topic Re: Monthly bill and statement in Broadband & Landline

Monthly bill and statement

TallSteve — Thu, 08 Aug 2024 14:14:43 GMT

Unable to see recent bills. Just not there via Manage Broadband.

Re: Monthly bill and statement

JimM11 — Thu, 08 Aug 2024 14:36:19 GMT

@TallSteve It is via, home/broadband then view my bill with the latest app version.

Re: Monthly bill and statement

TallSteve — Thu, 08 Aug 2024 15:07:38 GMT

Updated app, but neither my July or August bills are there. Not on website via browser either. I have had an email saying "Your Bill Is Ready To View"!

Re: Monthly bill and statement

JimM11 — Thu, 08 Aug 2024 16:04:28 GMT

@TallSteve Do seem to be ok on my app, expecting the notification for my EE mobile tomorrow, do use the web for normal to check, will do both web/app and let you know how it goes just in case its an oops... Not a fan of the mobile app, so do as little with it as possible.

Re: Monthly bill and statement

JimM11 — Sat, 10 Aug 2024 07:52:48 GMT

@TallSteve So no e-mail or text regarding your bill is ready, would have normally had it well before now, logged into my EE ID on laptop and bill was sitting there, downloaded as normal no issues, can also see all the previous months, app also working like watching paint dry and all bills previous there too.

Re: Monthly bill and statement

TallSteve — Sat, 10 Aug 2024 08:10:54 GMT

Customer Services tell me that my "New EE" account is not linked to my EE ID, and that has to be done by their team. Watch this space.

Re: Monthly bill and statement

JimM11 — Sun, 11 Aug 2024 09:12:54 GMT

@TallSteve Text has finally filtered through with the notification, but e-mail not made it yet...

Re: Monthly bill and statement

TallSteve — Tue, 20 Aug 2024 23:33:46 GMT

10 days later - no change. Bills still do not show,

Re: Monthly bill and statement

Peter_W — Wed, 21 Aug 2024 14:41:40 GMT

Hi again @TallSteve.

If your bills still aren't showing after our Guide has successfully linked your account, then I'd definitely recommend giving our technical support team another call.

They'll be able to run some further checks to see if the issue lies elsewhere, then if needs be raise a ticket so this can be investigated further.

Peter

Re: Monthly bill and statement

TallSteve — Wed, 21 Aug 2024 16:20:36 GMT

Thanks. Rang TST. Seemed to think my "New EE" account is still not associated with my EE login email. Put me on hold (terrible music) in the hope his manager could fix. Several minutes later I got cut off.

Re: Monthly bill and statement

Peter_W — Thu, 22 Aug 2024 11:50:27 GMT

I'm sorry to hear you got cut off here @TallSteve.

If you give them another try I'm confident they can take a closer look and ensure we get this investigated.

Alternatively, you can also raise this directly with our complaints team where they can review the full details of your case and ensure we've looked into every option we can to help.

Peter

Re: Monthly bill and statement

TallSteve — Sun, 08 Sep 2024 17:26:54 GMT

After several failed attempts to rectify and hours on the phone, the problem boiled down to the fact that my "New EE" login/email cannot be the same as used for my original EE account. I have had to set up a totally new email for "New EE" login and then link my "New EE" account number under "link a device". What a rubbish experience. As far as I am concerned I continued withh EE throughout (in fact I originally started with Freeserve →Orange →EE →NewEE). I, as customer, shouldn't have this hassle. Presumably any BT customers coming to "New EE" will have the same trouble.