topic Re: Broadband Billing app still not working in Broadband & Landline

Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 18:46:14 GMT

I know many of us have this problem with the voted best broad band company for 11 years……Tonight again I spoke to a very experienced and helpful lady that assured me it was all in hand i would have access to my broadband billing on the app. Problem is since September every time i ring EE i have hesrd this many times. Problem is i dont share the same faith …..

Apparently EE are well aware about the problem and red faced are working to resolve it. It just frustrating for us the customer not knowing the status of our accounts. If i incurred any extra costs for anything I would not know untill a see money taken from me account….. please EE sort this out for us all. ASAP

Re: Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 00:01:57 GMT

Yes i have this same problem

i signed up on the 27 th September and everyone i speak to tells me wait 7 to 10 days then its Ground hog day all over again. I have to keep explaining it again and again guess what….. im told its all fixed wait 7-10 days

i have no idea on my account status

should i cancel my direct debit???? Do i need to back to sky ? ????

i have tried and tried but still have never see my account status

Re: Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 00:08:17 GMT

I still have not seen my account just assurance the work order has sorted it out. But when i try to log in ….. still not working

Re: Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 00:12:32 GMT

I wish i stayed with Sky now ….

Re: Broadband Billing app still not working

Peter_W — Tue, 12 Nov 2024 10:36:20 GMT

Good afternoon @Merlyn2.

Welcome to the EE Community, and thanks for taking the time to reach out to us too!

Just to be sure with this, is your service up and running but you're unable to view your bills and account details, or are you still awaiting activation and need to log in for updates on the order?

Peter

Re: Broadband Billing app still not working

newforestuser — Tue, 12 Nov 2024 10:52:38 GMT

I know the feeling!

I've been fighting for a sight of a bill within my account for over nine months now. Weekly phone calls to 150, feigned surprise expressed that I have a problem, and optimistic referrals to the backroom team with a promise that it'll be fixed within five days.

It never is, because they can't solve the problem for me and many others ( look how many similar threads there are on this message board). How can a high-tech company be in such disarray!

Although they're sending me paper bills for the broadband/ TV, it seems the mobile side if EE will do that only if you pay for the privilege .

Useless!

Re: Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 15:20:06 GMT

Hi

My service is working up and running fine since 27th September

Kind Regards

Martin ****

[mod edit: removed personal details from the forum]

Re: Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 19:04:06 GMT

Hi.
My B Band started when it was due to begin on the 27/9/24 and has worked faultlessly

I just feel lost with no access to my account for costs or any extra charges or due dates for mr D Debits

Re: Broadband Billing app still not working

Chris_B — Tue, 12 Nov 2024 20:56:55 GMT

@Merlyn2 But you’re not with Plusnet. I think you don’t the difference between EE mobile and EE broadband. Plusnet was voted best two years running for broadband

EE mobile is the award winner, and that’s the network coverage not account access.

See HERE

Re: Broadband Billing app still not working

Merlyn2 — Tue, 12 Nov 2024 21:51:24 GMT

Thank you for correcting me.
So I stand corrected….
I just went on the tv advert just assuming it was just referring to the company in general as i did not hear it was referring to a part of the mobile phone side only
Sent from my iPhone

Re: Broadband Billing app still not working

newforestuser — Wed, 13 Nov 2024 10:09:08 GMT

I dont see that the ranking of if EE is particularly relevant. They are a
leading communications provider, so customers should expect first-class
quality from all the services they market.

In this instance, the account management software appears to have been
inadequately tested and released before it was ready, probably to meet a
committed deadline ( after 32 years in IT Ive been there more than once).

What us infuriating is that after 12 months since customers started
complaining they still seem to be incapable of finding a solution, and
still try to make out when you phone to ask for help that this is both most
surprising and they're sure it'll be fixed in a few days.

The inability to admit there is a generic problem and the divide and
conquer approach to complainants is reminiscent of the Horizon debacle.

I hope those within EE responsible for the mess are being held to account,
but somehow I doubt it.

**** *******

[Mod edit: Please do not post any personal information on the public board. Thanks!]

Re: Broadband Billing app still not working

Merlyn2 — Wed, 13 Nov 2024 11:54:24 GMT

I cant help but wholeheartedly agree
A large company like EE have still not resolved this frustrating problem.
I to find it familiar that when I call again for any update ‘most’ guides give me the impression its something unique to my account and they say ‘ Oh I can see whats wrong ‘ so if thats true WHY can no body fix it. ?????
Then assured it will be solved in the next few days but something tells me its ‘Groundhog day again’
I really look forward to writing this up on this thread its been sorted and all is working….. but something tells me when i next check i wont be doing this.
Mind you it took me three days to sort out printer problems on my wired network so with EE im not expecting it soon, but some folk report over a year with this problem.
Patience is a virtue im told …..
Sent from my iPhone