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

Re: Unable to view bills in app or web

ee839394 — Wed, 17 Jul 2024 17:59:43 GMT

I've been experiencing the same issue since I signed up in mid-April this year. I used to have a mobile SIM-only plan with Smarty, but my mobile phone number was transferred to EE in mid-April 2024. However, I'm unable to view any billing information on the website or app.

In addition, EE mistakenly placed a duplicate order for a mobile SIM-only to my old address. Despite informing me that the order was cancelled, Royal Mail redirected mail to my new address, indicating that £25 was owed to EE. After contacting EE, they confirmed that they actually owed me £25 and sent a cheque, but I never cashed it. Later, I discovered that my credit rating had been negatively impacted due to an error on the EE side. Although EE eventually closed the old account and resolved the credit rating issue, I still cannot view billing information for my EE broadband or EE mobile phone services, even after four months. Despite numerous phone calls to EE, the problem remains unresolved.

Like other members here, I am also considering raising the matter with OFCOM. Had nothing but issues with this since I joined in mid-April. Either I go to OFCOM or switch to BT. And, yes, I know BT/EE is the same but maybe the BT system actually works properly i.e. can view billing information via the BT website and BT app. Because I don't seem to be getting anywhere with EE.

Re: Re: Unable to view bills in app or web

Katie_B — Thu, 18 Jul 2024 06:43:21 GMT

Good morning @ee839394.

Thanks for coming here.

I am sorry to hear of your recent experience with EE.

It's great to hear your credit rating issue has been resolved.

Could you please confirm what was advised when you last called?

Has this been raised with our technical care team?

Katie

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 12:39:51 GMT

I used chat again just now and it was useless

Time Zone : Europe/London
Chat Started : Thu, 18 Jul 2024 09:25:26
(Thu, 18 Jul 2024 09:25:26) Anonymous User : Hi, I'm Aimee, your digital assistant, powered by AI 👋. I'm here to answer
your questions. How can I help you today?
(Thu, 18 Jul 2024 09:26:12) username : I have not been able to view my billing information via EE website or EE app
since mid-April
(Thu, 18 Jul 2024 09:26:12) Anonymous User : Which product are you interested in finding out more about?
(Thu, 18 Jul 2024 09:26:18) username : Others
TextPostBack: Others
(Thu, 18 Jul 2024 09:26:19) Anonymous User :
Thank you. We’ll also need some details to pass onto our Guides
(Thu, 18 Jul 2024 09:26:19) Anonymous User : Please type your full name into the box below.
(Thu, 18 Jul 2024 09:26:26) username : username
(Thu, 18 Jul 2024 09:26:26) Anonymous User : Thank you. What's your phone number?
(Thu, 18 Jul 2024 09:26:34) username : <snipped>
(Thu, 18 Jul 2024 09:26:35) Anonymous User : Finally, can you tell me your email address?
(Thu, 18 Jul 2024 09:26:42) username : <snipped>
(Thu, 18 Jul 2024 09:26:42) Anonymous User : Thank you for contacting us, we’ll connect you with one of our Guides.
(Thu, 18 Jul 2024 09:26:46) Anonymous User : Your estimated wait time is approximately 5 Minutes
(Thu, 18 Jul 2024 09:39:45) EE : Hi Chris, Welcome to the home of the UK’s first unbreakable Wi-Fi and the UK’s
best mobile network. We're bringing the best of BT & EE together. Thank you for
contacting us via EE chat. Conversations are recorded for training and
monitoring purposes. My name is Madison . I'll be your guide today. How may I
assist you today?
(Thu, 18 Jul 2024 09:42:33) EE : Hi there, If you do not respond in 8 Minutes This chat will be in awaiting
response, that means that this chat might be disconnected.
(Thu, 18 Jul 2024 09:43:24) username : Hello
(Thu, 18 Jul 2024 09:44:02) username : I have not been able to view my billing information via EE website or EE app
since mid-April
(Thu, 18 Jul 2024 09:44:57) EE : I am sorry to hear that, What I will have to do is transfer you to our customer
service department as this is the sales department.
(Thu, 18 Jul 2024 09:45:23) username :
https://community.ee.co.uk/t5/EE-app-and-website/Unable-to-view-bills-in-app-or-web/m-p/1407154/highlight/true#M55456
(Thu, 18 Jul 2024 09:47:17) EE : Hi, you're through to Md. Your Digital care Messaging Guide.
(Thu, 18 Jul 2024 09:47:47) EE : I can see you'd like to download the recent bills and view it via My EE app.
I'II help you with that. I am sorry for the wait time in queue. We are
receiving high flow of contacts due to new launches. May I call you by your
first name?
(Thu, 18 Jul 2024 10:06:00) username : Yes
(Thu, 18 Jul 2024 10:06:58) EE : Thank you, Chris. Please allow me a minute and I am going to load the account

