topic Re: The issue with downloading bills/invoices in EE app and website

The issue with downloading bills/invoices

sayling — Thu, 14 Nov 2024 16:05:36 GMT

There are multiple reports in this forum of people not being able to access or download their invoices from the EE website.
Most of them seem to have a response about clearing cookies and/or cache, trying a different browser and asking if error messages are displayed.

Let me clarify things here...

After logging in to my account, I end up at https://ee.co.uk/exp/home

Just below the toolbar (Mobile - Broadband - TV & Sport - Gamin - Tech - Security), there is a banner with links to Bills & Payments ( https://ee.co.uk/bills-payments/mobile/your-bills), Plans & Subscriptions (https://ee.co.uk/plans-subscriptions/mobile ) and Orders (https://ee.co.uk/orders ).

Clicking either of the first two results firstly in a redirection through in https://auth.ee.co.uk/ (plus a string full of session/authentication parameters) before ending up at the URLs above but with no details displayed in the page.

There are no error messages.

All that is on the page - either page - is this:

It has been like this for a while now, hence the multiple reports.

I have replicated this in Internet Explorer, Chrome and Edge.

Please get this fixed

Re: The issue with downloading bills/invoices

Peter_W — Thu, 14 Nov 2024 18:20:01 GMT

Good evening @sayling, welcome back to the Community!

Thanks for taking the time to share all of the details you've noticed when trying to log into your account.

When you select any of these options it does take a few moments to redirect to the correct page and load your details, but definitely shouldn't have any issues.

Are you using a VPN, and if you try and log in via the app are you able to see these details?
Peter

Re: The issue with downloading bills/invoices

sayling — Thu, 14 Nov 2024 20:18:07 GMT

Hi @Peter_W and thank you for the welcome back.

Logging into my account is not an issue, which I think is worth clarifying as you said '

@Peter_W wrote:
...the details you've noticed when trying to log into your account....

I am aware it takes a few moments, as it is during that time that I can see the redirection taking place that I mentioned above. However, I can sit an wait for a very long time and still see nothing other than what was in the screenshot originally posted. In fact, I can wait sufficient time for my account to be logged out of, and still no details appear.

No VPN in use.

The app is not the issue and details can be viewed fine there.

Re: The issue with downloading bills/invoices

ANG44 — Fri, 15 Nov 2024 12:47:29 GMT

Hi, Did you resolve this I am having the same issue.

Thank you

Re: The issue with downloading bills/invoices

sayling — Fri, 15 Nov 2024 17:37:29 GMT

Nope. Not sure there is anything I can do to resolve EE's issues, sadly.

Ideally, one would hope they could find someone in the company to actually check the functionality of their website, with a user account and not a developer account, so that they can see what everyone else has been seeing for months now

Re: The issue with downloading bills/invoices

sayling — Fri, 15 Nov 2024 23:22:05 GMT

Just received this email:

"sayling, we want to be sure you got the information you were looking for.

Your topic: The issue with downloading bills/invoices

If someone's reply was so helpful that it solved your issue, tap the 'solution' button. This helps others with the same query find the correct answer.

And, it'll make the person who helped you feel appreciated!

If you didn't find the perfect answer, please post a comment to let us know. It's likely that other customers, such as our Community Stars, will help you out. If they can't help, a member of the EE Community Team will."

Sadly, no solution as of yet

Re: The issue with downloading bills/invoices

mkcomputing — Sat, 16 Nov 2024 10:31:07 GMT

@sayling wrote:
Sadly, no solution as of yet

Your first message is spot on in its description of what many people have experienced. EE does try to send it back to the user with that list of things to try. They have now added the "wait a bit" step.

In reality, it seems to be an issue at their end. It may be specific to particular accounts, what they cover and how they are set up.

In an earlier discussion of this phenomenon, one of EE's little helpers stepped in and used the private message facility to ask for account details that they could pass on to someone high up the food chain.

Mobile Number:
Error Seen:
Account number if available:
EE ID E-mail address:

I did that and after a few days I was back to normal. (He said, touching wood.) I received no explanation of how the kind soul had waved their magic wand.

It may have been a coincidence, but that seems highly unlikely, so I am left to assume that some accounts get clogged at the EE and only they can open the floodgates. Any other suggestions are unlikely to achieve much.

Good luck.

Re: The issue with downloading bills/invoices

sayling — Sat, 16 Nov 2024 15:44:39 GMT

Nice - thanks for bringing that into this thread.

