Customer Services Password

cjET5 · ‎13-08-2025

Today I called the EE customer hotline about network lost problem in my home areas. Because EE lost network, I could only manage to reach out to EE with a phone subscribed to another mobile service provider. The EE agent kept asking me for a customer services password for ID check. This password was completely new to me. When I asked if I could set it up over the phone, her answer is that I should have got it at the shop when I first subscribed to the service (which was already some years ago). She could not do anything about setting up such password nor could she ID me with text message due to network down. Eventually the enquiry could not continue without the password.

What this password is about? It looks like a Catch 22 under these circumstances. I would like to be guided on this topic. Thanks

cj

Alex_H · ‎13-08-2025

Hi @cjET5,

Welcome to the EE Community

I am sorry to hear we were unable to help when you called earlier. A password could have been setup in a store or on a previous call with us, but as you say either way it could have been quite a while ago and hard to remember.

Typically the preferred verification is via one time PIN, if neither options are available, there may be additional verification options available but it does depend on if you are the named account holder for the account.

If you were looking to check up on a local network issue, have you checked on our online checker, if you enter your postcode it will let you know if there are any known issues in the area and allow you to sign up for updates.

Do you have Wi-Fi available to you at home and have you checked if your phone has Wi-Fi calling as an option? As if you enable this you may be able to call and text as normal, including receiving a one time PIN from us if you needed to call again.

Alex

cjET5 · ‎13-08-2025

Hi Alex,

Thank you for your reply. Much appreciated.

It was indeed a frustrating situation. I was aware of the online checker and I did check network serviceability for my home area. The chat bot kept saying that everything was normal - which was definitely a different story from what I had experienced (and my partner too as we are both on EE). In other words the online checker failed to provide accurate information which prompted to me to make a call with my secondary phone to seek clarity. The rest is history.

I believe I was registered with EE for network serviceability notification some time ago but no prior advice about network lost was received this time, not to mention that when phone and text services were lost, such information are literally out of reach no matter how hard EE was trying to inform customers.

All I can say is that the whole customer engagement processes for EE under such circumstances were left with much room for improvement.

Thank you for suggesting wi-fi calling. I have enabled the function following your advice. Hope this feature could make up for the poor EE service to some extent.

Kind regards

CJ

bristolian · ‎13-08-2025

@cjET5 wrote:
In other words the online checker failed to provide accurate information which prompted to me to make a call with my secondary phone to seek clarity.

After following "check service status", choose the "report a problem" link to provide further details of your specific issue.

cjET5 · ‎13-08-2025

Thanks.

I will try it out next time. Somehow the experience today was that after the chat bot claimed the problem free network in my area, it did not allow me to report a problem (as it thought there was no problem). It dictated me to either choose another post code to check the status, to change to another topic, or to end the conversation. Looked like a one way street. But I will give the function some more exploration in future.