topic Re: Cannot access broadband bills in Contracts & Billing

Cannot access broadband bills

Wiltshire7 — Mon, 24 Feb 2025 15:12:01 GMT

I receive an email and text each month to say that my Broadband Bill is now ready to view/download but for the past couple of months I log into my account and can't view or download the bills any more. I have tried on an android mobile phone and also on a laptop. I click on Manage then Billing and Payments and it just freezes and does nothing.

Re: Cannot access broadband bills

Linzi_H — Mon, 24 Feb 2025 17:40:47 GMT

Hi @Wiltshire7

Welcome to the Community.

I know you'll be eager to get access to your bills online again, and I appreciate you already trying on a different device.

Have you tried this on the EE app and your main online account?
Are the devices you're using fully up to date with the latest software updates?

Speak soon,
Linzi

Re: Cannot access broadband bills

Wiltshire7 — Tue, 25 Feb 2025 16:26:26 GMT

For the past couple of months I log into my EE account and cannot access bills and payments. I have checked that I've got up to date software and everything on my android phone and laptop but I still cannot view my bills. And no I don't want to use the EE app because last time I downloaded this onto my phone it caused me major issues.

Re: Cannot access broadband bills

Wiltshire7 — Tue, 25 Feb 2025 16:29:00 GMT

My devices are up to date. Still doesn't work, just sticks on billing and payments.

Re: Cannot access broadband bills

Debbie_G — Tue, 25 Feb 2025 18:43:36 GMT

Thanks for getting back to us with this information, @Wiltshire7.

I'd recommend getting in touch to speak with our team, they will be able to look into the issues you're experiencing when trying to access your bills further.

Debbie

Re: Cannot access broadband bills

Eddiestrat11 — Tue, 25 Feb 2025 23:11:40 GMT

I have the same issue, ever since moving my BT broadband to EE in January. Not only can I not view my bill via logging onto a desktop but nor via my Mobile EE app. Nor can I link my broadband account as the number is not found as a valid account number although it is the account number given to me by EE. I've had 7 or so calls with CS who just pass problem to "back office" team but it never gets fixed!