Can't Call, Can Only Text. (Why no email/legit live chat option?)

[Galreth]

I just started EE recently.
And number was recently changed over.

But I cannot use calls. 
Calls cut off less then a second after I've started the dial up process on my phone. 
Texts are fine, but calls won't go through. 

Not only that, but EE doesn't proper Live Chat option (just a bot, that will consistent give you a phone number; EVEN AFTER YOU TELL IT THAT YOU CAN'T MAKE CALLS), but no actual live agents (legit Live Chat), and apparently no actual contact email or alternative for Costumer Service and Support. 

I tried the social media option, and it's just another bot doing the same questionable nonsense and sending phone number information THAT I CANNOT USE. 

EE Claims my area isn't have issues. 
And I can still text.

This is making me incredibly suspicious of EE, and because of that fact that they've gone out of the way to remove Live Chat options, stopping me from talking to an actual person (which I need to do to get this started).

I feel like prey tricked into a trap now. 

This is my last option for contact now. 

[Galreth]

Except people can't call. 
That's literally a major issue. 
You need to have a live chat option (else it's a legal situation waiting to happen).

You generally have issues where calls don't go through or don't dial, and close a second after starting. 

It's really suspicious.
Why would you block customers from access live chat (which you do, you have an infuriating AI that blocks you from being able to use live chat, and instead just throws a call number at you, which you can't even use because calls are being blocked by the system).

It's a really dumb thing to go around with an attitude like; ''just use number, we don't need live chat'' .

[bristolian]

You only need post once for a problem, live chat is available via the myEE app for pay-monthly customers. You can also contact EE-CS from any working phone on 07953 966150 - it need not be an EE one, or a mobile.

When exactly was "recently" that you ported-in, were you able to make or receive calls prior? And have you been able to, since? If you can send & receive texts, then coverage itself is fine thus the status checker is accurate.

[Galreth]

That response sounds like it came from a bot not a real person. 
Especially because this heavily implies the post was not read and this was an automated response. 

If you're a real person then I like you to respond. 
What did I say in my post that you're replying to. 

[Peter_W]

Welcome to the Community, @Galreth.

We definitely offer live chat with an agent via the 'Message us' option in the Help section of the EE app.

They currently only support with mobile account / billing queries though, and aren't 24 hours, so the automated system is designed to route queries to the most appropriate place depending on the circumstances.

What day did your number port take place on?

It's normal to experience split service between your old and new provider on the day of transfer, but this shouldn't persist past midnight.

It'd definitely be helpful to know if these issues have been there since the SIM was activated, or only after porting, as this would point towards the above if it were the latter.

If possible it's worth checking to see if these issues occur in other locations too, as it can help us identify if the issue is network based, or due to the device / SIM.

Peter

[Schockwave]

@bristolian , we are all real people here, most are customers like you, some are EE community support team like @Peter_W , which it will say under their names, so @bristolian  is, like me and many others, a customer here to try and help.

[Galreth]

Thank you.
I'm finally talking to an actual person.


Significant Details;

I set up the EE contract on the 27th Feb.
I got my SIM on the 28th.

Number Transfer was completed on Tuesday (3rd March)
Texts took around midday of Tuesday to start working. 

Call issues have been occurring up to now. 
As originally stated they cut off immediately less than a second after the phone tries to attempt the dial process.

EE says my area is fine.
And signal bar shows it's half full.

As I said before; 
I've tried to do Live Chat, but it never goes through to an actual person.
It starts with a bot and when I ask for an agent each time, it refuses to and instead gives me a number.
So live chat never happens. 

Examples below.
Including the Alternative Social Media option.
 

Note;
Prior service were O2. 
Left because of abuse on their part.
They had constant technical issues with the account to the point where it became unsafe.
They didn't bother to reset the account when it was having issues, and spent half a years worth failing to acknowledge the free cancellation option required underlaw.

I heard nothing but praise about EE, so I was hopeful when jumping on.
But now this has happened, and it feels like it's going down the same train.

With not option to get out of an unsafe situation due to being block by EE's ''absence'' of general live chat, with just the Phone Call option, which I am currently blocked from being able to use. 

[Peter_W]

Thanks for sharing these details, @Galreth.

Based on the timescales it does sound like this could be an incomplete port, but testing the phone outside your local area is often the best way of ruling out a network issue.

If you know any other users on EE it's worth asking if they're experiencing similar issues in the area, and it's worth checking to see if your previous network SIM has fully deactivated, too.

As I mentioned earlier, we can offer account and billing support via messaging, but more complex technical queries would usually need you to call directly if basic troubleshooting can't resolve the issue

As @bristolian mentioned, you're able to call us on 07953 966150 from any handset, including landlines, so if you're able to borrow a phone from a friend or family member you should be able to get through for support.

Alternatively, it's also possible to visit one of our retail stores to query these issues, and if it can't be resolved then and there they can help you phone our team to discuss things further.

Peter

[bristolian]

---

@Galreth wrote:

That response sounds like it came from a bot not a real person. 

---

Thanks for the compliment. I'll now leave you to get help from others, and wish you well resolving your issues.

Regards, Bot.

[Galreth]

Fair enough.
Usually when a person responds in that manner they are being challenging and usually have skimmed through things. 
But Bots give automated response like that under set conditions all the time.

So I assumed it was a bot.
For Example; The other post was a posted comment on another thread from when I was searching the issue (so unless I accidently made a post the merger shouldn't have happened).

And questions about other details were already in the original post explanation/description.

So the whole thing gave off strong bot behaviour.  
But if that's not the case, that's fine. 

Maybe it was just confusion.
My bad if that's the case.