topic Re: Re: Unable to see any billing or statements in Broadband & Landline

Re: Unable to see any billing or statements

Tonyrex — Wed, 16 Oct 2024 14:47:31 GMT

I changed from BT broadband to EE in April 1924 and have been unable to access my on line account ever. Message says “not your fault, it’s ours. We are working hard to solve it”. Really? Now middle of October and still not paid anything. If I had not called the very unhelpful help line they would not know about it. Will they really be able to hit me with a bill for umpteen pounds when they eventually solve the “not my fault” problem?

Re: Re: Unable to see any billing or statements

Katie_B — Wed, 16 Oct 2024 15:57:21 GMT

Hi @Tonyrex.

Welcome to the community.

When you called our customer care team did they advise if any bills had been produced on our system?

During your transfer from BT to EE Broadband did you set up a Direct Debit?

Katie

Re: Re: Unable to see any billing or statements

MAP123 — Thu, 17 Oct 2024 20:43:40 GMT

Hi I have exact the same issue. Never been able to see a bill or my contract. Impossible to find since I moved from BT.
need to upgrade my phone but can see current contract. How did you find it?

Re: Re: Unable to see any billing or statements

Tonyrex — Thu, 17 Oct 2024 21:01:15 GMT

No to the first question, only asked when I last paid BT.

second question, no again. I received an email giving me all the details of the direct debit which led me to believe it was set up and ready to go. Nothing heard since and am concerned about the bill accruing month by month and ee helping themselves to a large amount from my account.

Re: Re: Unable to see any billing or statements

Lesley_W — Fri, 18 Oct 2024 09:45:40 GMT

Thanks for your reply @Tonyrex

I understand why this would be a concern for you. When was your last payment to BT?

Lesley

Re: Re: Unable to see any billing or statements

Tonyrex — Fri, 18 Oct 2024 10:50:54 GMT

11/04/2024. I gave this info to the operator on the help line who then put me on hold for over an hour without any human input telling me what was happening. I hung up.

Re: Re: Unable to see any billing or statements

Tonyrex — Fri, 18 Oct 2024 10:56:07 GMT

I received an e mail at the very beginning of the process of installing the new total fibre system. It gave all the details of the contract including the direct debit details. The equipment had not even been installed at that stage. Since then no payment been made and am unable to access my account on line. I genuinely thought I was the only one having a problem. What an eye opener this forum has been.

Re: Re: Unable to see any billing or statements

Lesley_W — Fri, 18 Oct 2024 13:14:35 GMT

I can understand why you wouldn't want to sit on hold that long @Tonyrex, I'm sorry that happened when you called.

If you aren't able to view your bills online, your bills would still be being generated on our system as the online account is just for viewing them. I assume you haven't had any payment reminders since you moved over?

Lesley

Re: Re: Unable to see any billing or statements

nobby23 — Sat, 19 Oct 2024 19:00:28 GMT

Also moved from BT to EE only on the mobile. Unable to access billing but if I ring or text 150 bill, I receive the correct amount I owe and my bills are paid. Spoke to a few people in Ireland who said there has been issues with the migration and to wait. I wanted to move the broadband over as well but it's no good if I can't access billing and make changes. I think the BT to EE move has not been as smooth as it could be. BT encouraged me to move the mobile over but will not let me move the broadband anyway because I have a year on the contract so I can't get any of the offers that come with being with one provider. Now waiting for the broadband contract to run down and check other options.

The best bit is that I'm on superfast broadband with a speed of 19MB, neither super nor fast.

Re: Re: Unable to see any billing or statements

XRaySpeX — Sat, 19 Oct 2024 19:05:48 GMT

@nobby23 :If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.

Re: Re: Unable to see any billing or statements

Tonyrex — Sun, 20 Oct 2024 18:31:52 GMT

Nothing at all.

Re: Re: Unable to see any billing or statements

Tonyrex — Tue, 22 Oct 2024 14:07:49 GMT

No reminders whatsoever.

Re: Re: Unable to see any billing or statements

Rach_H — Tue, 22 Oct 2024 16:40:32 GMT

Thanks for getting back to us @Tonyrex.

I can appreciate how frustrating this must be, so I'd recommend giving our team a call, and they an help you get this resolved moving forward.

Rach

Re: Re: Unable to see any billing or statements

frog73 — Tue, 22 Oct 2024 21:03:17 GMT

Cannot see any invoices for the last 3 months on website or mobile app. Tried different browsers and still nothing.

Re: Re: Unable to see any billing or statements

Linzi_H — Wed, 23 Oct 2024 09:49:20 GMT

Hi @frog73

Welcome to the community.

I'm disappointed to hear you're unable to see the information you need.

What's happening exactly when you head to the billing section? Do you see an error, or are the bills missing for the last 3 months?

Linzi

Re: Re: Unable to see any billing or statements

jaketheplumber — Thu, 24 Oct 2024 12:40:15 GMT

When I switched from BT to EE I was told that EE provide the broadband service but billing would still be handled by BT. Then 10 days after my new contract started I got an email from EE saying my bill was ready for payment. I had quite a healthy credit with BT at the time and when I logged in to their website there was a message that my credit had been returned, so I cancelled the DD and set one up with EE.

Re: Re: Unable to see any billing or statements

frog73 — Wed, 30 Oct 2024 17:29:25 GMT

from the website, it doesn't even go to a billing section. just goes to a contact us page.

Re: Re: Unable to see any billing or statements

Leanne_T — Thu, 31 Oct 2024 08:23:48 GMT

Hi @frog73

Thanks for coming back to us.

Do you have a mobile or broadband account?

When you log into your EE account, could you try selecting link a product and enter your details, does this work for you?

Leanne.

Re: Re: Unable to see any billing or statements

Tonyrex — Thu, 31 Oct 2024 17:29:22 GMT

No reminders or contact at any time. Find it hard to believe this is happening.

Re: Re: Unable to see any billing or statements

nobby23 — Thu, 31 Oct 2024 18:58:42 GMT

Same for me, nothing but contact pages. I've linked the mobiles but nothing.