EE Dec-16 Forum Dashboard
Report generated on 12/20/2016 9:00:00 AM
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Queries This Month
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Baseline = Q1 2014
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Top 5 reasons posted yesterday versus previous 7 days
| Company | Reason | Vol Yesterday | Vol Last 7 Days | % Vol Yesterday | % Vol Last 7 Days | % Variance |
|---|---|---|---|---|---|---|
| EE | 4G & Network | 38 | 125 | 52.1% | 36.8% | 15.3% |
| EE | Product Queries | 5 | 22 | 6.8% | 6.5% | 0.4% |
| EE | Android Devices | 6 | 28 | 8.2% | 8.2% | -0.0% |
| EE | TBD | 9 | 42 | 12.3% | 12.4% | -0.0% |
| EE | Apple IOS Devices | 6 | 30 | 8.2% | 8.8% | -0.6% |
Top queries received yesterday
| Date | Category | Reason | Subject | Question | URL |
|---|---|---|---|---|---|
| 2016-02-15 | Products and Services | 4G & Network | Activation problem | Just joined EE today on Sim only contract. Whilst waiting for my sim to register should the phone show "No Sim" or "No Service"? Mine showing No Sim so wondering if they have given me a duff Sim card | View |
| 2016-02-15 | Products and Services | 4G & Network | Calling from abroad | EE have confirmed that my phone is set up for calling from abroad yet I am on my third trip in Europe and it does not work! After my holiday last summer when EE could not sort this out they said the next time I was abroad to contact them so that they could see what the problem was. I am away at the moment so duly did this and spent over £30 using my husbands tesco mobile trying to speak to a human being who was then unable to help as the computers were down. As you can imagine I am loath to spend another £30 with no guarantee of success. Can an anyone help please as I am almost at the point where I will cancel my ee contract and change to tesco like the rest of my family as; 1 their phones work when abroad and 2 tescos customer service is so much better! I got through to a person at tescos in less than a minute today and it took over 20 minutes a several attempts before I could speak to anyone at ee. | View |
| 2016-02-15 | Products and Services | 4G & Network | Can EE employee see my message content? | Hi, I know how daft this might sound but my partner works for EE customer services and suspects me of sending flirty txt messages to someone else and they have said they can log onto my phone account at work and read my messages to see if I'm telling the truth. I know technically they shouldn't be able to but all I want to know is if it's possible? Solved! Go to Solution. | View |
| 2016-02-15 | Products and Services | Product Queries | Booster problem | I will try to get 6montweb and u send me back text sorry we couldn't recognise your response text help 150 then what should I do plz tell me | View |
| 2016-02-15 | Products and Services | Product Queries | I am not receiving all my mail to my freeserve mail. I get some but not all. It | I have not had any problem before receiving my e mails. I have a freeserve mail.The last week i have not got all my e mails.They are not in my junk,spam etc. I have asked the sender to resend the mail again and do another copy to a g mail account. I get the mail at g mail. I receive mail from the company but not all of it. Can anybody suggest anything, i am not a computer wizard. Running outlook amd windows 7 | View |
| 2016-02-15 | Products and Services | Product Queries | I cant log into my freeserve account, the password reset screen doesn't work | When I try and log in to my freeserve email, or change the password - I get a message saying my email address isnt recognised | View |
| 2016-02-15 | Devices | Android Devices | I want to call my voice mail from another phone, what number do I call? | I am in between SIM cards so have no coverage on my business mobile. How can I check my voice mail from another number (I know what number to call but don't know what to do once I hear my own recorded message) as I can't use my own mobile telephone to call it? | View |
| 2016-02-15 | Devices | Android Devices | Merging calls on a Samsung Galaxy S5 | Hi, When I try and merge calls together on my Samsung Galaxy S5, it says this is unavailable. I used to it on my S3 a lot. How can I fix this? | View |
| 2016-02-15 | Devices | Android Devices | My ee harrier phone screen is cracked. Any ideas on how to fix it. | My phone screen cracked. Is it possible to get it repaired. Or does it come with warranty because there is a software problem. Spoiler (Highlight to read) | View |
| 2016-02-15 | Devices | Apple IOS Devices | Mr Theron | When you call my number it goes straight to user busy but if you call straight back the call comes threw. How do I stop this from happening as I am missing lots of business calls? | View |
| 2016-02-15 | Devices | Apple IOS Devices | My Phone Is Not Updating To IOS 9 | i was trying to update/restart my phone and it just stuck on the update screen and not doing anything | View |
| 2016-02-15 | Devices | Apple IOS Devices | cannot login in on my mac to register my account | Have been trying to register on ee to manage my new osprey device, i'm using a macbook and been getting nothing but login error, also tried using the app on my iphone but no luck there. I would just like to top up the data usage, i am getting nowhere fast. This feed back loop keeps on happening i try to register and all i get is please verify your email, which never arrives, what the hell is wrong with this company. | View |
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What's Going Up
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
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What's Going Down
| Word Relationship | Vol Previous Month | Vol Current Month | % Vol Previous Month | % Vol Current Month | Change In Vol | Direction |
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Current Month = Dec-16
About this dashboard
This dashboard gives an analysis of the queries that have been asked at http://community.ee.co.uk
We perform this analysis by automatically classifying the post title and question into a category, reason and sub reason which can then be used to measure performance against a historical baseline and competitor results.
CXInsight.co.uk uses the latest data mining techniques to extract customer insight from social media providing a platform to drive better business decisions.
Using a combination of web crawling, information extraction, text analytics and business intelligence, CXInsight.co.uk brings structure to unstructured content and turns conversation into meaning and actionable insight.
To find out more get in touch at info@cxinsight.co.uk