Very long wait times for Customer Services

[longwaitEE]

Customer Services wait time far too long.

August 1st 2022. After 1 hour and 39 minutes with no reply from Customer Services, I hung up.

Same day started on-line chat at 20.24, waited over an hour before a human answered and then communicated until 22.10 before being told this help service could not deal with an insurance claim.

ISSUE 1 – is it normal to hear “high call volumes” whenever calling Customer Services at any time of the day and on any day of the week. Under-resourcing of HELP !

ISSUE 2 – why doesn’t the chat help say on the website we cannot help with the following times, Eg An insurance claim.

QUESTION Is this the normal experience for EE customers?

[Chris_B]

@sickofpasscodes  At present customer support is closed.  EE can not control the number of calls they receive at any one time.  

[bristolian]

I suspect wait times could be drastically reduced by using offshore call centres who very likely have spare capacity, but that would provoke complaints of its own and quite likely cause more issues than it solves.

[archercj]

I am a Virgin Media customer and if you think EE are bad you should be thankful for what you have.

Basically everything starts offshore. These poor souls have little, if any, ability to successfully resolve issues. They are purely a cheap 1st line of support. It is often a painful, frustrating and time consuming process of escalating an issue and finally you get a UK based representative who has the ability to resolve.

[longwaitEE]

Thank you for your response. If EE are voted the best provider as they
say they are, god help the customers of the other mobile providers.

Front line support have my sympathies but frankly management is a joke
when it comes to customer service. Just look at their website. It's
all about selling their services and products and very little on
customer support. I have asked for full disclosure of my issues over
the past year.

Steve