(Thu, 18 Jul 2024 10:09:19) EE : I would request you to follow the steps mentioned on this help page and
download the recent bills -
https://ee.co.uk/help/billing-payments/guide-to-bill/view-my-monthly-bill
(Thu, 18 Jul 2024 10:10:40) username : The ee app doesn't work as I mentioned on the forum post
(Thu, 18 Jul 2024 10:11:23) EE : I would request you to uninstall the current version of the app and download it
again.
(Thu, 18 Jul 2024 10:11:38) username : Already done that over 10 times
(Thu, 18 Jul 2024 10:12:02) username : Cannot even view billing via website, so not just an app issue
(Thu, 18 Jul 2024 10:12:11) username : Ee account system issue
(Thu, 18 Jul 2024 10:12:20) EE : Thank you for informing me that. Please share the exact error message you are
receiving while downlaoding the bill.
(Thu, 18 Jul 2024 10:13:33) username : When i login to my account at website it says "We can't load this right now
There's a problem getting the information to you. Try again or get in touch if
it's urgent. Try again Can we help? Call us on 0800 079 8586"
(Thu, 18 Jul 2024 10:14:13) username : Been like that since I joined the App
(Thu, 18 Jul 2024 10:24:03) username : Hello
(Thu, 18 Jul 2024 10:28:35) EE : Good Morning Chris, Welcome to the home of the UK’s first unbreakable Wi-Fi and
the UK’s best mobile network. We're bringing the best of BT & EE together.
Thank you for contacting us via digital messaging. All our conversations are
recorded for training and monitoring purposes. You are chatting with Nadine, in
Richmond. I'll be your guide today. How are you ?
(Thu, 18 Jul 2024 10:33:27) EE : I've not heard from you in a while, can I just check is our interaction still
active? Thank you.
(Thu, 18 Jul 2024 10:36:13) EE : As I've not heard from you in some time, I will be ending the conversation. If
you do wish to contact us again do use the EE site to start a new conversation.
Thank you for chatting with me today! 🙂
(Thu, 18 Jul 2024 10:36:21) EE : Survey: Survey with title [
Share feedback
] is not submitted

I was responding quick and then chat went quiet and disconnected.

I phoned 0800 079 8586 and it said "Hi (my name)" and no matter what option I select it says "Sorry, that option is not on my list" even though she just gave me the option of 1 or 2.

I also tried from mobile using 150 and also 07953 966150 and it does the same thing.

I never had an issue with VirginMedia or Smarty in over 10 years and it's been a nightmare since joining EE in mid-April. The website, app and contact number don't work properly. Support keep asking the same questions over and over when I did/do manage to get through. And the issue is never fixed from April . We are now on 18th July 2024!!!

So the only option is for me to cancel the broadband and sim-only or at least sim-only. In fact, I will switch sim-only back to Smarty where I can actually see what I am paying etc. I need to know what I'm spending when roaming aboard etc and can't do this with EE. This is a massive pain for me right now.

Can you have someone contact me via mobile phone number? If you provide my email address connected to this forum account they will find the mobile number.

@Katie_B wrote:

Good morning @ee839394.

Thanks for coming here.

I am sorry to hear of your recent experience with EE.

It's great to hear your credit rating issue has been resolved.

