Forum Discussion

Bigswal01's avatar
Bigswal01
Joining in
7 months ago

Trying to sign up to essentials, live chat going around in circles

I have been going around in circles for just under 6 hours today. For the past 6 months we have struggled with household costs, so have now been pushed to take essentials M50 (15 is a joke).  

The staff have not been able to help, and the outside of UK agents were less than useless, with none of them actually listening to my issue, and trying to push for a sale.

I need essentials M50 and when I go to get it, the bot does not work. It takes my information and loops around constantly running through the same little bit. I have been constantly trying this afternoon. The last agent I spoke to even said to try in 2 hours before terminating the call, so I am not impressed at all. It seems like they you are saying - "look you can get it here, don't try though" as the agents do nothing, as you have to apply online.

  • Bigswal01's avatar
    Bigswal01
    Joining in
    7 months ago

    I now have the transcript of the latest chatbot attempts, where i did twice properly, then put utter garbage in, and got the same results. So it looks like it's there to be seen and not used. I will use your links. Thank you

    • Kath_P's avatar
      Kath_P
      Forum Team
      7 months ago

      Hi Bigwal01, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've had issues with trying to move to the Essentials package. This isn't something we as agents can move you to I'm afraid. It has to be applied for via the dedicated page. You can find this here. 

      The team will be able to confirm eligibility there and get the change sorted for you. 

      Keep us posted on how things go. 

      Thanks,

      • Bigswal01's avatar
        Bigswal01
        Joining in
        7 months ago

        Why is this showing as resolved? It is far from it. It has been replied to, not resolved. I have now spent 29 hours trying to sort this out across various channels, and dealt with various levels of ineptitude.  What kind of company gives a package this important and doesn't give access to a team that can do it for you if there are difficulties?  And even worse use an AI chat which seems designed to not work.