Now to wait for a similar PM...

or for someone to actually acknowledge the wider issue and ask people to identify themselves when they have the issue...

or, you know, find out who they are, what causes it and rectify the issue globally

Re: The issue with downloading bills/invoices

mkcomputing — Sun, 17 Nov 2024 16:12:32 GMT

Yes. EE can reduce grief by identifying and fixing broken accounts.

Or by offering advice on what victims can do without hiding behind pointless "try this" suggestions. I have seen no evidence that this has rescued anyone from the issues described here.

Re: The issue with downloading bills/invoices

sayling — Fri, 22 Nov 2024 19:39:12 GMT

Still the same, as far as I can see

Re: The issue with downloading bills/invoices

Michael_D — Sat, 23 Nov 2024 15:46:51 GMT

Hi @sayling

If you are still seeing the same as your original post, I would recommend getting in touch with our tech guides, so they can look into it further for you.

If it isn't something they can resolve, they can raise a ticket if needed for our back office teams to continue working to a resolution.

Michael

Re: The issue with downloading bills/invoices

sayling — Sat, 23 Nov 2024 18:23:40 GMT

I can't see a relevant section regarding issues with the website, @Michael_D - can you help more on this?

Re: The issue with downloading bills/invoices

Michael_D — Sun, 24 Nov 2024 08:18:48 GMT

There isn't a specific option for the website @sayling, but if you choose the option for technical support, that will get your to the right people.

Michael

Re: The issue with downloading bills/invoices

sayling — Sun, 24 Nov 2024 10:13:53 GMT

That seemed a bit pointless, sending me to that link, @Michael_D , when more or less all the options lead to the advice to ring 150 during 'normal' hours. Or coming to the community, which - as we all know, I have...

Unless I'm missing something, you want me to contact normal customer services, over the phone, to discuss an issue that they won't be able to see on the phone, when I've already provided details, including screenshots, in this thread?

Re: The issue with downloading bills/invoices

Michael_D — Sun, 24 Nov 2024 10:18:10 GMT

It is to report it to our technical team @sayling. The link was purely so you had all of the available numbers to call.

We don't have access to your account through the community, so while you have provided some details here, we are not able to view full details needed and don't have the ability to raise a ticket if it is needed. Generally the tech team will just need details of what happens, but if they need screenshots, they'll give you information on how to forward them on to them.

Michael

Re: The issue with downloading bills/invoices

katie_bignell — Mon, 25 Nov 2024 17:44:47 GMT

I've been having this issue for months now, and it's tedious when I have to do our work accounts and I need them for the accountant. I've tried several browsers and cleared caches and all the usual solutions... But still nothing. I rang up customer services and apparently it's a "known issue" and their solution was to download the invoices I needed and then email them to me. Which was very handy, but I shouldn't have to do that. Anyone found a decent solution?

Re: The issue with downloading bills/invoices

mkcomputing — Mon, 25 Nov 2024 18:53:15 GMT

@katie_bignell wrote:
Anyone found a decent solution?

This is a long running saga that EE doesn't seem to be able to mend at the platform level. Maybe it is down to merging BT's and EE's systems. No one from EE has ever offered an explanation.

The only way around this that seems to stick is to ignore all of the "trouble at the user end" and to see if you can get one of the helpers here to pass on your details to the people who can tie together the details of your account.

Mobile Number:
Error Seen:
Account number if available:
EE ID E-mail address:

This seems to be the only reliable way out of the black hole.

Re: The issue with downloading bills/invoices

sayling — Mon, 25 Nov 2024 19:50:26 GMT

@Michael_D wrote:
It is to report it to our technical team @sayling. The link was purely so you had all of the available numbers to call.

The link goes to various places that suggest, effectively, to ring 150, which I just did. Despite the link saying the lines were open until 21:00 tonight, the recording told me the office was shut.

So the details in the linked page https://ee.co.uk/help/contact-ee/technical-support/mobile-phone :

are also wrong...
And I am still, like many, many others, unable to access the pages for my account.

Are you unable to feed this back to the tech people, so they can reach out to me? I assume you can at least see my email associated with this community account, which is obviously the same as for my online account?

Re: The issue with downloading bills/invoices

mkcomputing — Mon, 25 Nov 2024 22:21:35 GMT

It took one of the minders here to forward my details to tech support. I sent them via a private message.

Nothing else worked.

They seem to have given up on that solution. Probably because it swamped the system.

Re: The issue with downloading bills/invoices

sayling — Mon, 25 Nov 2024 22:29:35 GMT

@mkcomputing wrote:
It took one of the minders here to forward my details to tech support. I sent them via a private message.

That seems a pointless extra step... as far as I can tell, we can only access this community if we use our account details, so surely they could be sent through anyway