Could you please confirm what was advised when you last called?

Has this been raised with our technical care team?

Katie

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 10:16:05 GMT

Why was my previous coment deleted? It had no personal information.

Live chat doesn't work, and contact numbers for EE doesn't work. Whatever option I select, it says "Sorry, that option is not on my list. What the!?

I can't even get through to EE via phone to cancel my sim-only. I go to EE store, and they said it could not be done in-store because it was ordered online.

Terrible service from EE.

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 10:26:53 GMT

I have the same issue!?

Re: Re: Unable to view bills in app or web

Katie_B — Thu, 18 Jul 2024 12:40:48 GMT

Hi @ee839394.

I can see your previous posts with your chat transcripts.

What happens when you call 150 from your EE handset?

You would need to select option 2 to then get to our automated menu to be connected with an agent.

Katie

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 12:47:44 GMT

I tried 150, 07953 966150 and 0800 079 8586, and all said the same thing. I turned off Wi-Fi to stop the Wi-Fi calling feature on my Samsung phone, allowing me to select the option.

I got through to tech support, who said they couldn't fix the issue and needed fixing it on the IT end. I ended up cancelling the Sim-only and will switch back to Smarty.

Let's see how long it takes EE to sort my billing/account for my EE broadband so I can view billing/service via EE website and EE app.

Re: Re: Unable to view bills in app or web

Christopher_G — Thu, 18 Jul 2024 13:35:36 GMT

Hi @ee839394

What kind of phone are you using? When you dial your voicemail by pressing and holding the number 1 key, does it recognise the button presses on that system?

Chris

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 15:16:04 GMT

I'm using Samsung 21 FE 5G.

If I press and hold the number 1 key it loads Voicemail up fine.

Re: Re: Unable to view bills in app or web

Christopher_G — Thu, 18 Jul 2024 15:18:26 GMT

Thanks, @ee839394

When you're going through the menus in the voicemail menus (press 1 for x, 2 for x etc), do the key presses work?

Chris

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 15:18:49 GMT

Please have someone phone me with a real solution to fixing the issue so I can view my billing/service for EE home broadband via the EE website and EE app.

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 15:23:21 GMT

Yes, they work.

But as I posted in my other forum thread I seemed to have solved the issue by turning off my Wifi. It must have been using Wi-Fi calling or something else causing the problem. So, with no 4G/5G/Wifi enabled on the phone, I could use the options mentioned 1 or 2, and then I got through to someone.

Hopefully, that will help other EE users get around the issue should they have the same problem, such as being unable to contact EE via phone numbers on 150, 07953 966150, and 0800 079 8586.

Re: Re: Unable to view bills in app or web

Christopher_G — Thu, 18 Jul 2024 15:26:37 GMT

Thanks for coming back to update us, @ee839394. I'm glad you managed to get through 🙂

Chris

Re: Re: Unable to view bills in app or web

ee839394 — Thu, 18 Jul 2024 15:29:28 GMT

Yes, I tested again with Wifi on and after dialling 150 and pressing 1, it says, "Sorry, that option is not on my list".

So I left the Wi-Fi on, went to Settings in the Phone app, and turned off Wi-Fi Calling (preferred). When I tried again, the options worked fine. So, that Wi-FI Calling feature seems to cause the issue. Maybe it can be fixed on the EE end or mention the bug with the options if it happens, and EE customers will know to turn it off so they can get through.

Re: Re: Unable to view bills in app or web

coffeelover24 — Thu, 25 Jul 2024 13:07:54 GMT

If the staff at EE tell you this is a new thing or its a bug that is rubbish! I have been unable to get on my account for 2 years at least, after numerous calls and visiting stores I gave up. my contract ends in 2 days and will be glad to get rid of this company. Never again will I return to EE. And yes I have tried logging on through my mobile/mac/ipad and even work computer.

Re: Re: Unable to view bills in app or web

Leanne_T — Thu, 25 Jul 2024 13:30:22 GMT

Hi @coffeelover24

I am very sorry to hear this.

Did the team open a support ticket to get your EE account looked into?

Leanne.