Live chat

Jeepers creepers! What about those of us [very few admittedly] who simply do not have a mobile device, nor want one........ we are beginning to feel discriminated against!

I have never come across a web chat only service so far, but otherwise I am such a fan of web chat. In the days of phone only I had a ridiculous similar scenario anyway, where the energy company could not deal with the fact that the left hand side 9 on the meter goes over to 10, which means it starts with 0.They never got there after months on the phone.
With web chats I have managed to leave Sky, which saved me half a day, get refunds for premium movie services, follow up on bills, point out mistakes ............all saving time on phone queues. the other thing is you don't have to think on your feet or be persuaded to take up any offers, as you have time to compose a reply

I have used web chat successfully a few times but you do need to have plenty time to do it. Yesterday I needed to make a payment over the phone as my online banking 'secure key' developed a fault. The phone lines don't open until 8 am and by then I needed to be leaving to go to work. I tried web chat but the operator couldn't help. I asked at what time the payment would have to be done by to be credited on the day. The response was you can phone at 8 am. I'd already explained I didn't have much time as I needed to leave at 8 am but the operator kept telling me to phone at 8.am 'It's only 4 minutes til the phone lines open' they said! In the end I gave up and phoned after work where a very helpful lady not only took the payment but set up the online banking for me ready for next month. It is so much nicer to talk to a human being most of the time.

I swapped to ESTRONGA and although cheaper I think... it has no interactive content at all
I can input a meter reading but it has NO comparisons available at All
I have no idea how my DD is going .. whether or not I’m in credit /debit
Nothing
They apparently only produce a bill once a year
Once my year is up I’ll be off
Looking for an electricity only produced with good customer service
Any recommendations please?

I'm with EDF and always just phone their fogies hotline. It's not called that though. When I switched to them they asked my age (then 62) and disabilities (I wear glasses) and was immediately classed as vulnerable - result! You get straight through on a special number, which they send you, to specially trained (I assume) staff who help old biddies out.

Twice I've had problems with a phone company re bills and despite phone and emails, hit that stonewall called Customer Services.
On both occassions I was given the official line, which means, "tough"!
I mediate lyrics wrote and official complaint to the CEO, via email, (googled) and within 24 hours problem is being dealt with, issue resolved and compensation given.
Thus is now my standard for complaints, try Customer Services, if no resolution, go directly to the top.

I find it much easier to deal with complicated queries by web chat as I don't feel so rushed and if using my laptop I compose my original question in Word to make sure I have it all correct and then copy and paste it into the webchat .

EDF Phone numbers, Hove, Croydon, Bexleyheath, Crawley,
0333 200 5100.
Haywards Heath, Gravesend, is 0843 504 3682
got them from google

It's very annoying. I am fairly computer savvy but I'd rather speak to a human being. Luckily I haven't come across this - yet.

I am with EDF and often use their live chat (and do so with other companies), and find it a very simple method of sorting out any queries or problems. I usually prefer this to actually trying to speak to someone on the phone. Do try it, just type what is your problems, then they will come back to you with any relevant questions until they get to the bottom of your query.
Do allow plenty of time, though, it is not a quick method

Thank you Anja. I have been googling this evening and, among other things found a screen for EDF explanating how Live Chat worked and it was interesting that the several examples they gave of its use were all simple questions ' I am moving house.....', 'Here are my meter readings' etc.

None of the example questions were of the more complicated kind I want to ask, about why figures on my quarterly bill that ought to be the same are different and how each was reached.

I think it is quite ridiculous that one of the conditions of an account that involves figures that may be queried, is that you cannot talk to anyone on the phone about them.

Unless, of course, one is an awkward cuss who will pick away until they find someone to talk to.

Found this on EDF website

General account enquiries

0333 200 5100 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Check your balance, make a payment or submit a meter reading

0333 200 5108 (1)
Automated 24 hour line
Prepayment meter enquiries

0333 200 5110 (1)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm
Text telephone for customers with hearing difficulties

0800 096 2929 (2)
Mon-Fri 8am to 8pm and Saturday 8am to 2pm

I often use webchats, it's a way in and sometimes leads to a phonecall from the right department. It's better than going through endless menus on the phone - ‘Press 1 for accounts; Press 2 for technical’ etc. only to be told you are number 23 in the (wrong) queue.

I usually find them helpful anyway. The last webchat I had was to get some information about some chairs in an online catalogue and where I could go to view them. I ended up visiting a storage depot by appointment, trying and buying the chairs, then taking them away (having also checked that they came flat-packed during the chat).

However, I would prefer to enter a webchat when using a keyboard (I am a fast touch typist). I'm not sure that I would recommend it to someone who is not at home with texting and typing responses on the spur of the moment. Some may feel flustered by quick replies and questions, although my experience has been that most agents on webchats are patient and polite.

No experience MOnica but when we had no satisfactory reply to a complaint to a fuel company, we stopped paying the direct debit. That attracted their attention.

Not for fuel M0nica but we did have a year with a motor insurance company with no telephone number after the policy was established. Fortunately no need for a claim but renewal communication was so difficult we also said ‘never again’. Definitely not for us.