Upgrades require a call but CC completing overloaded

[tcallway]

I’ve been a customer for many years and am upgrading my phone to the latest iPhone. I pay DD so you already know all my details and yet you’re insisting that I call your CC in order to confirm my details…. Ok… I called this morning and sat on hold for 25 mins before giving up. I called again this afternoon and my call wouldn’t even connect. I appreciate you’re busy and I have absolutely zero desire to speak to a customer agent let alone listen to musak for 30mins. Why do I have to call? Just upgrade my phone. Thanks

[James_B]

Hi @tcallway,

Welcome to the EE Community. 🙂

I'm sorry to hear there is a longer than usual to connect with our digital sales team.

It sounds like an additional security check is required to complete your order.

James

[tcallway]

But it’s just an increase to an existing DD made by a customer with a ~15
years track record with you. You need more automation in the upgrading
process. Overloading your CC lines results in a very poor customer
experience.

[James_B]

Hi @tcallway,

I understand your frustration. These checks are in place to prevent fraud and unauthorised upgrade orders.

James

[J3d1c4nn4]

I’m having exactly the same experience - have spent over 3 hours on hold over 4 different attempts to get through. Why can’t it be dealt with via chat? All the while, the chance of getting the phone on launch day becomes slimmer and slimmer. Not a good experience at all

[tcallway]

And you can’t do that with an automated system that doesn’t involve me sitting on your completely overwhelmed CC lines? Either properly resource your CC lines so your customers can get through or provide a low-touch, two-factor authorisation process similar to that used by countless other service providers. 

[James_B]

Hi @tcallway,

The vast majority of orders are completed without any manual intervention, but sometimes additional security checks are required.

I'm sorry that this has been the case with this particular order.

James

[tcallway]

I think you just have to admit that your CC are inadequately resourced. I’ve now spent 60mins today sitting on hold. It’s simply not acceptable.

[James_B]

Hi @tcallway,

We're experiencing an exceptionally high volume of calls this weekend due to the launch of the iPhone 15.

I'm very sorry for any inconvenience caused.

James

[Steets]

In the case of an upgrade, EE should be contacting the customer rather than relying on the customer to be on hold for a ridiculous amount of time. I've been held in a queue for a total of 2 hours since yesterday, and when I did finally get through I was put on hold again before getting cut off. Extremely frustrating experience. 

Order tracking not working either.