topic Re: Website not allowing you to access billing in EE app and website

Website not allowing you to access billing

ACB9 — Mon, 30 Sep 2024 09:13:41 GMT

I can login to the EE website but the minute I click bills and subscriptions, or click view my bill under this months statement value, it just loads a page that only displays the footer. From reading the community there is a lot of complaints on this, there is clearly something wrong with it.

As for clearing cache, using different devices, and using incognito yes done all these, can log in, can see personal info, can see what latest bill total is on home page but click anything else and it goes nowhere.

Please EE acknowledge it and find out what is causing it and resolve it. Its not the cache! but it is the type of things that makes people shift providers after a while.

Re: Website not allowing you to access billing

Leanne_T — Mon, 30 Sep 2024 14:13:41 GMT

Hi @ACB9

I am sorry you are unable to view the bills.

To get this looked into and see what could be causing this, please call us on 150 and the team will help you further. They can also look into any related incidents and make sure the relevant support team are aware you are impacted. If there is an open investigation you will be kept updated.

Thanks 🙂

Leanne.

Re: Website not allowing you to access billing

EJN123 — Wed, 02 Oct 2024 17:04:01 GMT

Hi Leanne / EE Support Team,

I have the same issue, this seems to be EE website glitch rather than an individual account problem. Please fix it urgently.

Thanks

Re: Website not allowing you to access billing

Leanne_T — Thu, 03 Oct 2024 11:58:16 GMT

Hi @EJN123

I am sorry we have no account access on the community to get this raised for you.

Please get in touch when you get the chance and the tech guides, will get this looked into for you. If there is an open ticket, they can add your details to let the support team know you're affected and keep you updated.

Leanne.

Re: Website not allowing you to access billing

dtht44 — Thu, 03 Oct 2024 12:13:32 GMT

I have the same problem. I cannot download this month's bill. Please help.

Re: Website not allowing you to access billing

Offshorefibreso — Thu, 03 Oct 2024 14:04:57 GMT

Having the same problem, need the bills to reconcile accounts etc.

Please rectify asap, it has been like this for at least 4 days!!!

Re: Website not allowing you to access billing

bsamba — Sat, 30 Nov 2024 18:05:00 GMT

Don't hold your breath. I have had the same problem for months - correspondence with the Executive Complaints team finally referred the matter to the "off-line" technical team, who acknowledged there was a problem, but since they could, apparently, access my account, all seemed to be OK and "try again". Needless to say no joy! They have asked for screenshots numerous times but still to no avail, Sorry to say this but both teams seem to be "not fit for purpose"!!! However, I am still corresponding with them and will inform the Forum if I get a satisfactory solution. Frustrating!

Re: Website not allowing you to access billing

Offshorefibreso — Thu, 05 Dec 2024 10:38:57 GMT

Thank you. I'm getting so frustrated running a business it's a nightmare. I was told all my invoices would be emailed, but even that didn't happen! I'm going to telephone again today!!!!!

Re: Website not allowing you to access billing

Coemlyn — Thu, 05 Dec 2024 11:50:41 GMT

Hi Leanne_T,

Just to be clear: do I use option 1 or 2 on the 150 line if I have issues solely with the EE website (getting 400 errors ATM) NOT my mobile or Broadband device/service?

Many thanks in advance.

Re: Website not allowing you to access billing

Lesley_W — Thu, 05 Dec 2024 14:14:34 GMT

Hi @Coemlyn

You can use option 1 if you are a mobile customer. This is just so that the right people can access your account but if you chose the wrong one, they can always pop your through to the correct one.

Lesley

Re: Website not allowing you to access billing

Chancellor — Sat, 04 Jan 2025 00:17:38 GMT

This has been going on for months now, every month I have had to sit and wait on a call to an advisor to pay my bill, nothing else works. Last month they did actually ackowledge there was a fault and there had been for a while. Boy oh boy, a tech company that cant keep its systems working, if they want my money they had better come calling, there are plenty of other options out there.

Re: Website not allowing you to access billing

infotransive — Mon, 06 Jan 2025 10:26:43 GMT

Yes, this is ridiculous. I think I will be cancelling our business ee account and going elsewhere.

Re: Website not allowing you to access billing

bsamba — Mon, 06 Jan 2025 12:03:08 GMT

Ridiculous, not strong enough! EE has agreed in writing there is a fault in
their software, that my account is possibly crossed with another one, and
that for security reasons they can't send me paper bills unless I pay for
them. They have promised to write to me setting out my options but no
letter has been received even after reminding them of their promise. Now
all is 'silence' - I have been 'cancelled'! My only option seems to be to
cancel my Direct Debit and take it to the Ombudsman/Ofcom. They are, I
understand, in breach of contract anyway since I did not receive a
'contract' when I switched from BT to EE some six months ago. What a
shambolic company!