topic Re: Unable to view my bill online in Broadband & Landline

Unable to view my bill online

wq711 — Mon, 23 Dec 2024 14:10:41 GMT

I recently moved broadband from BT to EE, and I am unable to view my bill online. I called two weeks ago and spoke to someone who told me I had to link the device to my account, but whenever I try, it says that it is linked to another account. I do not have another account with EE. I was then sent to the technical team, who told me it was a billing issue, so I was sent to them instead. They told me they couldn't resolve it right there and then but said that they would look into it, file a complaint for me, and that I would be able to view my bill online in seven working days. It has now been more than that, and there has been no communication. Is there any way that I can resolve this?

Re: Unable to view my bill online

Peter_W — Mon, 23 Dec 2024 16:30:13 GMT

Good afternoon @wq711, thanks for getting in touch via the Community.

Based on what you've mentioned here, it sounds like we may have raised this as an incident for further investigation with our back-office support teams.

Please don't post this in full, but did you get any reference numbers when speaking with our team for the complaint or fault?
Peter

Re: Unable to view my bill online

wq711 — Wed, 08 Jan 2025 11:37:16 GMT

Yes, I got a number starting with VOL. What would I use this for? It doesn't seem as though there is a way to track the complaint anyhow.

Re: Unable to view my bill online

Peter_W — Wed, 08 Jan 2025 14:28:23 GMT

Hi again @wq711, VOL numbers are complaint references, but they're largely for use internally rather than something you can track online.

This should be something our team can bring up at our end though, so if you've still not had any updates I'd definitely recommend getting back in touch, and we can take a look and see if there are any new details to share.

Peter