How can I find a broadband and telephone bill please?

[gmatkin]

We've moved to another Internet provider and would like to keep our old telephone number. I subscribed to a Voip provider and set about trying to transfer our old number, as we're still within the 30-day limit. Apparently, I need a recent bill in order to enable the new provider to make the change. But when I look at the EE website, there's no sign of any of my old bills. Can anyone please tell me how I can obtain a bill please?

There's more to this story. We've had a copper connection but been surrounded by houses with fibre connections for years, but EE would not provide us with a fibre service despite at least yearly requests. So when I discovered that Trooli would connect us, I rang EE, and was told that EE still couldn't help but was reassured that when people move to other providers providing a very much better service, the cost of ending the EE contract is usually waived 

Fine. So we transferred - but we were then charged the full cost of ending the contract early. This was disappointing.

I've no evidence of this call so there's nothing that I can now do about the situation, even though my wife and I were both in on the call and remember what we were told.

In the circumstances, I do hope we can at least access the bill we need in order to make some useful progress on setting up a working voip line with our old number. Can anyone help please?

Thanks, Gavin *****

[Mod edit - removed surname. Please do not post personal details in the community]

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[Michael_D]

Hi @gmatkin 

Welcome to the community.

You should be able to download your bill from the EE online account or the EE app. Once you are logged in, you just head to the billing section and you'll be able to download it from there.

If you aren't able to login or view the bill, give our customer service guides a call, and they'll be able to request a paper copy be sent out to you.

With regards to the contract charge, we'd not normally waive the charge if you are moving to another provider, but if this was discussed with you over the phone, it is worth speaking to our team over the phone.

If needs be, they can open a complaint and try to locate the call to see what was discussed with you.

Michael

[gmatkin]

Thanks.

When I looked yesterday, I could only find billing related to my phones - I think I've been with you for 20+ years and haven't previously had any bad or disappointing experiences.

Perhaps I was unlucky, and something wasn't working?

I did talk with your team. They were very firm that they had no evidence of such a call, and that if I had no evidence EE would not provide any assistance.

I think the call in which I was given the apparently erroneous advice was with a sales person and must have been via the website, as I have no record of it in my phone app. If only I had recorded it somehow! Perhaps that's what we have to do in the modern age...

[gmatkin]

I should add that your team opened a complaint but I quickly received a message to say that it had been closed, presumably because of the lack of evidence.

I have now looked at the account. I can see billing for our phones, but not for broadband or landline.

Apart from being disappointing and expensive, this has also been so time consuming!

[Matt_124]

Often when a complaint is raised over the phone they try and deal with it there and then, but sometimes it may not get escalated in the way you would like.

I would advise logging a complaint using the webform here, and someone will be in touch to look into it for you within the timeframe advised on the form: https://ee.co.uk/help/contact-ee/complaint/complaint-form