No live chat option

[Emma2105]

I don't seem to have a live chat option in the help section anymore? I'm a contract customer and I've used the option before? I've uninstalled and reinstalled the app, but still nothing but the call us option 

[Peter_W]

Hey @Emma2105, welcome to the EE Community 😊

What was it you were looking to speak with us about? 

We definitely offer the option for messaging in the help section of the app, but they're only able to assist with certain queries so this will depend.

Peter

[Emma2105]

It was just regarding an upgrade order that I'd just put through, there is no message/live chat option in my app that's all, just a call us button

[Peter_W]

Thanks @Emma2105.

Could you please send me over a screenshot of what you're seeing in the app? 
I've just had a check of my own app and this is definitely giving me the messaging option near the top of the screen.

Peter

[Emma2105]

So this is all I'm seeing in the help section of the app

 

 

[Peter_W]

Thanks for sending those screenshots over @Emma2105 

What model of phone are you using at the moment, and is this fully up to date?
Peter

[Emma2105]

I'm using my Samsung Galaxy S23 Ultra, I've just gone and checked for updates and I'm all up to date 

[Peter_W]

Thanks @Emma2105, is it mobile, broadband, or both that you have with us? 

Also can you see all of your account details and bills correctly when you log in?

Peter

[Emma2105]

I have both with you and everything else seems to be accurate and up to date

[Peter_W]

If that's all looking good, then I'd recommend giving our customer care team a call.

They'll be able to look into what's happening with your order, and also make sure everything is set up as it should be with your account, as this could be what's restricting the chat option. 

Peter.