EE wants you to pay more for 'priority' customer service

As with most service providers and mobile carriers, users of the UK's largest 4G network, EE, will be familiar with the hassle of being held in a long queue to talk to a customer service representative over the phone. It's something that most users become accustomed to - when dialing 150 to call EE, your call may be answered in five minutes or it may be fifteen, or longer. 

 

All this speed has gotta be paid for somehow, right? 

 
It often seems like the luck of the draw when it comes to how long you might spend waiting to talk to an actual human being that can help you. But rather than recruit more staff to take customer service calls, EE has chosen an entirely different approach. 

Instead of making its service better and faster for everyone, EE is doing so only for those willing to pay for it. From earlier this month, August 6, the company began offering a 'priority answer service', asking you to pay a £0.50 GBP ($0.83 USD / €0.62 EUR) fee to get your call answered more quickly. The company says this new option is "ideal if you're in a hurry". 

 

You won't get much customer service help with your account at an EE shop - they just tell you to call 150

 
The company has made further changes to customer service charges. Back in April, it began charging for 'extended hours service', so anyone wanting to speak with an EE representative about anything between 8pm and 8am - i.e. outside of its 'normal opening times' - is charged £0.50 per call. 

More recently, it has begun charging all customers on its SIM only plans for customer service calls. If you're on a SIM only plan and you call 150 to speak to someone for help, it will now cost you £0.25 ($0.42/€0.31) to make that call. 

Oh, and if you thought you might be clever by calling one of the 08- or 07- numbers that will also connect you to customer services, in the hope that you won't incur that charge for the call, you're out of luck. EE specifically states that its service charges apply to all calls via 150 and the 08- and 07- numbers.

Source: EE | lower image via EE

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9 Comments

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I don't know why people still use EE. They have the worst customer service experience you could imagine. Offshore operators who have little to no grasp of English and make up lie after lie to get you off the phone.

JJ_ said,
I don't know why people still use EE. They have the worst customer service experience you could imagine. Offshore operators who have little to no grasp of English and make up lie after lie to get you off the phone.

An all too familiar story.

If you can't speak english they shouldn't be involved with providing customer service to english speaking nations. Its nonsensical.

You spend half the time asking them to repeat what they've just said but slowly and more clearly and the other half trying to get hold of someone who understands what your issue is

EE/Orange/T-Mobile is going downhill fast. I recently moved and told EE to update my address.

What's annoying is at this time I only had my mobile, BT hadn't installed my phone line and the signal kept cutting out. I decided to take out a sim only deal with Vodafone as they're the only one's with a decent coverage here.

I phoned EE and asked them if there was anything they could do and to my shock found out I wasn't even in an EE coverage area, They neglected to inform me this when I gave them the new address and then had the cheek to offer me the chance to cancel my contract paying the full remainder of the contract or go to a sim only deal, They refused to give me any other offer since I had already taken a sim only deal with Vodafone. I told them I wanted to stay but they wouldn't budge. What makes it worse is they then demanded £20 to unlock the contract phone that I couldn't even use on their network since I had no signal. I got them to knock it down to £15 after keeping them on the phone for an hour but £20 to unlock a phone? I don't mind £10 but £20 is a joke.

I am now stuck paying £27 a month for a contract I can only use when out.

"thanks EE/Orange/T-Mobile for being the best!" - Sarcasm.

N!NJ3 said,
.... I got them to knock it down to £15 after keeping them on the phone for an hour but £20 to unlock a phone? I don't mind £10 but £20 is a joke.....

Rogers in Canada charges $50 CAD (~ £25) to unlock their phones.

Well.. the customer service at the moment is the most ######ed up customer service I have ever seen for a provider that charges as much as EE does.
Don't even try to go to a store and ask for assistance .