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

[marc00s]

@James_B  I’m gonna beg to disagree with you about the checks.

there’s a thread full of people who all had exactly the same issue.

i myself have been a customer for over 10 years, i have multiple lines, EE know my order history and spending patterns and can easily predict that I’m gonna upgrade to the new iPhone.

The security check is clearly the company line and a cover for the fact that some of the call handlers don’t know what they’re doing & that the system couldn’t cope so it chucked out a load of orders and if you’re a long standing customer you’re just expected to put up with it.

The lady this morning thought that waving a £6.95 delivery charge that I’ve never paid before was a gesture of good will that would make up for the trauma of that hold music for a total of 4 hours yesterday and today. Lol. I can handle waiting two more weeks for the phone but nothing will make up for the trauma of that awful awful music. 

[tcallway]

And you couldn’t have anticipated that? EE’s inability to provided adequate customer service should not be something your customer’s should put up with if they’re paying £100 per month. 

[AlansSnackbar]

its because the upgrade system crashed, and did not work.

Especially effected anytime upgrades

[Tk29009]

I'm having the same issue today...just trying to upgrade my phone via the app - ordered no problem paid the small charge and got email confirmation only to be told they need more information - although signing in via the app takes you through these checks including biometric!!!

Been on hold for a total of 3 hrs today which is ridiculous and no way to treat customers and still no where near getting through - although the message told me my call should be answered in 30 minutes 

EE call center is a joke and should be used by companies to demonstrate how not to run a call center 

[Leanne_T]

Morning @Tk29009 

I am sorry you have waited longer than expected to speak to one of the team yesterday.

If we send an email or text advising to call after the order has been placed we do require some further details or to discuss the order with you.

Has this now been sorted for you since you last posted? 

Thanks 🙂

Leanne.

[Tk29009]

Hi Leanne 

Unfortunately not as I gave up after trying to contact the CC for a third time, I was on hold for 1hr and 24 minutes that time (apparently my call aimed to be answered within 35!) I basically spent over 4 hrs on hold yesterday as had to drop off to go do other things with the family 

To be honest I don't have the time to sit around listening to music for hours on end 

Ill try again today when I'm on my lunch break (hoping it'll be quieter as it's a Monday!), if no good I'll just cancel the upgrade and do a charge back via my bank for the fees.  

Thanks for asking 

[Leanne_T]

I understand, hopefully this is all sorted for you today on your lunch break @Tk29009 

Let me know how you get on 🙂

Leanne.