topic Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT in Broadband & Landline

NEW MEMBER UNABLE TO ACCESS ACCOUNT

RC2101 — Tue, 28 May 2024 11:16:53 GMT

Good afternoon,

Just switched over from BT Broadband to EE and received an email this morning from EE to view my bill.

On my laptop tapped the button 'View My Bill' which was on their email which took me to the home page which says Welcome Robert.

Scoured the site but unable to see any option to View My Bill, tried phoning EE and was on the line for 20 mins before hanging up.

Not a good start to the EE experience.

Any help appreciated.

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

JimM11 — Tue, 28 May 2024 12:53:07 GMT

@RC2101 It's hard to say, have you just tried logging in with your EE ID. Bills and Payments is shown in Green band. As a new account transfer for you, it may not be fully functioning for you yet...

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

RichTea2 — Tue, 28 May 2024 15:14:57 GMT

Same.here.

There.shoud be a welcome.packwith nice pictures of what you need to do to get started.but there isn't as that woild be too easy.

My problem.was that when placing the order in a shop the shops systems.were down so the cease notice to BT wasn't sent so I was paying for both BT AND EE.

I had to call EE super early to get this sorted out, which I suggest you give it a go.

BTs policy of only wanting business on BT accounts and then residential on EE is going to hit the iceberg sooner than later as the cloth heads in charge haven't thought this one through other than profit before service.

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

RC2101 — Tue, 28 May 2024 17:06:47 GMT

Yes I might need to phone them.

My contract with BT was ending just over a week ago and I phoned them to sort out a new deal.

I had agreed with them a new fibre package and at the very end they said it would now be with EE.

Since my BT Router was up to spec they said I would be keeping that one therefore new kit etc.

A couple of days later I had EE mails being pinged to me welcoming me with my new account number.

As mentioned earlier I got the email about viewing my bill which I cannot access.

Getting a bill also strange since I paid the BT bill last week therefore was not expecting an EE bill for approx 3-4 weeks..

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

XRaySpeX — Tue, 28 May 2024 17:09:57 GMT

Bills, both for EE & BT, are monthly in advance.

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

JimM11 — Tue, 28 May 2024 17:25:01 GMT

@RC2101 Patience will be your best virtue, BT - EE transfers and Other new accounts just take time to all roll together, billing is one, Final from BT always later, EE up front and at it as soon as your active on there system. Refunds from BT, but best advice keep a close eye on it for yourself, be careful on the e-mails especially around account's if they ask you to do something like login or setup within seven day's etc get it done. The system at EE is a little hard to follow at times, so i am just getting used to it. But post and if we can help with advice, then that is all we can do.👍

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

JimM11 — Tue, 28 May 2024 17:33:55 GMT

@RichTea2 As one who moved from Sky to EE and did try to goto BT first, it was 100% plain sailing, They promised and they kept, Even moved my mobile to EE later after the experience. The help is good and it is not apples to apples....

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

RC2101 — Tue, 28 May 2024 17:33:58 GMT

Jim,

Thanks for that.

When I went out of contract with BT they put me straight onto the same service without the discounts and the 14 day cooling period.

Before I managed to check out new deals (I was on holiday) £102 was taken out by Direct Debit for this new service.

Within a couple of days and within the cooling off period I negotiated a far better deal with BT, at that point I was advised I was now going with EE.

Since my new provider EE are now sending me a bill would I be correct in saying that I should be getting a substantial refund from BT ?

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

JimM11 — Tue, 28 May 2024 17:44:47 GMT

@RC2101 If its anything like sky then yes, you get whole month less any used days back, sky's system was good, as they published billing for 3 months in advance, so i could go look, it's all to do with the cross over date, returned equipment etc. If you are all EE now, then that is the bill, pity about you not being able to see it yet though. If you call them CS should tell you, seems like 7 day's from informing you, then new DD will happen and money taken, little higher for first bill if items are posted etc for new equipment or setup fees... HTH

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

Dot373 — Tue, 28 May 2024 18:02:47 GMT

Hi, I’m having the same problem, no broadband package showing on My BT or my EE account, I like to know what’s what

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

JimM11 — Tue, 28 May 2024 18:12:15 GMT

@Dot373 Call EE CS, and see if they can sort it out for you...

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

RC2101 — Tue, 28 May 2024 18:45:36 GMT

Yes same here.

Have tried numerous times to contact EE without success, spent 40 mins waiting on phone with no answer.

Will try again tomorrow.

Managed to get BT via their chat line after about a 35 min wait.

Since the Direct Debit of £102 was taken just before I cancelled (within the cooling off period) this should be refunded on 11th June which was when my next BT bill was due.

Watch this space.

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

Sunny_G — Tue, 28 May 2024 19:01:47 GMT

I’m having MEGA issues with EE Billing too - having begun the switch-over from BT Business to BT Residential / EE on 23rd February 2024 (!) - and STILL not resolved!
STILL can’t access my on-line account to pay the latest Broadband bill…
Latest issue I have is that NONE of the contact numbers (or text suggestions) will allow me to get through to speak with someone! I select the option (regardless of whether it’s the landline or mobile), get the standard automated response ‘your call is in a queue and will be answered as soon as possible… etc.’, it rings for a further 2 mins, and then the line goes dead! Have lost count of the number of hours and different days I have tried to get through without success… Have now raised a formal complaint…

Hope you are luckier than me and get things sorted soon… Good luck…!

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

Dot373 — Wed, 29 May 2024 09:22:27 GMT

Thanks. Rang this morning and was promised an email within the hour…still waiting 🤦‍♀️

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

Sunny_G — Wed, 29 May 2024 10:27:39 GMT

🤞🤞🤞

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

Dot373 — Wed, 29 May 2024 11:13:23 GMT

Thanks, apparently my email was wrong, sorted now and got order confirmation email. Still can’t see on EE app but at least I now know what’s what. I’m a stress head 😂

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

Sunny_G — Wed, 29 May 2024 11:28:23 GMT

EE initially got my email wrong too… Which is why none of their earlier updates on progress reached me… 🤪 How can you chase / follow-up on something if you have no idea it needs chasing or following up in the first place…? 😜

Hope you manage to get your EE App sorted…

And no, you’re not a stress-head… Big companies like BT / EE have NO idea what it’s like to be on the receiving end of having to do a big ‘switch over’ - especially as the majority of us now rely on Broadband / Internet / mobile connections for virtually everything we do… Just hope you can relax a little now - at least they now have your correct email address…!
Good luck with everything… 😊👍

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

RichTea2 — Thu, 30 May 2024 16:41:51 GMT

Eventually used the good old 150 and reported it that way. Found 150 (faults) extremely more efficient and they DONT hang up on you plus system asked if you want a call back rather than hang on - brill idea.

Got the app sorted ( there’s an upgrade available so install it as its a lot better) and can now see the missing green band with billing info 👍 they then passed me to BB people and they confirmed that was sorted but would take a few weeks to complete from order placement

As an ex BT /Openreach employee trust me this is normal speed resolution.

Less stressful now but a rocky 5 days I don’t want to repeat .

Good luck to everyone else.

Re: NEW MEMBER UNABLE TO ACCESS ACCOUNT

averagjo6 — Thu, 30 May 2024 22:31:24 GMT

They rubbish