topic Re: Unable to see bills for mobile or broadband in EE app and website

Unable to see bills for mobile or broadband

Swann9339 — Sat, 18 May 2024 13:20:19 GMT

I’ve been with EE since mid February 24 and I still can’t see my bills on the app. I keep getting EE phoning me to say that they have now resolved the issue and I should be able to see them in a week or so ( I think this is just a get out of the issue), because when I try it a week later I still can’t see my bills. I keep getting the notice to say “ it’s not your fault it’s ours and we’re trying hard to fix it, try again later “.

customer service just keeps giving me bull s***.

Re: Unable to see bills for mobile or broadband

Leanne_T — Sat, 18 May 2024 14:08:51 GMT

Hi @Swann9339

I am very sorry to hear this is happening when trying to view your bills.

If you give our mobile guides another call on 150, they can check the account and see what is needed to get this sorted for you.

Let me know how you get on 🙂

Leanne.

Re: Unable to see bills for mobile or broadband

rebeccaburton40 — Sat, 21 Sep 2024 16:22:19 GMT

Thank goodness it's not just me. It's a dreadful website. Not user friendly imo. Rebecca

Re: Unable to see bills for mobile or broadband

Katie_B — Sun, 22 Sep 2024 07:52:29 GMT

Hi @rebeccaburton40 .

Welcome to the EE Community.

Have you been able to report this to our technical care team?

Speak soon,

Katie

Re: Unable to see bills for mobile or broadband

Swann9339 — Mon, 23 Sep 2024 09:35:14 GMT

Yes I have reported this problem on several occasions. When I moved over
from BT to EE I’ve had nothing but trouble we them.
I moved our 4 SIM cards over over the phone, but couldn’t do the same for
my broadband, even though I’m 73 years old and disabled I had to go to the
EE shop. I been getting emails to my bill is ready to see in the app…… but
I can’t…. Because EE say that it doesn’t recognise my details.
I have phoned at least a dozen times with this one issue and every time
they say they will sort it out but it takes about a week for them to merge
it together with my SIM cards.
The last time I had a phone call from EE to say that the broadband is not
registered with them??? Funny how they can take the payment each month
though.
I have been told that I need to go online to register it before I can see
my bills.
I am totally pee off with it all.
It’s not rocket science……….. all they had to do in February this year was
to move the sims and broadband over…. How hard can it be 🤔

Re: Unable to see bills for mobile or broadband

rebeccaburton40 — Mon, 23 Sep 2024 10:01:47 GMT

No I haven't had time. It doesn't sound like it will make any difference judging by all the other comments.

Re: Unable to see bills for mobile or broadband

Jackbart — Wed, 20 Nov 2024 22:10:24 GMT

I’ve been on the phone for hours at a time since EE took over BT late August I still cannot see my bills raised complaints but have got nowhere really is getting beyond the joke can someone deal with this

Re: Unable to see bills for mobile or broadband

Xray9 — Tue, 26 Nov 2024 11:00:19 GMT

I can't see my bills either - the website is **bleep**. Just endlessly goes round and round in circles. The app is just as bad, on my pixel it ALWAYs says it's having trouble try back later. Im on a business tariff yet can't even supply my accountant with a simple bill for my contract. This is the worst phone company I have ever dealt with, not only will I not renew my contract, I will actively advise colleagues to look elsewhere

Re: Unable to see bills for mobile or broadband

Fedup13 — Wed, 23 Apr 2025 16:05:25 GMT

I can't see my bill!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! I've been trying since October 2024!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

A bit annoyed!!!!!!!!!!!!!!!!!!!

Have called numerous times and been told all sorts of things: Such as it's my fault, I'm an idiot, router facing the wrong way, the system doesn't work. etc........

Was told they'd get back to me with a solution within 7 working days back in February and I haven't got the strength to call again!!! to be told God knows what rubbish. However, don't see why I should pay a bill, especially if prices have changed and I can't see it so guess I will cancel my direct debit.

Re: Unable to see bills for mobile or broadband

Fedup13 — Wed, 23 Apr 2025 16:06:56 GMT

It's on EE's hands if I decide to do something worse. This is driving me mad!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Re: Unable to see bills for mobile or broadband

Katie_B — Thu, 24 Apr 2025 08:25:15 GMT

Hi @Fedup13.

Thanks for coming back and keeping us updated.

Was it our technical care team who arranged a call back with you back in February?

I'd love to see if I can help.

Katie

Re: Unable to see bills for mobile or broadband

Stuart-P — Mon, 05 May 2025 21:07:27 GMT

I’m exactly the same - had mobiles with EE for years - then got told by BT I need to change my broadband over to EE too.

Ever since I have been unable to originally see my broadband on the mobile app (which they tell you to use)

finally fixed after 6 months of regular calls and lots of promises - then finally I can see my broadband within the same account / mobile app

now I just can’t download the bill - and have to take for granted they aren’t charging me for something I didn’t know I was meant to pay for !!! How long can it take to get this issue fixed - reported every month and still Jack - Sh*t happening

once I’m out of the contract Sky is ready to take the lot over - mobiles / broadband / subscription the lot !!!

wiill EE ever fix the problem !!! Not in the 13 months I have left that’s for sure

Re: Unable to see bills for mobile or broadband

Rach_H — Tue, 06 May 2025 10:49:48 GMT

Hi @Stuart-P,

Welcome back to the Community!

I'm sorry to hear you're having trouble viewing your bills, as this is never what we want to hear. Have you asked the team about having paper bills sent out while this is being resolved, so you can check for any additional charges?

Rach