topic Website problems in Contracts & Billing

Website problems

RobertsonA01 — Sun, 10 Nov 2024 15:04:13 GMT

Is there a problem with the web site as I can't view bills and usage?

Re: Website problems

Alex_H — Mon, 11 Nov 2024 09:37:57 GMT

Hi @RobertsonA01,

Welcome to the EE Community

Are you still having an issue viewing your bills and usage on the website today? What is happening when you try and are you able to view them in the app ok?

Alex

Re: Website problems

KSharif — Mon, 11 Nov 2024 13:05:23 GMT

we cant see the bills and contracts

Re: Website problems

Leanne_T — Mon, 11 Nov 2024 18:45:17 GMT

Hi there @KSharif

Thanks for coming to the community.

Could I take some extra details to see what could be causing this for you, do you have a new EE contract?

Do you get an error message when you log into the EE account? If so, what is the message?

Speak soon 🙂

Leanne.

Re: Website problems

PaulITRS — Thu, 14 Nov 2024 10:30:04 GMT

Hi RobertsonA01. I have the same issue. I've checked again today and still can't view bills. Are you still experiencing the same issue?

Re: Website problems

PaulITRS — Thu, 14 Nov 2024 10:32:20 GMT

I have the same issue. I can't view Bills. As soon as I select view my current bill (Paid) the section where the bill usually is displayed is completely blank. There are No error codes or messages either.

Re: Website problems

Ali_A — Thu, 14 Nov 2024 12:45:33 GMT

Hi @PaulITRS

Can you try logging out of the EE account, clear the cookies and cache, then log back in and try again?

If you're still experiencing the same issue, can you try an alternative browser?

Ali

Re: Website problems

maxbristol — Sat, 04 Jan 2025 09:17:35 GMT

The EE website is shocking! I have been unable to view my bills, arrange an upgrade or access important account info. I am so disappointed with the service provided by EE that I am considering leaving.

Re: Website problems

Peter_W — Sat, 04 Jan 2025 13:42:05 GMT

Hi there @maxbristol.

Welcome to the EE Community, and I'm sorry to hear you're having some trouble accessing your details too.

Is it only via the website that you're encountering these issues, or are you noticing the same via the app too?

I'd recommend giving a different browser a try, as well as clearing your cookies and cache, as this can help rule out it being linked with your browser settings.

Peter

Re: Website problems

maxbristol — Sat, 04 Jan 2025 15:18:20 GMT

Hi Peter,

There is a bug with my online account that has been ongoing for many months which means I cannot access my account fully via the web. It has nothing to do with browser type or cookies.

I have been promised a fix but nothing is forthcoming. EE and now sending my bills via the post, free of charge, as they admit it is their mistake.

I will not be staying with EE after their failure to provide a fix for a long running problem.

Re: Website problems

Peter_W — Sat, 04 Jan 2025 15:23:55 GMT

Thanks for explaining here @maxbristol.

This is definitely never how we'd want you to feel, but I can appreciate you'll feel let down if this has been ongoing for a while.

Occasionally if an issue is complex we'll need to log a ticket and it can take some investigation to resolve, but I'm confident our team will be doing all they can to get this resolved for you.

Peter

Re: Website problems

maxbristol — Sat, 04 Jan 2025 15:24:23 GMT

EE have admitted there is an error with a number of online accounts that can't access bills and upgrade/account options online. They have so far refunded me £24 over two months and are sending my bills via the post free of charge.

Re: Website problems

RobertsonA01 — Sat, 11 Jan 2025 12:53:42 GMT

No, still can't see bills and useage!

I have to provide this information every month so find it hard to believe it's not been fixed yet. I had to get in touch and get them emailed last time.....not efficient.