EE introduce 50p queue jump charge for customer service calls

Written by: Samantha Tomaszczyk
EE introduce 50p queue jump charge for customer service calls

Customers can get priority service when calling EE contact centres

EE has introduced a charge that lets customers calling its contact centres jump the queue.

The operator, who is the largest in the UK, is now giving callers the chance to use the priority service – but customers have to pay a flat rate 50p to access it.

The priority service will operate like queue-jumping services offered in other industries airports and amusement parks but has come under fire from long term customers for not treating every call equally.

Customers will be given the option to pay the 50p and move up the queue at the start of their call, or continue in the queue as normal. EE currently has 28 million customers under its EE 4G, Orange and T Mobile brands.

A spokesperson for EE said the charges were necessary as part of the networks goal to set a high standard of customer service.  They pointed to EE’s investment in call centre operations, including new centres in Derry and Derby opened this year.

An official statement said: “EE’s goal is to set the highest standard for customer service in the telecoms sector. To support that ambition we’re investing significantly in our retail stores, contact centres and account management websites and apps.

“We’ve already committed to returning over 1,000 roles to the UK from overseas call centres, and have already opened two new UK centres. To contribute to this and other investments in service we have introduced some small charges for certain customer services.”

In April this year, EE introduced a flat 25p for all non-business customers who rang one of their contact centres between 8pm and 10pm.

To listen to Mobile News editor Michael Garwood discuss the new EE charges, follow this link and skip to two hours 40 minutes.

One Response to “EE introduce 50p queue jump charge for customer service calls”

  1. Voda Customer says:

    Vodafone have been charging PAYT customers for years to access Customer Services, whats new?

Trackbacks/Pingbacks


Leave a Reply

To advertise on this site, call 0203 122 0872

Recent Comments

Can anyone tell me where these phones are manufactured?...
EE sounds to me like they're caught up in their own marketing self-importance hype. I looked through their price plans, and almost all 4G tariffs come with pitiful data allowances (500MB and the ...
Damn 32GB of memory...
I am so happy to find out today that, I have the pleasure to go and see Ed at Wembley!!!...
I doubt the competition commission would approve Vodafone buying EE. It would give them a huge marketshare in the UK market....
Totally agree with article and they are still doing it!!! The call you pretending to be Orange and get you to upgrade. I did this and then they didn't send phones or sim or any contract whatsoeve...
Why don't Vodafone buy it? EE is the best network in the UK by far...
I am on ee I have never got a 4 g signal yet, further to this my fb is most of the time not functioning, as it hovers with "connecting" forever, I have to wait till I get home to connect to my vi...
Problem is that the tecdesk 5500 is £270 trade cost which is ridiculously expensive....
please can 128gb fit in samsung galasy k zoom mobile????...

Social Media Feed