topic Re: My bills and payments won't load in EE app and website

My bills and payments won't load

Thescore02 — Tue, 15 Aug 2023 18:23:27 GMT

Since a new update my bills and payments won't load and the my EE app had another update and still don't work and I can't link my EE Broadband. I uninstalled the app and reinstalled and cleared cache it still doesn't work.

Re: My bills and payments won't load

Katie_B — Wed, 16 Aug 2023 06:57:16 GMT

Good morning @Thescore02.

Welcome to the community.

If you try log in to your My EE online are you able to access your account?

What version of the app do you currently have?

Katie

Re: My bills and payments won't load

Thescore02 — Wed, 16 Aug 2023 23:51:47 GMT

Hi yes I can access my account and I got the new version of the App only thing I can't access is the bills and payments on the app which won't load.

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 07:05:30 GMT

What happens when you try to download your bills @Thescore02?

James

Re: My bills and payments won't load

Thescore02 — Thu, 17 Aug 2023 09:48:14 GMT

I can't because it won't load.

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 09:54:54 GMT

What happens when you select the bills and payments tab @Thescore02?

Do you see an error message?

Does the same happen if you log in to My EE online?

James

Re: My bills and payments won't load

Thescore02 — Thu, 17 Aug 2023 10:00:01 GMT

When I go online it glitches and takes time loading. When I go on my ee app and I go on bills and payments It won't load at all.

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 10:03:49 GMT

Does it load eventually online @Thescore02?

Which phone and app version are you using?

James

Re: My bills and payments won't load

Thescore02 — Thu, 17 Aug 2023 10:06:50 GMT

Yeah eventually but why isn't it loading on the App I thought the app is there to make things easier and I'm using a Google pixel 7 pro and I'm using a new version of the App.

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 10:11:04 GMT

Thanks for confirming @Thescore02, that means My EE is linking with your account successfully.

If you tap the profile icon at the top right of the app, what is the version number?

James

Re: My bills and payments won't load

Thescore02 — Thu, 17 Aug 2023 10:12:38 GMT

Version 5.20.0

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 10:19:45 GMT

Thanks @Thescore02 - that's the latest version.

I've checked in with the My EE team and this issue is currently under investigation.

I'm sorry for any inconvenience this causes in the meantime.

James

Re: My bills and payments won't load

Thescore02 — Thu, 17 Aug 2023 10:21:30 GMT

Okay thank you very much for your help. Enjoy your day.

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 10:22:38 GMT

No problem @Thescore02, you too. 🙂

James

Re: My bills and payments won't load

Fran_65 — Thu, 17 Aug 2023 11:21:02 GMT

I have also been having the same problem, bills and payments won't load, it keeps showing an error message. I have uninstalled and reinstalled the app several times. Tried to log into ee account on Chrome with no success, same thing happens. I have checked and have the latest version of the app. My phone is a Samsung A22 compatible with the app.

It also won't allow me to access my personal profile, when I tap the profile icon it keeps loading the page but nothing happens, it's very frustrating.

Could you please advise if this is currently an issue across the board and being investigated?

Fran

Re: My bills and payments won't load

James_B — Thu, 17 Aug 2023 11:21:48 GMT

Hi @Fran_65,

Welcome to the EE Community. 🙂

Yes, this issue that is affecting a small number of customers is currently under investigation.

James

Re: My bills and payments won't load

Fran_65 — Thu, 17 Aug 2023 12:05:32 GMT

Thank you James,

I have just clicked on an update on Google Play for the EE app but it didn't fix the issues as now even the plan and subscription page won't load. It does show it's the latest version though 5.20.0

Hopefully, it will be fixed soon.

Fran

Re: My bills and payments won't load

phutchie — Wed, 30 Aug 2023 19:19:23 GMT

I've had the same issue for weeks now. I'd really like to see how my bill is calculated and know how much is coming out before it leaves my account.

App version is 5.20.0

Tried Chrome and Firefox browsers.

Can see my profile in all 3 versions.

On the app the home page loads but when I click "bills & payments" I get the message:-

Sorry, something's gone wrong

Please refresh the page or have another go later when we've fixed things.

In the browsers, the home screen fails to load and I get the message:-

There seems to be a problem...

Sorry, we’re having a little difficulty right now. Try refreshing the page. You can still visit the other areas of EE.

(10-060)

Any idea what I should do to see my bills?

Re: My bills and payments won't load

Christopher_G — Thu, 31 Aug 2023 07:41:32 GMT

Hi @phutchie

Welcome to the community.

Since this is happening on more than one device/browser, I recommend speaking to our technical support team so they can look into this for you.

Chris

Re: My bills and payments won't load

Fran_65 — Fri, 08 Sep 2023 14:08:56 GMT

Hi,

I am still unable to access my profile and view/downloading bills. Is there any update on this please? It's been going on for weeks.

Thanks