topic Re: Unable to view my full bill after BT moved my BT package account to EE in Broadband & Landline

Unable to view my full bill after BT moved my BT package account to EE

davids1950 — Thu, 14 Nov 2024 23:39:11 GMT

Can anyone help.

Before BT moved my account to EE I could simply login to the MY BT app and view my package details, usage complete bill etc for my BT package which included BT Broadband, BT TV package and BT Mobiles package.

BT first moved my BT mobiles over to EE and later subsequently moved the other elements of my complete BT package to EE.
Since that change I only receive a notification email to say my mobile bill is available to view. When I login to the EE app it only shows my EE mobile bills. No information is provided about the other parts of my complete package.

Now if I login to the MY BT App no information is available which is ridiculous.

I have had three separate telephone conversations with EE and first they could not explain why I have this problem.

During my second telephone conversation I was told the problem was due to me having two separate accounts which was news to me. It would appear that when BT moved my mobile account to EE they used my BT account number but when they moved the other parts of my package from BT to EE someone in their wisdom set up a new separate account for my broadband, TV etc. I asked for this error to be corrected so I have the just one account number for my complete package so I could view all my package, usage, billing details on one bill but they said this was a problem at the EE end so I asked for my call to be registered as a complaint. I also made the point that why can they only provide billing information for my mobiles yet they can still take payment for my full package yet I cannot view a full bill online.

l was told they could send me a paper bill but it would cost me an additional £3 a month which is ridiculous considering I was always able to view my complete monthly bill online and save / print a pdf copy for my files.

My third call was once again to express my annoyance at this situation and on this occasion I was told that this problem could be easily sorted but still nothing has changed.

I also reported that when I checked my latest EE mobile bill I discovered that the were a total of 8 extra charges outside my plan yet each of the 8 charges were recorded on the bill as taking place on exactly the same date, at exactly the same time of the day and to the same number each time. The EE support person taking my call said this was not possible however when he checked my bill on his system he was surprised to see what he said couldn’t happen had actually happened !

Another example of nobody accepting the responsibility to sort out what I consider to be a serious problem.

Are any other EE / BT customers experiencing this problem ?

Regards

David

Re: Unable to view my full bill after BT moved my BT package account to EE

Linzi_H — Fri, 15 Nov 2024 10:00:24 GMT

Hi @davids1950

Welcome to the the Community.

I know it's not much fun having to call up and repeat yourself, and I'm disappointed to hear you're no further forward with getting this sorted out.

Have you requested to escalate your complaint? If you opened a complaint with one of our Guides over the phone, the next step would be speaking to a team leader.

Linzi

Re: Unable to view my full bill after BT moved my BT package account to EE

davids1950 — Fri, 15 Nov 2024 10:23:24 GMT

Hello Linzi,

Thank you for your response and comments.

I have asked EE telephone support on two separate occasions for this problem to be escalated however I have no faith in this problem being sorted anytime soon.

As far as I can see the transfer within the business from BT to EE has been very poor when it comes to communicating with BT customers.

I’ve been a customer of BT for over fifty years and until now I have never considered moving to a different service provider.

Kind regards

David

Sent from my iPad

Re: Unable to view my full bill after BT moved my BT package account to EE

Doooog — Sat, 16 Nov 2024 12:16:37 GMT

I am also unable to view my bills or manage my broadband on my EE account since I moved from BT on 3rd November.

I have spoken to EE support twice and I am still no furher on with the issue.

It is very frustrating and EE seem unable to do anything about it.

Not happy at all.

Re: Unable to view my full bill after BT moved my BT package account to EE

Rach_H — Sun, 17 Nov 2024 08:23:32 GMT

Hi @Doooog

We know how important it is for you to be able to view your bills, so I'd love to help you to get this sorted.

Did you make a complaint when you last called and spoke with the team?

Rach

Re: Unable to view my full bill after BT moved my BT package account to EE

Doooog — Sun, 17 Nov 2024 09:50:09 GMT

Hi Rach

The support people told me on both occasions that my issue would be escalated and resolved within 72 hrs.

Nothing has changed.

Dave

Re: Unable to view my full bill after BT moved my BT package account to EE

Rach_H — Sun, 17 Nov 2024 12:36:35 GMT

I would recommend giving the team another call, and asking to raise a complaint @Doooog.

If you're not happy with how this has been handled then you can request that this is escalated to a Team Leader.

You will recieve a text when this complaint is opened, and another when this is closed, so you know what is happening with this.

Rach

Re: Unable to view my full bill after BT moved my BT package account to EE

Doooog — Sun, 17 Nov 2024 14:16:09 GMT

Ok thanks I will .

Dave

Re: Unable to view my full bill after BT moved my BT package account to EE

davids1950 — Mon, 18 Nov 2024 09:29:03 GMT

Following another long telephone conversation with EE support I am now able to view my Broadband, TV, Landline bill and package details in addition to my EE mobile package details and bill.

The only down side is that I can still not view a single EE bill etc as one document. I now have to use two separate EE login accounts, each with a different email address and password, to view the information I need.

In contrast when my complete package was with BT I just had one account using one email address and password by which I viewed on the MY BT app.

Now I have to do the following :-

* Login EE account 1 allows me to view my EE mobile package and billing.

* Login EE account 2 allows me to view my EE Broadband, landline and TV package and billing.

I will not bore everyone with all the ‘reasons why’d I was given for my problem but in general it appears to boil down to EE operating as two separate businesses with one dealing with EE mobiles and the other business dealing with EE Broadband, landline TV etc.

My only hope is that in the future someone in the EE business will sort out this technical issue so my complete EE package details can be viewed on one single login account however I’m not holding my breath in the hope that this will be done anytime soon.

Regards

David
Sent from my iPad

Re: Unable to view my full bill after BT moved my BT package account to EE

XRaySpeX — Mon, 18 Nov 2024 09:43:41 GMT

The BB & the mobile bills are on separate billing systems anyway but you need to have your BB & your mobiles linked to the same MyEE a/c to save having to login twice. I understand that users migrating their BB from BT often end up with 2 MyEE a/c's & that CS can put this right.

Re: Unable to view my full bill after BT moved my BT package account to EE

davids1950 — Mon, 18 Nov 2024 13:17:35 GMT

Thank you for your comments.

On each of my telephone conversations with EE customer service I have specifically asked for the two accounts to be linked together but they said this was not possible.

Until I raised this problem of not being able to see my Broadband, landline and TV account and billing details with EE customer service I didn’t even know that I had two separate accounts.

The explanation I was given was than when the BT mobiles part of our package was moved over to EE they used original BT account number. Then apparently when they eventually moved over our BT broadband, landline, TV etc to EE someone in their wisdom give it a new different account number but unfortunately EE didn’t think to notify me of this change.

When I asked for the two accounts to be merged back into one single EE account, as they were with BT, I was told this was not possible as the new second account was called an Add On account and the two couldn’t be merged into one account.

It’s still not ideal however I can now login to either of the two EE accounts to check my bills, usage etc but it’s not ideal.

Regards

David
Sent from my iPad