topic Re: Impossible to download latest bill in EE app and website

Impossible to download latest bill

khw77 — Tue, 19 May 2026 16:49:52 GMT

I have tried multiple ways of download ing my latest bill without success.

1) Logging into the website and navigating to the Billing and Payments page just gives me endlessly bouncing dots below the Billing and Payments header. I am using a Mac with the latest OS and have tried both Safari and Edge browsers with the same result.

2) I get a bit further with the EE app. Billing shows me he latest amount owing and clicking on Download your bill as a pdf does indeed display the bill, but both short and long touches on the download icon in the top right corner have no effect (except for displaying 'Download' with a long touch). Nothing is downloaded and there is no way of sending the displayed bill to a printer or other app. It also shows only the first of three pages.

Can anyone reproduce these issues? Thanks, Keith

Re: Impossible to download latest bill

Rach_H — Wed, 20 May 2026 08:26:22 GMT

Hi @khw77,

Welcome to the Community!

I'm sorry to hear about the trouble you're having with downloading your bill, as this isn't what we want to hear at all. I'm not aware of any issues, so I'd recommend reaching out to our team and they will be able to take a look into why this is happening, and work to get this sorted.

Rach

Re: Impossible to download latest bill

pedrodiablo — Wed, 20 May 2026 19:30:58 GMT

I have the same issue. Impossible to download a bill on the app. The download icon/button does nothing.

Re: Impossible to download latest bill

Aben2 — Wed, 20 May 2026 19:56:44 GMT

I have the same issue

Re: Impossible to download latest bill

khw77 — Wed, 20 May 2026 20:41:19 GMT

Many thanks pedrodiablo and Aben2 for confirming the problem. I have raised an official complaint with EE so it’s good that I can confirm to them that it’s not just me

Re: Impossible to download latest bill

georgeq11 — Sun, 31 May 2026 18:36:13 GMT

Having the same issue. Have you found a solution?

Re: Impossible to download latest bill

khw77 — Sun, 31 May 2026 21:11:01 GMT

HI georgeq11, unfortunately not - I am still waiting for a reply to my complaint. I will escalate it if I don’t hear anything soon

Re: Impossible to download latest bill

Michael_D — Mon, 01 Jun 2026 08:47:28 GMT

Hi @georgeq11

Welcome to the community.

If you haven't already, it is worth speaking to our tech guides so they can look at you account and raise a ticket if needed.

They can also open a complaint to track this while it is being looked into.

Michael

Re: Impossible to download latest bill

Marcc2026 — Mon, 15 Jun 2026 09:51:38 GMT

I also have the same problem. It is impossible to download my bill either on the App on the the Web. Please fix this!!

Re: Impossible to download latest bill

Christopher_G — Mon, 15 Jun 2026 17:20:35 GMT

Hi @Marcc2026

Welcome to the community.

I'm sorry to hear that you're having this issue too. I recommend following @Michael_D's advice above and speak with our technical support team.

Keep us updated with what happens please.

Chris

Re: Impossible to download latest bill

khw77 — Mon, 15 Jun 2026 18:34:21 GMT

As the OP for this thread, I have been liaising with Executive Complaints for the last month or two about this issue. My latest feedback from them is "this issue is currently logged as a known national fault, and the relevant team is actively investigating it" . Let's hope for a speedy resolution.

Re: Impossible to download latest bill

Marcc2026 — Tue, 16 Jun 2026 08:37:42 GMT

Hi @Christopher_G

I have spoken with EE and they say they are aware that there is an issue with the iOS App that they are trying to resolve. They are working on a fix and hope to update the App soon!

Thanks

Marc

Re: Impossible to download latest bill

Michael_D — Tue, 16 Jun 2026 08:48:03 GMT

Thanks for the update @khw77 and @Marcc2026.

I hope they have it fixed soon.

Michael

Re: Impossible to download latest bill

Smithaced — Tue, 16 Jun 2026 09:52:21 GMT

I'm having the exact same issues. You web chat is utterly awful and an insult to customer service. You are in the communications industry and this is the best you can offer.

Re: Impossible to download latest bill

uv101 — Wed, 17 Jun 2026 08:03:22 GMT

This is not a tech support issue.... EE have just removed the option to download a PDF of the bill. Absolutely ridiculous!!!

Re: Impossible to download latest bill

Clairnoel — Fri, 19 Jun 2026 09:11:02 GMT

Mine is the same it happened for May’s bill and now I can’t load Junes either. Can this please be sorted asap?

Re: Impossible to download latest bill

Rach_H — Fri, 19 Jun 2026 11:52:33 GMT

Hi @Clairnoel,

Welcome to the Community!

I'm sorry to hear you're having trouble seeing your bill. If you give our team a call then they will be able to look into why this is happening, and get a paper bill sent out if needed.

Rach

Re: Impossible to download latest bill

Smithaced — Fri, 19 Jun 2026 12:03:09 GMT

How about you just look at how many people are having the same problem and investigate.

This is pathetic service this problem has been going on for ages.

Re: Impossible to download latest bill

Rach_H — Fri, 19 Jun 2026 14:48:44 GMT

Hi @Smithaced,

Without our team looking into customer accounts we're not able to see if the same issue is affecting everyone, which is why we would need you to call. The team can then raise the issue and see who is being impacted by what.

Rach

Re: Impossible to download latest bill

khw77 — Fri, 19 Jun 2026 15:19:25 GMT

Hi Rach

You'll see from my post of the 15th that EE Executive Complaints have said ""this issue is currently logged as a known national fault, and the relevant team is actively investigating it".

As a known national fault, raising it with a customer support team would seem to waste everyone's time in going through the same hoops that I have been going through since May. I was told it may take a month or two to remedy

Keith