I have been unable to download bills since April 2026. I now have the new Smart Hub and have had to get a new account number and passwords etc etc. The new system does not recognise my passkey so have to get into the website in a different way. Have deleted the app and left it a couple of days and then put it back on. Still does not work regarding bill download. Was on the phone with EE to say I could not download bills and now the system does not recognise my email address unless I type it in. In my profile the email address was an old one, which I have now changed, but strangely enough, EE have sent all my info to my current email address for years.. Spoke to tech people but after quite a long time I decided to close down the conversation as nothing was working properly and I was loosing patience and also getting very flustered with all the questions and things they were asking me to do whilst holding the phone and trying to type in all the information. I asked for paper bills to be sent and one guy said that would be fine and it would not cost me anything, then the next guy I spoke to said that was all wrong and I would be charged £3 every time a bill was sent. I said I was not paying for bills because EE’s app or website would not work properly and they said that was the way it was. How bad is that🤦♀️. I have been an EE customer for a long time and never had any problems with bills etc, but now it’s a nightmare and I am seriously thinking of leaving EE and going to some other supplier. This stresses me out so much and they seem to think that I can spend hours trying to figure it all out! I have better things to do.
