EE telephone for technical support almost unresponsive

AssemblyGMX

This is just my second post after rejoining MSE and I'll be glad of your opinion.

For two days, as well as this morning, I have been trying to get through on 150 and 07953966150 for technical support.  At first it says the call will be answered shortly, then 15 minutes, then 45 minutes then one hour.  Latterly I have given up after waiting on hold for 70 minutes.

Would I be right to think that letting them know would be futile?  It is such a big Network and they must know that waiting times for technical support are this long.

It is the first time I have tried to make telephone contact to ask for technical support.  My EE Contract still has quite a while to run but, after this experience, I wonder if other providers on the EE Network are known to have really good customer service.

The problem I have is intermittent and, thankfully, is only a problem some of the time.  I have followed all the advice on Google and YouTube. 

I am wondering if others experience the difficulty getting through to EE on the numbers they provide? 

Frozen_up_north

I am with 1p Mobile and have an EE data SIM that belongs to, and is managed by, a 3rd party, I found contacting EE on the phone pretty quick and easy.

I phoned 07953 966150 at 4pm on Tuesday 5th August, the query was regarding a notification I received concerning the local site being worked on (I am signed up to receiving notifications from EE for my area). The support guy answered the phone in just a few rings and was very helpful and knew the service person working on the site had gone to fetch a replacement part, and would be back at the site within the hour. Pretty impressive for just being "another member of the public" and not even being a direct customer of EE.

Maybe you phoned at a bad time?

AssemblyGMX

That's really encouraging and is good to hear, thanks.  I 'phoned mostly in the morning then early in the afternoon.  My second last attempt was about an hour before closing but, on that occasion and on hold, the 70 minutes took me past closing time. 

Although I was not cut off, the music was still playing, but, at 70 minutes on hold, I could not wait any longer and I ended the call. 

born_again

Best time to phone any call canter is before they open, so you are waiting when they open. Operators awaiting calls.
Worst time is before they close. As any calls waiting after close time will not get picked up.

AndyPK

Yes EE are a nightmare. 

SPUSU have excellent customer service at half  the price.

AssemblyGMX

Until now I had not heard of SPUSU and, it is good to know because excellent customer service is really important to me, thanks.

southsidergs

On the flipside my experience with spusu has been completely different from all the "great" reports. Sent a whatsapp with about 2 hours of their opening time left & nothing from them!

AssemblyGMX

I'm not sure if it is appropriate to continue on this Forum regarding a development or if it should be a new post.  Please let me know and, if necessary, how I can move it.

The EE representative on the 'phone was to contact me on Wednesday but, so far, I have heard nothing.  I had to find a way of being able to answer calls on my mobile, I had tried everything possible on Google then further "things" to try from the EE representative on the telephone but nothing solved the problem.   

Today I took a long (long for me) 3 hours return journey involving four buses to get to an EE Shop. 

The shop was very busy and when I arrived I was shown where to wait.  When it was my turn a very nice young man solved the problem for me in barely two minutes.  He knew straight away what was causing the problem and explained it to me in about a minute.  When the last update took place on my mobile, automatically, several changes resulted because of the update.

One of the changes was that it is no longer possible to answer a call the usual way.  Instead of pressing and swiping up to answer the  incoming call, the procedure, as a result of the recent update, is now to hold and drag to the right to answer the call from the bottom of the screen.  There was no notice that this change had taken place and I had no way of knowing what it was.

The young man very kindly 'phoned me in the shop to demonstrate how easy it was for me to, now,  answer incoming calls.

It is quite a relief and I appreciate the very good and helpful customer service in the shop.  I do think there should have been some indication about the way this update was changing things. There there must be a lot of others like me who are not very knowledgeable in dealing with technology.

The gentleman who took my call when I struggled to get through to EE by 'phone did not seem to be aware of this change.

I'm really glad the problem has been resolved and thank you very much for all your replies.

J_B

It sounds like it was not an EE issue and more of a phone update issue.

What make/model of phone is it?

Maybe next time it would be good to explain what was wrong and 'we' could offer advice. 😁

AssemblyGMX

I understand now, J_B, that I was not articulate enough when searching for a solution on Google.  Although I struggled to get through to EE by 'phone I really did manage to explain the problem *(not being able to answer incoming calls on my Moto G54.)

I was disappointed in EE telephone support when having to wait for long periods before gaining telephone access. Unfortunately the person, who did his best to help, was not aware that the problem was as a result of changes owing to the recent update, and although he gave his word, he did not contact me by last Wednesday.  I felt let down.

When I explained to the young man in the EE shop what the problem was (as above: *not being able to answer incoming calls on my Moto G54) he resolved the problem so quickly.

I apologize  for not being good at explaining the problem and thank you very much for replying, J_B. 

AndyPK

southsidergs said:

On the flipside my experience with spusu has been completely different from all the "great" reports. Sent a whatsapp with about 2 hours of their opening time left & nothing from them!

I have always telephoned and they answered straight away and sorted issue. Very rare to be held in a Que.