Visual service. I want to turn it off to be able to speak to a person

[Ssssmith]

Yesterday I called 150 to try to speak to someone about roaming. I dialled and the voice said I have visual service enabled so I should press 1 to speak to someone. I did and all that happened is I got sent a link to press and then was told to text what I wanted to ask. That was fine until I actually wanted to speak to somebody because the texts didn’t actually answer the question I had.

I went round and round with this texting malarkey on and off for 30 mins, trying to ask the same question in different ways, trying not to answer so it would direct me to a human, trying to ask non related questions so I’d be diverted to a human. NOTHING WORKED. I kept getting cut off because “it” didn’t understand or because I wasn’t happy with the answers I was being given. 
I am still none the wiser a day later. I gave up. This is not customer service in any way. 

How do I turn visual service off so I can speak to a person please? Or is there another way to speak to a person? PLEASE HELP! 

[Alex_H · Accepted solution]

Hi @Ssssmith,

Welcome to the EE Community 🙂

I am sorry you have been having an issue using the visual service. What were the questions you had about roaming as we may be able to help advise through here? 
 

If you prefer the older audio menu rather than the visual menu, if you press option 2 when calling that will take you to the audio menu. Though selecting you are calling about Roaming would take you to the Roaming text still to cover all the basic information such as if you are setup and what the costs are, but then at the end it will offer a call back.  

So for example if you were travelling to Spain, you would reply Going to the first text, Spain to the second and it will give you all the information on using your number in Spain and will say at the end if you need more info reply YES and we will arrange a call back within 15 minutes.

Alex