topic Re: Unable to download invoice in EE app and website

Unable to download invoice

tim010470 — Tue, 22 Oct 2024 08:45:18 GMT

Every month I am asked by our finance team to download our EE invoice, which has never been a problem before. I now however, in line with it looks like a lot of your other customers, am now unable to download the invoice. I click on the download link and it just comes up with the menu again. Please solve this as I need my bill - otherwise I will have to revert to requesting paper copies, which will not look good on your 'green' policy!

Re: Unable to download invoice

Linzi_H — Tue, 22 Oct 2024 11:28:25 GMT

Hi @tim010470

Welcome to the community.

I understand how frustrating it is when things don't work as expected, and I know you'll be eager to get access to your bills.

If you give our team a call they'll be able to help further.

Linzi

Re: Unable to download invoice

tim010470 — Tue, 22 Oct 2024 13:12:42 GMT

Absolutely hopeless. This will no doubt mean hanging on the end of the phone for hours on end and then getting through to somebody reading that will not be able to deviate. The world today! You obviously don't have any problems in getting the bills paid. Shame you can't make the view of where the payments have gone as easy for the customer as it is for the supplier.

Re: Unable to download invoice

Linzi_H — Tue, 22 Oct 2024 13:43:45 GMT

I'm really confident the team will be able to help further @tim010470, please give us a call when you get the chance.

Linzi

Re: Unable to download invoice

tainatech — Tue, 29 Oct 2024 16:02:17 GMT

We are having the same problem downloading invoices. The EE Community Support Team's reply did not give any technical advice on how to solve the problem. Can you advise if the EE website has a technical problem?

Re: Unable to download invoice

tim010470 — Tue, 29 Oct 2024 16:09:22 GMT

The EE 'advice' has been worse than useless. I have however managed to come up with a workaround. If you download the EE app onto your device, you can access the invoices with no problem at all. I do hope this helps as I know how frustrating this whole issue is/has been!

Re: Unable to download invoice

Lesley_W — Wed, 30 Oct 2024 08:54:31 GMT

Hi @tim010470

Welcome to our community.

I appreciate you taking the time to share what has worked for you.

Lesley

Re: Unable to download invoice

CharlieLarco — Tue, 03 Dec 2024 20:45:31 GMT

It doesn't work for me as I am an external accountant and don't have access to the App! Thanks EE for what seems like no help at all! Like others, I have tried online chat and getting hold of someone to assist which has proved an absolute waste of time!

Re: Unable to download invoice

Chris_S — Wed, 04 Dec 2024 10:42:16 GMT

Hi @CharlieLarco I'm sorry to hear you're not able to download your bill, I can imagine it's very frustrating for you.

If you don't have the My EE app, you can still log into your My EE account via a web page, you can access that by clicking this link here

Chris S

Re: Unable to download invoice

CharlieLarco — Wed, 04 Dec 2024 10:58:49 GMT

Chris,

Thank you for responding however, it's been no help at all. I am more than able to log in to our online account, but none of the links to view bills and payments work! (Like many others it would appear).

I've tried different PC's and web platforms just in case there is something prohibiting the download from our end but none work.

I have also attempted to contact EE on a few occasions but despite 'my call being important', it appears not important enough for anyone to become available. As I actually seem to be making progress in the way that I am now in communication with an EE member, can you please arrange for someone to contact me or for our invoices to be emailed directly? Or of course, another alternative would be to fix the EE website?

I have spent over a month wasting my time trying to download an invoice, what should be a very simple task!!!

Looking forward to hearing from someone that can resolve my issue.

Re: Unable to download invoice

TWren24 — Wed, 04 Dec 2024 11:15:01 GMT

Don't expect anything from EE, or indeed any other Tech company. As far as they are concerned, we, the customer, are just a piece of **bleep** on their shoes!

Re: Unable to download invoice

Linzi_H — Wed, 04 Dec 2024 17:39:32 GMT

Hi @CharlieLarco

We don't have any account access here within the community to arrange this I'm afraid.

I would suggest calling the team directly so they can check your account and make sure access to your bills is resolved.

Linzi

Re: Unable to download invoice

CharlieLarco — Thu, 05 Dec 2024 12:21:56 GMT

I am sure I have mentioned and made it perfectly clear from my previous message, that it is pretty much impossible to get hold of anyone in EE!!!

I appreciate my time obviously doesn't seem important to EE however, yet again, I have wasted more time on these messages just for you to tell me to call which is what I have previously tried to do many times (and you would have seen, had you bothered to read my previous messages). Clearly your time is much more important than mine.........yes, the CUSTOMER!

Re: Unable to download invoice

Michele16 — Mon, 13 Jan 2025 11:46:05 GMT

I am having the same problem. When I contacted them, (after 27 minutes on the phone) I was told they would email me a copy, 4 days later I still haven't received it.

Re: Unable to download invoice

TonySh — Fri, 24 Jan 2025 21:00:11 GMT

I need to download invoices for my tax reign. Where are they and why do you force me to contact customer services with a huge waiting period? I am angry and frustrated and have made my mind to leave you when my contract ends in October.

Re: Unable to download invoice

Ali_A — Sat, 25 Jan 2025 08:47:29 GMT

Hi @TonySh

Have you tried logging in to your EE online account to view /download your bills?

Alternatively you can also download your EE bills through the EE app. Just click View Bill then the Download bill button.

If you're facing any difficulty in viewing or downloading your bills online or through the app, you can call our Customer Service team who will be very happy to help.

Ali

Re: Unable to download invoice

TonySh — Sat, 25 Jan 2025 12:06:57 GMT

Hi
Of course I have used the app and have tried to download invoices but the app won't provide me with historic payments which is what I am seeking. Do you have a problem with your system as it's asking me to 'try again'?

Blessings,

Tony Shields

[Mod Edit : Please don't include personal information in public forums]

Re: Unable to download invoice

Ali_A — Sat, 25 Jan 2025 12:10:07 GMT

@TonySh

We're not aware of any issues with viewing bills at the moment. I've just checked on mine and it worked as expected.

On the App, if you click bills and payments and click view full bill, there is a drop-down option at the top where it shows the date which allows you to select a previous 6 months.

How far back were you looking to go?

Ali