topic Re: Unable to view documents. in Orders

Unable to view documents.

Reign_in_Beard — Sat, 23 Sep 2023 14:24:02 GMT

I have a phone preordered haven’t heard anything except an xko order number that I can’t track. Had a text from EE 150 to state a device agreement is ready to view in my EE, when I log in I can’t find anything. No documents under Bills & Payments or Plans & Subscriptions. Anyone any ideas where to find it?

Re: Unable to view documents.

Chris_B — Sat, 23 Sep 2023 14:32:58 GMT

@Reign_in_Beard You can not track what’s not been allocated to you. How do you track nothing? And when you say my EE are you looking via the app or online?

Re: Unable to view documents.

Reign_in_Beard — Sat, 23 Sep 2023 14:43:49 GMT

I have an order number that I can’t use. Both the app and online have no documents to view. I had thought having the device agreement to view meant I had been allocated my device. But that apparently is not the case. I just want to view the documents.

Re: Unable to view documents.

Christopher_G — Sun, 24 Sep 2023 07:46:59 GMT

Hi @Reign_in_Beard

I'm not sure why you aren't able to view them. I'd recommend speaking to our Mobile Care team so they can check this for you.

Chris

Re: Unable to view documents.

Caaa — Sat, 07 Oct 2023 09:00:13 GMT

I also have a phone pre ordered with the same letters .and had a text to say view my agreement in EE but cannot do it ??

I have searched everywhere but cannot find it !!!

Re: Unable to view documents.

Leanne_T — Sat, 07 Oct 2023 09:19:04 GMT

Hi @Caaa

You may not be able to view your new plan documents until your plan has updated in My EE.

Your plan should update as soon as your phone is dispatched, you can then find the documents in your My EE then Plans and subscriptions.

Leanne.

Re: Unable to view documents.

Janian1 — Mon, 16 Oct 2023 09:11:13 GMT

I have exactly the same problem. Had a text message instructing me to view agreement document, which is nowhere to be found!

Re: Unable to view documents.

Katie_B — Mon, 16 Oct 2023 09:30:37 GMT

Hi @Janian1.

Welcome to the community.

Has your plan updated yet within your My EE?

Katie

Re: Unable to view documents.

Janian1 — Mon, 16 Oct 2023 10:15:32 GMT

Hi Katie,

No my plan hasn't updated yet.

Jane

Re: Unable to view documents.

Katie_B — Mon, 16 Oct 2023 10:27:18 GMT

Thanks for getting back to me @Janian1.

I would recommend checking again once your plan has been updated.

Katie

Re: Unable to view documents.

RyanCams23 — Wed, 15 Nov 2023 20:41:13 GMT

The same thing has happened to me I was sent a text 3 days saying I had a new document login to my account to view it, but there’s nothing there still after 3 days

Re: Unable to view documents.

Leanne_T — Thu, 16 Nov 2023 07:53:05 GMT

Hi @RyanCams23

Thanks for coming here.

Has your plan changed to the upgraded plan and have you received the new phone?

Leanne 🙂

Re: Unable to view documents.

RyanCams23 — Thu, 16 Nov 2023 16:35:13 GMT

No neither of them but I received the text on Monday and still cannot see the documents?

Re: Unable to view documents.

Katie_B — Thu, 16 Nov 2023 17:42:04 GMT

Thanks for getting back to us @RyanCams23.

Please wait for your plan to update, your documents should then be available.

Katie

Re: Unable to view documents.

RyanCams23 — Thu, 16 Nov 2023 19:37:37 GMT

How long does this take?

Re: Unable to view documents.

Leanne_T — Fri, 17 Nov 2023 08:00:00 GMT

Hi @RyanCams23

Your plan will update once your device has been dispatched 🙂

Leanne.

Re: Unable to view documents.

Jazzy10 — Sat, 27 Jan 2024 08:35:13 GMT

So, even after phone and plan are updated, its alarmingly unclear where to find the documents. Ive spent an hour going through almost everything, and now have the route. What you do is this:

on the home page, click plans & subscriptions > on the next page, click manage mobile > next page, click on included in plans > scroll to the bottom on this page and on device section, click the dropdown for show details > theres documents here

would have been helpful if someone from EE listed this out, instead of just saying click on plans and subscriptions

Re: Unable to view documents.

WH33LZz — Tue, 30 Jan 2024 08:53:21 GMT

Thank you for taking the time to find this.

It's concerning that the goto answer from staff is "wait for your phone to view them", when it should illicit the question 'why is the txt sent earlier than the phone and confusing customers' and then feed back. It confuses the customer in an age of scam texts and number spoofing and EE are inadvertently helping the cause?

Re: Unable to view documents.

FurFluff — Tue, 12 Mar 2024 10:38:02 GMT

I, too, received a text saying I had a new document to view. But there is no 'documents' section in My EE. How do I know what I am looking for??

Re: Unable to view documents.

Leanne_T — Tue, 12 Mar 2024 11:37:33 GMT

Morning @FurFluff

Have you upgraded?

If so, has your plan changed in your EE account and the phone been delivered?

Leanne.