Left on hold for an hour

[adamjones353]

Hi, I have recently purchesed a sim only plan and when I did it was 6 month half price but the confirmation email I got today is not showing that at all. I tried to call today, first the phone system sucks. There are no options for SIM only and every time I get through the menu it asks for the phone number which it doesn't understand. My last call I went to sales in the hopes they could direct me to the right team which they did but no one answered for an HOUR. In the end, I hung up because I can't be waiting that long on the phone. 

I still need to sort my issue but can I give some suggestions 
1. Set up a text assistance on the website - most companies have this now, and it is much less painful waiting for a chat message instead of listening to that god awful music your hold line has.
2. Make your phone menu better, add options for people who just placed an order and SIM only please. 

[Profile closed]

Yes, you and many others today. I got through after an hour, only to be put on hold, and then have the call drop, and the agent not call back.

This is probably the new iPhone 16 turning up (minor bump, Apple Intelligence much hyped, but no prospect of shipping soon).

No staff for anything else. The app doesn't even run today.

It feels like EE went bad after the BT takeover.

[bristolian]

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@adamjones353 wrote:

I still need to sort my issue but can I give some suggestions 
1. Set up a text assistance on the website - most companies have this now, and it is much less painful waiting for a chat message instead of listening to that god awful music your hold line has.

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The oft-criticised option-1 on the 150 IVR offers this.

The more menu options you add to an IVR, the more complicated and frustrating it becomes. Not having one at all, is the ideal option!

[Profile closed]

BTW, it looks like O2 and Three have also melted down today. Shameful across the board.

[bristolian]

Entirely predictable when the "latest and greatest" is launched.