calling 150, instead of getting to talk I am directed to a link with digital bot

Slientje7 · ‎28-12-2023

After having answered the question: do you want to TALK to someone, press 1, I've been sent a link that takes me to a digital help.
I have a neurological condition which means I am best helped with a person who answers my questions audibly, so without having to read, and without having to answer questions that I haven't asked. I need a person who listens to MY questions and replies them, rather than me having to find my way in apps which confuse me, or structures which take me to another planet.

What can I do to actually GET ANSWERS in a real conversation, rather than getting lost in a labyrinth of clever tech which makes me feel utterly lost and confused.

In the app, which is visually so confusing, I can't figure out anymore what is part of my contract and what is part of marketing luring into extra deals and add ons.

So I rather have a focussed conversation with someone who can reply to my questions.

EssexBoyEE · ‎28-12-2023

Try Calling EE Customer Services on 0800 956 6000, this should get you through to someone, expect to be in a que though.

Slientje7 · ‎28-12-2023

Hi there, this isn't working. A recorded voice with phone options is informing me about exiting new features and suggesting that if I 'need to talk someone, I can press 1, which then leads me to another voice who tells a our new visual service will pre-verify you to safe time, etc ... ' and eventually ends the phone call. Then EE sends me a link to the website, not a person. The website is a simple FAQ type website, with generic answers to generic questions.

In other words: nothing changed with what happened when calling 150 nr. It is exactly the same problem
customer service is misleading:

it is not sending me to someone to talk with,
it is not pre-verifying anything as it suggest it is
it is not saving me time as it suggest it will [even though I was happy to wait to have a person on the phone].
It is also not answering any of the questions I am having. In fact, I don't even get to express any of my questions or discuss my deal with an agent, which is why I chose to press 1: if you want to talk to one of our advisors...

Can EE at least be honest and tell me there won't be anyone there to help me? Or tell me how I can get the personal advise over the phone with an agent I am hoping to receive?

bristolian · ‎28-12-2023

I've just tried calling 150 myself to make sure..

"Our new visual service will ..... press 1. Otherwise, press 2". In other words, you need to actively choose option 1 for the visual-service. Can you press option 2 to actively choose otherwise?