topic Re: Unable to view bills in EE app and website

Unable to view bills

MaryN2 — Thu, 01 Feb 2024 12:25:24 GMT

Hi,

I have been unable to access our business account for a few weeks now. Every time I try to log in to view our current bill, I get this error message:

"We're unable to retrieve your account details right now

Log out and then log in again."

I contacted EE a couple of weeks ago. They advised that they were aware of the problem and were working on getting it sorted. Surely it should be fixed by now? I tried downloading the app to see if I could view the bills that way, but that didn't work either. I have tried texting BILL to 150 but that hasn't worked either, even though I have had a text saying "You can view your bill at ee.co.uk/bill or reply BILL to this message". Could you please advise?

Thanks

Re: Unable to view bills

Chris_B — Thu, 01 Feb 2024 14:16:09 GMT

@MaryN2 call customer services and request that they reset your online account.

Re: Unable to view bills

MaryN2 — Thu, 01 Feb 2024 15:20:14 GMT

Thanks, I will give this a try.

Re: Unable to view bills

cpharvey — Fri, 15 Mar 2024 18:58:21 GMT

I have exactly the same problem both web and app. I also called and got the usual useless answers, the best one is “it should resolve itself”.
They tried doing a network reset, why I don’t know as it’s unrelated to the network, and of course that has not worked.
Let me know if you find a resolution.

Re: Unable to view bills

Katie_B — Sat, 16 Mar 2024 07:19:19 GMT

Good morning @cpharvey.

We're aware of a small number of users who are having problems accessing their bills online. Our support teams are investigating this and working to fix it as soon as possible. In the meantime, please try using the EE App and the EE Online desktop site. If you still can't access your bills, and you need more information urgently, please give us a call on 150.

Katie

Re: Unable to view bills

cpharvey — Sat, 16 Mar 2024 07:28:39 GMT

Katie, please read my post again, you will see I say that I did call and got the usual non helpful answers.
I spoke with first line of support who put me through to the second line, neither of which could help.
Second line did a “network reset” for some stupid reason, because clearly it’s not my phone so why they did that is beyond me.
In the end they said “can’t do any more, it should resolve itself”, clearly it will not, it’s an account error that they don’t know how to resolve.
When threads pop up on forums with a consistent issue, it’s never a “small number of users”, these forums are the canary in the coal mine.
I asked if someone could email me my bill and was told “we cannot, that’s insecure”. Also an idiotic policy. Email is no less secure than old fax or VOIP phone calls. It’s a fallacy to say that’s insecure.

Re: Unable to view bills

Katie_B — Sat, 16 Mar 2024 07:32:32 GMT

Hi @cpharvey.

It's correct that our agents are unable to email copy of your bills, however, you can request for a bill to be sent via post.

The problem with not being able to access your bills online is being looked into by a different team to our front line staff.

If you have any questions about your current bill amount or you wish for a bill breakdown our customer care team on 150 can help with this.

Katie

Re: Unable to view bills

cpharvey — Sat, 16 Mar 2024 07:39:34 GMT

Post does not help me for my situation, I need an electronic version. Let’s also not ignore the fact that post is broken in the UK. I’m still waiting on a cheque after months that I can’t get recreated.
So if the billing issue is handled by a different team than that which I spoke to how do I reach them? Calling 150 and saying “Katie told me to call” isn’t going to work.
In my support request I selected the account and billing team, so I would hope it’s them that called me back, but they didn’t specify (they should btw).

So how do I reach the correct team?

Re: Unable to view bills

chrisjepson82 — Sun, 17 Mar 2024 13:42:14 GMT

I have been, and still am, suffering from the same issue using desktop and smart phone browser. Extremely frustrating to say the least, especially with financial year end approaching. If I can't access them with the next 7-days I'll be sending EE an invoice to remiburse the last 3 months bills that I can't access or submit electroncally to my accountant.

Re: Unable to view bills

cpharvey — Sun, 17 Mar 2024 14:20:08 GMT

Don't hold your breath on getting money out of EE. I said to the escalation rep that called me yesterday that EE is playing with fire here and I'm sure there's a lawyer that would love to take this on. given this issue is going to be affecting more than "a few people" as they keep saying. Her response was "I can send you a copy of your bill in the post, after all we offer the electronic bill as a FREE servuce". I laughed.

The care reps are so ingrained in their talking points they don't seem to realise that this FREE service is saving EE millions. Let's do the math.

