I have just called EE on 150 the 4g network one, as I wanted to discuss my bill, they are now giving you a option as they put it, there are now 2 bill services a uk based call centre a premier one as they call it, this thou will cost you 25p a call, or for a offshore call agent is free, what a rip off , you pay around 42 pounds a month , and now they have the cheek to charge you for calling them.

So select the free option then?!?

Don't see the issue?

You pay £xx a month for Sky/Electric/Gas etc but their support number is 0844/0845/0870?

No issue here?

Move the jobs to offshore and then charge customers for the previledge to speak to a UK person... Brilliant!!!

Also do 08 numbers cost 25p a min?

I thought plymouthbloke1974 who works for EE would see it different to the rest of us , with all the bad press EE are having , I thought they would be getting on the customers good sides , not peeing them off even further.

I know they have done this for a long time on pay as you go, but for contract customers - a big rip off.

I don't have that when I dial 150. It must be for sim only or EE single speed 4G customers

plenty of links about on the net to call them on 01 numbers.

i'm with the OP here, customers services should be free as part of the support package

Whenever I've been transferred to the overseas team on Orange I've found them to be extremely helpful and polite, and straight to the point. Compared to some of the UK team it's a miles better option!

The UK team seem to not really give a toss unless your out of contract or your upgrading and then it's a different story.

For £42 a month I would expect free support

But the original poster said 25p per call. assuming the call lasts at least 3 minutes then the 08 ones are more expensive (and if called from a mobile might cost anything up to 35p per minute).

Why would I see it different? I just merely stated you had a choice. And also that other utility companies charge for CS.

Did you not read the text that was sent after you called? Or did you select the free option?

Other utility company don't also provide the mechanism and run the phone service. Calling mobile phone customer services should really be free on a premium brand like EE on a £40+ 4G contract. I think it is a bit cheeky to charge more on top for calling customer services at those prices.

I'm not allowed to comment on this "development" other than what I have said already, I'm afraid.

well you cant defend the indefensible

Like I said, I can't comment. For good reason.

Since I only ever call CS when there is either a fault or an error caused by the provider I think CS should always be free.

What the call op said is, it only comes into service when the lines get busy, you then have a choice to pay 25p that puts you ahead in the que and then you don't wait.

And its being tried at the moment. Still a rip off thou.

i don't get an option and I'm on EE4G and pay £52 a month, if that means anything?

To be honest, given the frequency I have to call any companies customer services, I would happily pay 25p per call if it meant not having to deal with an offshore call centre with limited grasp of the english language

The very nature of customer service though is that they are doing their best to help you, and that you shouldn't have to wait. To turn around and say you get offshore support and you wait for it when you're paying £40 or £50 a month, or pay us more and we'll take your call is a joke.

What next, you buy something from currys and it goes faulty, so you call up, but you only get a replacement within 48 hours if you pay extra, otherwise you wait 2-3 weeks?

I can understand a company doing offshore call centres to save money and be more competitive, and I could understand it from somebody like Giffgaff that pitches themselves as cheap and cheerful, but when you pay top dollar for a premium 4G plan on EE you don't expect to pay more to contact them, especially as some customers will be calling because of EE's network faults or issues.

Got the same offer to put me ahead of the queue on T-Mobile the other day. Not impressed.

I remember when Orange had Premier customers, people who had high monthly spends were treated to 24 hour customer service, given priority customer service and various other perks.

its this type of attitude why companies get away with it, too many people accept rubbish service,

Bad press? I'd say Vodafone getting a mild kicking from Ofcom for having the poorest 3G coverage was bad press. Or constant sub par results from an independent network tester i.e. Root Metrics. That is bad press. Seeing speed tests on twitter only hitting around 20-25mbps for O2 in new 4G areas but EE manage twice as fast and with better coverage. Thats bad 'press' !

As for this Thread.. i'd say it's far more transparent. They are the largest network by customer base so at peak time it can be difficult to get through to CS. The price is less than 0845 (etc) number but do I agree with it.. Not really. It will be handy to have though bypass the tight folk keeping offshore busy yes please. All 4G customers should be getting it free though!

O2 prioritise certain customers in their support call cues based on their monthly spend and how long they've been a customer for.

Another thing if you call orange from a non mobile their number is 07973 , charged at mobile rates , ee use a 0845 number when you are are calling from a landline .

And if you are with sky talk , to call their customer service is free , just like British gas are

Regarding the bad press , I'm only on about the dropping off calls , and how heavily they were featured on watchdog.

All in all myself I'm happy with ee , I'm just saying for 25p it's a bit cheeky , why not just put more call centre staff on.