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Non-Existent Chat Support

ramshackle
Investigator
Investigator

‎05-01-2023 11:15 AM

'Message Us', they say...

Why is it that a company whose fundamental existence is built upon the act of communication, cannot have a functional chat support system?

It's pretty embarrassing for a business as big as EE.

You go to the 'Contact Us' page and it has a whole section at the top entitled 'Message Us', which reads

"Message one of our experts online.

A 'Start conversation' button will appear in a few moments during opening hours

We're open 8am to 10.30pm every day."

Yet no such button EVER appears.

 

8 REPLIES 8
Northerner
EE Community Star
EE Community Star

‎05-01-2023 11:32 AM

Hi @ramshackle 

It's likely becase they are busy with other customers. 

Try calling 150 and speaking to CS.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
ramshackle
Investigator
Investigator
In response to Northerner

‎05-01-2023 11:55 AM

Hi, for reasons I can't go into here, I can only function on a typing basis (no voice) right now.

But the point really is that their system doesn't work.

As for busy with other customers, I've been trying for weeks, it never pops up.

Furthermore, a service that states it is available but just doesn't work, is worse than one that states they are too busy to deal with my query. At least I would know where I stand. This is just disfunctional.

But thanks for your response anyway.

Schockwave
EE Community Star
EE Community Star
In response to ramshackle

‎05-01-2023 01:18 PM

@ramshackle , have a look here, you can start a conversation with EE:

https://ee.co.uk/contact-ee/account-billing/mobile

See if that works.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
PhilM5
Investigator
Investigator
In response to ramshackle

‎12-06-2023 07:19 PM

Hey Ramshackle

Totally agree with you. There is so much information on their site that you do wonder if they have created lots of extra drivvle to deflect you from accessing what they 'say' they have. I can't find out how to message their 'online' experts.

I'm moving on from EE, having been with them for 20+ years (Orange originally) due to their lack of customer understanding and high costs.

All the best

Phil Martin

0 Helpful
PhilM5
Investigator
Investigator
In response to Schockwave

‎12-06-2023 07:21 PM

And where exactly is the start conversation button?!

0 Helpful
Leanne_T
EE Community Support Team
In response to PhilM5

‎13-06-2023 07:38 AM

Morning @PhilM5 

Thanks for coming here. 

Do you wish to contact us to let us know you are leaving? 

If so, you would need to call us on 150 or 07953 966 150.

Thanks 🙂

Leann

0 Helpful
PhilM5
Investigator
Investigator
In response to Leanne_T

‎13-06-2023 05:42 PM

It would be nice if someone could reply to my complaint of yesterday


Sent from Mail<> for Windows
0 Helpful
Christopher_G
EE Community Support Team
In response to PhilM5

‎14-06-2023 07:47 AM

Hi @PhilM5 

If you have raised a complaint through our webform or customer services, someone will be in touch with you soon to discuss it.

Hope you manage to find a resolution.

Chris