topic Re: Unable to view bill in online account in Contracts & Billing

Unable to view bill in online account

ccccc2024 — Mon, 25 Nov 2024 09:26:46 GMT

I am unable to view my bills online. When I log into the account and click 'Manage' and 'Bills and Payments' it doesn't do anything. I need to view and print the bill for VAT purposes. I have tried various browsers, on mobile and PC. So far nothing helps and no online chat or help available

Re: Unable to view bill in online account

Katie_B — Mon, 25 Nov 2024 12:59:45 GMT

Hello @ccccc2024.

Welcome to the EE Community.

Have you previously been able to see your bills OK or have you just joined EE?

Katie

Re: Unable to view bill in online account

ccccc2024 — Mon, 25 Nov 2024 13:03:13 GMT

We have been with EE for many years. There was a period of time a couple of years ago when i couldn't view the bills but it rectified itself and i have been able to view them for a while now.

CCCCC

Re: Unable to view bill in online account

Katie_B — Mon, 25 Nov 2024 13:04:24 GMT

Thanks so much for confirming @ccccc2024.

Do you have access to the EE app? if yes, can you view OK there?

Have you recently made any changes to your EE account?

Katie

Re: Unable to view bill in online account

ccccc2024 — Mon, 25 Nov 2024 13:06:46 GMT

I have tried on the app and still cannot view - no changes to the account recently

CCCCC

Re: Unable to view bill in online account

Katie_B — Mon, 25 Nov 2024 13:11:58 GMT

Do you see any error messages @ccccc2024?

Could I also please confirm if your account is a business account or a personal?

Katie

Re: Unable to view bill in online account

ccccc2024 — Mon, 25 Nov 2024 13:23:41 GMT

The bills are in the business name so i assume its a business account

CCCCC

Re: Unable to view bill in online account

Katie_B — Mon, 25 Nov 2024 13:46:24 GMT

Thanks for confirming @ccccc2024.

In this case I'd recommend giving us a call.

Our technical care team may need to open a ticket for this to be looked into if you have been able to view bills OK previously.

Our customer care team will also be able to help get your bill to you ASAP.

Katie

Re: Unable to view bill in online account

KOS1956 — Fri, 10 Jan 2025 05:38:43 GMT

I've been trying for over a week to get access on like to manage and 'bills and payments'. Nothing, it doesn't work on my mobile phone, I thought it might be safari, so I logged in via Chrome still nothing. It is unbelievably frustrating. I have been unable to see what ee are charging for and they have just taken out a huge amount out of my account.

Help is also unable ....... where do I go ?

Re: Unable to view bill in online account

Linzi_H — Fri, 10 Jan 2025 10:46:23 GMT

Hi @KOS1956

Welcome to the Community.

Are you able to log into your online account OK and from there cannot view bills, or are you getting stuck at the logging in part? Have you tried the EE app and your main online account?

Linzi

Re: Unable to view bill in online account

KOS1956 — Mon, 13 Jan 2025 00:21:19 GMT

Hi Linzi

I am able to log into my online account OK and cannot view bills from there. i don't have the app installed, so I haven't tried there. Thanks

Re: Unable to view bill in online account

Chris_S — Mon, 13 Jan 2025 11:16:28 GMT

Thanks for letting us know @KOS1956

Do you get any error messages when you try to view your bills?

Chris S

Re: Unable to view bill in online account

KOS1956 — Tue, 14 Jan 2025 06:06:29 GMT

Hi Chris

No, it just keeps going to a screen with no info on it.

Just tried it again and got the same issue - cant view my bill or usage.

Re: Unable to view bill in online account

Lesley_W — Tue, 14 Jan 2025 11:04:58 GMT

Thanks for confirming that @KOS1956

I'd recommend raising this with our team over the phone who can investigate this and get a resolution for you. You can see ways to contact them here Contact Us | Business Help | EE Business.

Lesley

Re: Unable to view bill in online account

Lauren1409 — Wed, 19 Feb 2025 11:16:13 GMT

I have been trying for weeks to manage my account online. Error messages usually say that the "service is temporarily unavailable" - very disappointing given that this issue seems to have been around for months now. EE, you're a big company, surely your IT department are able to fix a simple website issue!?

All i want to know is when my plan comes to an end, and no, i don't want to call you. This information should be easily available on my account.

And before you ask, yes i've tried your app, and yes i've tried on a computer. Just resolve the issue please.

Re: Unable to view bill in online account

Rach_H — Wed, 19 Feb 2025 14:37:03 GMT

Hi @Lauren1409,

Welcome to the Community!

We know how important it is for you to be able to view the details of your plan, however, the easiest way to get this reapired would be to speak with our team, so we can take some details, and look into what is causing this problem for you, and work to repair this.

If you text 'INFO' to 85075 then you can find out when your plan is due to end.

Rach

Re: Unable to view bill in online account

Lauren1409 — Wed, 19 Feb 2025 15:17:53 GMT

Thanks for the reply but that wasn’t helpful either. I got a response about a termination fee and why I shouldn’t leave, and if I have a device I’ll still have to pay for it. No date of when my plan is up. FYI - my plan is for broadband, not a mobile device.

I have no desire to phone you and sit on hold, then provide countless security question answers to simply find out a date of when my broadband plan ends. Just fix the website.

Re: Unable to view bill in online account

Rach_H — Wed, 19 Feb 2025 16:53:44 GMT

I understand not wanting to sit on hold @Lauren1409, however, the only way to get this information would be to call our team.

We also will be unable to pinpoint what is causing the issue you're having online without speaking with you, which is why I've recommended doing so.

You can also text 'HELLO' to 150 and follow the steps to request a callback.

Rach

Re: Unable to view bill in online account

Barry113 — Wed, 07 May 2025 09:25:47 GMT

I am having exactly the same issue.

Re: Unable to view bill in online account

Debbie_G — Wed, 07 May 2025 12:15:52 GMT

Hi @Barry113.

Welcome to the community.

Have you been able to view your invoices through your online account previously?
If you login through the EE app, do you experience the same issue?

Debbie