topic Re: We can't load this information. in Contracts & Billing

We can't load this information.

Charbel3 — Fri, 31 Jan 2025 16:28:52 GMT

I used to use Pay as you go, but I recently switched to a 12-month contract. However when opening my EE app to view my final bill and make my first payment, it says "We can't load this information", and has been stuck on this message for 4-5 days now. I have tried everything; deleting and re-installing the app, calling them, visiting the EE store (and told me they couldn't do anything). I need help urgently please. I have never seen a company that doesn't want to take your money.

This is genuinely unacceptable, and as a loyal customer I find this deeply disappointing.

Re: We can't load this information.

XRaySpeX — Fri, 31 Jan 2025 16:36:30 GMT

@Charbel3 : THere are no bills on PAYG. So you can't have a final bill.

Re: We can't load this information.

Ali_A — Fri, 31 Jan 2025 18:44:48 GMT

Hi @Charbel3

Welcome to the Community.

Great to hear you have moved to a 12 month contract!

It sounds like your online account is still set up with your closed Pay as you go account. Did you have a chance to connect it to your new 12-M pay monthly acc number?

If you have trouble linking it up, you can use an alternative email address to set up a new online account for the Pay Monthly account.

I'd recommend contacting Customer Care team again so they can raise a ticket to have your new Pay Monthly account linked to your login and remove the closed Pay as you go acc.

In the mean time, You can make a payment at EE Fast Payment. You don't need to log in to do this.
You can check the bill amount by texting BILL to 150 from your phone.

Ali