Start button not working (message EE)

[anjasola]

For various reasons I want to chat with EE rather than call.

I am a pay monthly customer and have been trying to chat with EE for over a week, every time I try to message the 'start button' does not appear. Very frustrating.

Have EE stopped this service?

[Chris_B]

@anjasola live chat is still available. The problem you’ve got is the live chat agents are also the agents taking phone calls and if they’re taking phone calls unfortunately you’ll have to wait a little bit longer for live chat.   

[grsdev]

Chris, the point being made is that the button to start a live chat never even appears. It's not about waiting for someone once the chat is initiated. I don't think I've seen that possibility for months now and it's nothing to do with ad blockers etc. I dectivated mine just to make sure that wasn't the issue.

[anjasola]

I'm a patient person but the start button never appears, perhaps EE should have a dedicated team to deal with messages.

[James_B]

Hi @anjasola,

I've double checked, and the start conversation button is appearing as normal at ee.co.uk/contact-ee/account-billing/mobile.

Are you outside of the UK or using a VPN?

James

[grsdev]

It doesn't here.

I'm on a 4G EE connection with no VPN in use.

Does this feature require 3rd party cookies by any chance? If so, that is a privacy issue that EE needs to sort.

[anjasola]

UK no VPN, tried on various devices over the last 7 days or so  start button never appears

#frustrating

[James_B]

Hi @grsdev,

Sorry, I don't have any technical information on our Live Chat service.

James

[James_B]

Hi @anjasola,

Which options are you selecting from the contact us page?

James

[anjasola]

Account and billing (mobile phone)