Web chat isn't available (during hours)

[naffedoff]

I'm a brand new customer, and just can't get in touch. I can't register the app (a "can't register..." error), and there's no web chat. Is this usual, or should it be available? I have to say I'm singularly unimpressed so far...

[Katie_B]

Hello @naffedoff. 

Welcome to the EE Community. 

Are you able to register for your My EE and log in online?

Our online chat team are available between the hours of 8am to 10.30pm everyday. 

I have checked and can see the 'Start conversation' button has appeared under the 'Message us' section on our contact us page. 

Speak soon, 

Katie 🙂

[Hmac1]

I haven't seen the live chat option for over a week now, but it was there before. What's happened? Does anyone know?

[James_B]

Hi @Hmac1,

You can access live chat by selecting the help tab in the EE app.

Hope this helps. 🙂

James

[Hmac1]

Thanks. It doesn't help, because it is not there. Spoke to an advisor yesterday who agreed that it was very strange as she couldn't find it either.

[Julia7729]

There is NO webchat, how are you supposed to contact EE if you don't have time to sit on the phone for hours in a que

[Katie_B]

Hello @Julia7729. 

Welcome to the community.

Do you have access to the EE app?

Are you a pay as you go or pay monthly customer?

Katie

[Julia7729]

Hi Katie

Yes I have access to the app, even on the app there is no visibility for Web chat and I am a pay monthly customer. I have been a customer for over 26 years and never had an issue with my bill until now. 

[Katie_B]

Hi @Julia7729. 

Thanks for getting back to me. 

I am sorry to hear you have an issue with your bill, have you been able to view your bill breakdown?

When you select Help at the bottom of the app do you see the Message Us option?

Katie

[Julia7729]

Yes I have viewed the full breakdown of my bill online as I do every month.

No I do not have the option to message on the app, only book an appointment in store or phone or check community hence why i messaged on here