topic Re: Broadband Bill Can't Be Seen On The App in Broadband & Landline

Broadband Bill Can't Be Seen On The App

cyzmo8-nivden-c — Sun, 26 Jul 2026 09:04:09 GMT

We've recently been forced to change our broadband from Plusnet to EE. We've received notification of our first broadband bill, which we need to sign into the app on my phone to see. When I try to 'link' the broadband to our EE app account (by inserting our account number, mobile phone number and the verification code texted to my phone, I get a message stating: "Your details don't fully match those on the billing account". I've tried calling 150 but after a barrage of options and 15 minutes of holding - NOTHING!

How am I meant to view our bill if I can't access it. Come on EE.

PS: I have 3 x phones on my account as well as the broadband (not by choice), which I am seriously thinking of cancelling as the process to get through to a human being is so bloody frustrating!

Re: Broadband Bill Can't Be Seen On The App

XRaySpeX — Sun, 26 Jul 2026 11:34:06 GMT

@cyzmo8-nivden-c : Does the same thing happen when you use your online EE a/c, https://ee.co.uk ?

Re: Broadband Bill Can't Be Seen On The App

JimM11 — Sun, 26 Jul 2026 12:56:21 GMT

@cyzmo8-nivden-c Did you go to EE before the end off the PN contract terms, if so you will have to watch any ETF that EE may apply should you decide to upsticks, good few of the PN/EE moves then the account side is just not working at EE's usual efficiency rate. Text GUIDE to 66033 and have one off the BT/EE guides call you back.

Re: Broadband Bill Can't Be Seen On The App

cyzmo8-nivden-c — Sun, 26 Jul 2026 15:12:43 GMT

Yes it does. I can't see anything to do with my broadband service or bill on the online portal either.

Re: Broadband Bill Can't Be Seen On The App

cyzmo8-nivden-c — Sun, 26 Jul 2026 15:13:56 GMT

Our mobiles have been with BT for years, but we've only just been made to switch from Plusnet to EE for broadband.

Re: Broadband Bill Can't Be Seen On The App

XRaySpeX — Sun, 26 Jul 2026 15:27:14 GMT

No, you won't do until you link your BB to it but you are saying even the linking isn't working.

Is the BB account number you are trying of the form of 'GB' followed by 8 digits?

Re: Broadband Bill Can't Be Seen On The App

FoxRadio — Sun, 26 Jul 2026 15:53:14 GMT

@cyzmo8-nivden-c

I had exactly the same error after being transferred from Plusnet to EE. I don't use the App, I use the website.

My only option was to phone EE. I don't use an EE mobile, so phoned the 0800 freephone number. I waited around 15 minutes to be answered. After a few verification texts & emails, I was finally able to view my details online.

I don't actually know what caused the problem. The only detail they didn't have about me was my title (Mr., Mrs, Dr. etc.). I wonder if it was that simple omission that caused the mismatch? 🤔