topic Re: Bills and Payments not working in EE app and website

Bills and Payments not working

Profile closed — Thu, 31 Aug 2023 13:18:13 GMT

Since the recent update to the android app I am not able to see anything but an error message when trying to check Bills & payments, both in the app and online web browser.

Is there a fix available please.

Re: Bills and Payments not working

Northerner — Thu, 31 Aug 2023 13:26:09 GMT

Hi @Profile closed

Have you tried tried clearing the app cache/data under settings.

Thanks

Re: Bills and Payments not working

Profile closed — Thu, 31 Aug 2023 13:35:43 GMT

I have uninstalled the app and re-installed it. I have also cleared data and caches. It still does not work. Report that something has gone wrong.

Online with PC and web browser it reports "There seems to be a problem..." "(10-060)"

Re: Bills and Payments not working

Leanne_T — Thu, 31 Aug 2023 14:06:56 GMT

Hi @Profile closed

If you are getting an error using the app and online account, please call us on 150 and the team will get this looked into for you.

Leanne 🙂

Re: Bills and Payments not working

Profile closed — Thu, 31 Aug 2023 14:16:03 GMT

Thank you, will do.

Re: Bills and Payments not working

Leanne_T — Thu, 31 Aug 2023 14:18:02 GMT

No problem at all @Profile closed

Leanne 🙂

Re: Bills and Payments not working

adtilley — Tue, 05 Sep 2023 16:05:45 GMT

I have exactly the same problem - app doesnt show bill and website is completely stuffed.

Ive rung 150 and the wait time is 80 minutes - this is rubbish Im afraid

Can you tell us how we get this to work on here?

Re: Bills and Payments not working

James_B — Tue, 05 Sep 2023 16:21:06 GMT

Hi @adtilley,

Welcome to the EE Community. 🙂

What do you see when you load the Bill & payments tab in the My EE app?

James

Re: Bills and Payments not working

adtilley — Tue, 05 Sep 2023 16:43:52 GMT

just got through to someone who has raised a fault internally

I get this

Re: Bills and Payments not working

adtilley — Tue, 05 Sep 2023 16:44:19 GMT

website doesnt work at all when I login

Re: Bills and Payments not working

James_B — Tue, 05 Sep 2023 16:56:21 GMT

Thanks for the update @adtilley

It looks like My EE isn't retrieving your account information as it should.

Our support teams should be able to resolve it now a ticket has been raised.

James

Re: Bills and Payments not working

adtilley — Tue, 05 Sep 2023 17:08:55 GMT

fingers crossed

Re: Bills and Payments not working

Profile closed — Tue, 05 Sep 2023 18:24:20 GMT

I was told something something similar when I eventually got through to 150. The gentleman I spoke with deleted my email login and then reinstated it, in order to reset my account. It didn't work. So he raised a ticket or whatever with technical ! I have not heard since and still neither app or Web work.

Re: Bills and Payments not working

Christopher_G — Wed, 06 Sep 2023 06:55:44 GMT

Hi @Profile closed

If it's been more than 24 hours, it may be worth calling back for an update.

Chris

Re: Bills and Payments not working

Profile closed — Wed, 06 Sep 2023 08:08:44 GMT

Really...

I would have thought that unnecessarily phoning would further clog your system. Its apparent that I am not the only person with this or similar problems with accessing either your Android App or Web page account login. Surely your tech guys will notify everyone when a fix or upgrade has been put in place.

I have just checked for today as I do everyday and no fix applied yet. Still no access to App or Web accounts

Re: Bills and Payments not working

Patt1 — Wed, 06 Sep 2023 08:13:08 GMT

Same thing happening on my iPhone 12 & Amazon Fire 8 tablet. It's a known issue, occasionally I might see my bills on the app but it's hit or miss.

Re: Bills and Payments not working

adtilley — Fri, 08 Sep 2023 09:04:14 GMT

sadly as fully expected - not a word back from ee relating to this after 72 hours

Re: Bills and Payments not working

James_B — Fri, 08 Sep 2023 09:46:49 GMT

Hi @adtilley,

I'm sorry to hear you haven't received an update yet.

The team will be in touch as soon as your ticket is resolved.

James

Re: Bills and Payments not working

Vivalajosh — Fri, 08 Sep 2023 10:00:55 GMT

I have been having the same issue for almost 2 months now.

I cant access my account to view my bill.

Rang 150 and the tech reset my password 4 times. Deactivated and reactivated my account. i have tried on the app and tried the website on 3 different computers yes i still cant access my account.

The issue is 100% on EE's side and if you ring them to ask for a paper copy of your bill. they will charge you for this.

Re: Bills and Payments not working

Profile closed — Fri, 08 Sep 2023 10:09:51 GMT

The same here. But then I didn't really expect one. EE's fault logging system has no traceability from our side of the screen. We do not even receive a ticket number or reference to be able to quote and save time. I firmly believe if a fix is found then it will just happen one day and I do not expect to be notified.

We shall see if its done by Christmas.