topic Re: View Bill in EE app and website

View Bill

JK_418 — Thu, 21 Sep 2023 11:39:47 GMT

Where do I view my bill on My EE

Re: View Bill

RocketPup1 — Thu, 21 Sep 2023 11:50:38 GMT

Open My EE either on the web or the mobile app, log in and select bills and payments

Re: View Bill

edithrowell — Mon, 02 Oct 2023 11:53:34 GMT

Hi can’t find my bill

Re: View Bill

James_B — Mon, 02 Oct 2023 13:35:53 GMT

Hi @edithrowell,

Welcome to the EE Community. 🙂

You can view your bill in the bills and payments tab of the My EE app.

Hope this helps.

James

Re: View Bill

Kristinai — Wed, 25 Oct 2023 09:53:30 GMT

I cant see it anywhere on the website.

I click 'billing' and there are the help articles but nowhere to see the actual bills! So frustating as I need it for proof of address

Re: View Bill

James_B — Wed, 25 Oct 2023 10:01:01 GMT

Hi @Kristinai,

In the My EE app, just tap the 'view bill' icon and scroll down to see an option to download your bill.

Hope this helps.

James

Re: View Bill

Kristinai — Wed, 25 Oct 2023 10:04:59 GMT

Hi @James_B

In the app when I click on 'billing' there aren't any bills there. Is this because I pay by direct debit?

Re: View Bill

James_B — Wed, 25 Oct 2023 10:09:14 GMT

Have you linked your device's phone number to the app @Kristinai?

If not scroll down the home screen until you see the 'link a product' tile.

Hope this helps. 🙂

James

Re: View Bill

Kristinai — Wed, 25 Oct 2023 10:17:10 GMT

Thanks @James_B

Yes I needed to do this, got past the first few screens including entering my account number which was accepted.

But then on the final screen its saying my account number isn't valid (removed from screenshot for privacy reasons) but you can see the error

Re: View Bill

James_B — Wed, 25 Oct 2023 10:25:11 GMT

Hi @Kristinai,

Are you using fixed line broadband or a 4G/5G router?

James

Re: View Bill

Kristinai — Wed, 25 Oct 2023 10:41:16 GMT

Hi @James_B

I'm using a 5G router yes

Thanks,

Kristina

Re: View Bill

James_B — Wed, 25 Oct 2023 10:48:33 GMT

If you don't select the home broadband option, you should be able to add it using the mobile number associated with your SIM @Kristinai

James

Re: View Bill

Kristinai — Wed, 25 Oct 2023 10:53:30 GMT

Hi @James_B

How would I go about finding the number for the SIM? I dont think I have the piece of paper that arrived with it anymore

Thanks,

Kristina

Re: View Bill

James_B — Wed, 25 Oct 2023 11:02:14 GMT

You should be able to view your number by browsing add-on.ee.co.uk/status when connected to your router @Kristinai

James

Re: View Bill

Kristinai — Wed, 25 Oct 2023 12:02:36 GMT

Thanks James,

I found the number (interestingly that link worked on my phone but not on my computer) and linked the accounts so now I can see my bill.

You have been very helpful thank you - but I can't help but think it shouldn't have been so difficult in the first place

If you could pass on this feedback to customer experience team would be great (or let me know how to do it myself)

1. On the billing and payment help page there should be guidance saying you need to link a product first (though to be honest I would expect this to be done automatically - not had to do this with other providers)

2. When linking a product the language where it says mobile or SIM vs broadband isn't immediately clear for users trying to link a 5Grouter

3. Information on how to find your sim number for 5g router users should be provided on the next page where it asks for the mobile number

Re: View Bill

James_B — Wed, 25 Oct 2023 12:08:41 GMT

Glad you got it sorted @Kristinai, and thanks for the feedback. I'll make sure it reaches the right people. 🙂

James