There's about 22 million customers in the UK. If we say 50% take paper bills and 50% electronic (no idea on that number, it's just a guess). Let's also assume bulk mail rates are about 20p per letter. So 50% of 22 million multiplied by 20p is £2.2 million per month, or £26 million per year in postal savings. Yeah "FREE" is highly beneficial for EE and of course I should be grateful.

If every EE customer demanded a paper bill, it wouldn't be too long before EE added a surcharge to your bill for having it posted to you, encouraging this "FREE" electronic service, that apparently is broken for "a few" customers. When you have 22 million customers, "a few" is likely measured in 10's of thousands or 100's of thousands. Given this issue isn't something any of us created, this is a back-office muckup, it likely affects a lot more people than they are willing to admit.

Oh and finally, and yet another nail in the coffin, the escalation representative after offering to send me a paper bill (which is useless to me and likely won't even arrive anyway given the state of the postal mail service) said "ok well I'll close the complaint, thank you very much". Not sure why telling me that "it is a problem effecting a few people that will get resolved automatically", and "I offered to send you a postal mail" resolves my complaint, but hey, what do I know, I'm just the customer with a very expensive monthly bill, that i'm pretty sure other carriers would like to have.

Re: Unable to view bills

SElizabeth — Mon, 18 Mar 2024 08:37:54 GMT

Any luck resolving this? I’m now on month two of not being able to reclaim my phone bill through work because of this issue apparently only affecting a ‘few people’. I’m absolutely furious. Have spent so much time on the phone to EE, and still getting the same unhelpful responses. Surely charging people without providing a bill is some sort of offence?

Re: Unable to view bills

cpharvey — Mon, 18 Mar 2024 08:40:52 GMT

Nope, there's a secondary thread over here btw
https://community.ee.co.uk/t5/EE-app-and-website/I-Can-t-view-my-bill/td-p/1367927

Re: Unable to view bills

Vikkiledger69 — Mon, 18 Mar 2024 09:09:32 GMT

Just been informed that if you call ee technical centre they will deal with your case directly 😉

Re: Unable to view bills

cpharvey — Mon, 18 Mar 2024 10:00:32 GMT

I hate to break it to you, but they won't, they have no clue how to fix this. This is an engineering fix at the deepest backoffice. All tier1 and 2 will do is say "we are hearing there's a FEW people with issues and we're working on it". It's not a "few" it's a lot of people, given the errors I see it must be affecting many people, and it's not going to "resolve itself" either, it needs integration engineers to roll up their sleeves and hit the keyboard.

Re: Unable to view bills

Shellym578 — Mon, 18 Mar 2024 10:45:45 GMT

I’m still having this issues 2 months down the line called emailed and still no one can tell me why this is happening doing it on app and desk top why pay for itemised billing when you cannot see it EE YOU NEED TO GET THIS SORTED ONCE AND FOR ALL

Re: Unable to view bills

cpharvey — Wed, 20 Mar 2024 16:22:15 GMT

Mine seems to have been fixed as of today, anyone else?

Re: Unable to view bills

Ipad2 — Tue, 09 Apr 2024 08:11:08 GMT

I really think the problem has more bugs than a giant ant hill. I was with BT for all phone / Broadband and TV with add on NowTV. Now since BT own EE and they said I could swop with no issues. I’ve had nothing but issues, not with what’s provided but with I can’t access a simple Bill. There app content is only for selling it does not provide what you really want. I’ve gone through so many hoops to even speak to a human and as pleasant as I am with them( there the front line not there fault) I’m just going round in ever decreasing circles and getting no where. So now I’ve asked for a paper Bill, not very green I know but if that works I’ll keep to paper till it does. If it doesn’t it’ll be goodbye EE/BT and Hello Sky

Re: Unable to view bills

Paddy-B — Tue, 09 Apr 2024 11:10:57 GMT

Hi @Ipad2,

Thank you for posting. I'm sorry you can't view your bills online. Send me your details and I'll take a look at your account to see what can be done.

I have sent you a private message with instructions on how to contact the team.

Thanks,

Paddy

Re: Unable to view bills

Suzik — Thu, 03 Oct 2024 18:01:05 GMT

I suspect it wasn't a small number. I am unable to access our business bills which are required for accounting purposes. I've tried Chrome and IE but still not joy. I have a VAT return to file on Monday. None of the suggestions I've seen so far have been any help and I haven't got hours to spare trying to contact support. What can I do ?

Re: Unable to view bills

Linzi_H — Fri, 04 Oct 2024 11:23:49 GMT

Hi @Suzik

Have you tried to access the bills through the EE app and your main online account?

Are you seeing an error message, or is the bill option not showing up?

Linzi