Can't Call, Can Only Text. (Why no email/legit live chat option?)

[justletmelive]

Except I pay monthly and there's no option to live chat 🫠 

I don't even get phone signal in my house (ha), so I have to use live chat or email or go have my private calls in public down the road.

All I want to do is check how much of my mobile contract remains and when I can get out of it, because every time I've had to contact EE it's been a nightmare. The site returns an error page when I try to check product or subscription or bills, and the app redirects to the site. Yet if I tell my bank to stop the payments going out, somehow I'm the bad guy? 

Why why why is it so hard to provide a live chat option? 

[justletmelive]

Same issue 😞

[Schockwave]

@justletmelive , if you are on a monthly contract, you click on the app and then scroll down and click on help and scroll down to talk to us, you should find message us, so long as you have the latest app, otherwise it would be a case of using another phone and ringing customer service by pressing option 2 to get through to someone and requesting  to reset your account, you would then need to register again on the app and it should work.

You could otherwise go into a high street store with photo ID and they can help you.

If you have wifi calling, you should be able to use that to contact EE, but you will need fixed broadband to do this.

[justletmelive]

> if you are on a monthly contract, you click on the app and then scroll down and click on help and scroll down to talk to us, you should find message us,

There is no "message us" option, and I've reinstalled the app. The "talk to us" button only shows phone options. 

The "manage" button at the bottom also gives me precisely zero options to manage anything.

I appreciate that it's possible to phone in (if I'm on the street) or take an hour off work to walk into town and back to go into the EE shop (tragically would not be reimbursed for this hour), but it's 2026 and frankly ridiculous that this has to be the case. It's also wild that you're only granted the fabled "message me" option if you're on a contract (which I am, because apparently I don't learn from my mistakes).

All of this really feels like examples of a company putting itself ahead of its customers, and it leaves a foul taste in my mouth. 

[Leanne_T]

Hi there @justletmelive 

Thanks for coming to the community.

If you're getting this error message and the message us option is not showing we would need to get this looked into, if you can please get in touch with our tech guides on 150 when you can and they will be happy to help. If you're unable to call, you can open a complaint online and the team will get in touch to discuss everything with you. 

Leanne.

[justletmelive]

Thanks for trying, Leanne, but no dice. Tried opening a complaint, the page failed to load, then loaded https://ee.co.uk/help/contact-ee 😂 It's...I give up. My contract runs out at the end of the year, so I've put a reminder for November to phone in and cancel. So many regrets about signing up to a contract, should have stayed on pay-as-you-go – works out less than half the price and I wouldn't have to worry about this nonsense.