How can I view or download my broadband bill online?

[Buggwrit]

Hi, new here 😊

Having just been moved to EE I'm getting frustrated trying to navigate the EE website. I don't want to install the EE app on my phone and want to do things online from a PC. In several places in the help information it states my bill can be accessed via the website but I'm darned if I can see any way to do so.

Any pointers would be gatefully received.

[Buggwrit]

@JimM11  Easier said than done ☹️. Are there actually any humans in CS? As far as I can see everything is either help FAQs or AI.

Interestingly on Friday I received a Welcome message from EE quoting the account number which was the longer one without the GB prefix. I than received a follow-up one inviting me to set a password for my EE ID which I have done. The Welcome message included two buttons, one labelled Help, the other Call Us. The Call Us button doesn't do anything and the Help button launches a Plusnet page explaining why I've been kicked out (as if I needed to know that).

On Saturday I received a third message informing me my account is ready with my password set up. This also features a Call Us button that does do something - it asks me to pick an app to open the tel link.

So as seems common these days it's simply not possible to pick up the phone and talk to a human.

This message also contains the following statement:

except, as I keep saying, I can't see any way to do that on the page that link brings up. It does seem as I'm being forced against my will to install the EE app which annoys me intensely.

If I'm missing something I would be eternally grateful to have my error pointed out.

Mike.

[JimM11]

@Buggwrit Will take a look if your posted picture get's approved for viewing, here is the link from EE Help. Plusnet account transferer's may just be treated way different, you are one off the first so who knows what EE is doing with accounts and linking products so you can see with the web portal ID.

Contact Us | Help & Support | EE

EE Login - Log in to Your EE account | Profile Help | EE

[XRaySpeX · Accepted solution]

Try calling EE CS on the Freephone no.(Opt 1) in my sig.

[Buggwrit]

@JimM11  That's strange. My photo appeared when I posted and it's still there for me. It says:

"Use the EE app or go online to easily manage your account. You can do things like:

• View your bills . . . . ."

@XRaySpeX  Thanks for pointing out the number in your sig. I'll give that a try tomorrow. Time for bed . . . . .

[XRaySpeX]

@Buggwrit : I only cleared your pix for viewing at 6PM. Until then it was not approved. Maybe you could see your own pix but others couldn't.

[pickanothername]

I think there may be a problem with Plusnet migrations, I can't see the images to confirm I get same error but I have a lot of the same symptoms described.

I have been forced migrated today, I can (and have) create an EE account but cannot link my broadband product to it - the error I get is that I've put my details in wrong, says I will need to go into EE shop with photo ID to fix it (trust me, you do not want me to do that).  Same as the original poster, I think, I have been given a ten digit account number, no GB prefix.

Note to original poster:  I installed the app, it didn't help, same error.

To cap it all, the landline (which I wanted to keep, till at least end of current contract), the entire reason I was forced off plusnet, isn't working following switchover (broadband does appear to be working).   Not a great start.

[JimM11]

@pickanothername If you cannot link, have you called EE CS to see if they can look at your account side. Images are all cleared now in this post apart from the two that got rejected because of personal details.

DV is NOT an instant changeover, and 24-48hrs for it to gel together, just make sure that the phone is plugged into the back off the EE Hub and NO WHERE else.

The Forum is not EE CS, just public and trying to assist when it can be done, your EE hub is all tied to the account same as your ID on the system, only EE CS can tell you what is going on with it all. Linked from the EE Help how to call them.

Contact Us | Help & Support | EE

Contact Us About Broadband and Landline Billing and Account | EE

[Leanne_T]

Hi @pickanothername 

Thanks for posting on the community. 

Please follow the advice from @JimM11 and give us a call, our broadband tech guides will be able to give you the details you need to register for an EE account to view your details, and they can check the landline for you to see when this will be connected. 

Let us know how you get on. 

Leanne.

[Buggwrit]

Hi @XRaySpeX  it's been a while but as I just received a notification of my first bill I thought I'd better try to set up this product link.

I tried both of the numbers I'd mentioned earlier, neither of which is recognised even though one of them, the one prefixed GB, is on my bill notification email. I guess this is because I'm a Plusnet reject rather than a new customer.

Therefore I tried calling the CS number in your sig and after going through all the hoops I was told I'd be connected to a guide but the wait time was up to 10 minutes. I decided to wait and endure the awful muzak but after about 3 minutes there was a calling tone then the line went dead. Shortly after I got the line disconnected tone.

So I'm definitely not impressed by my first experience of EE CS.

Incidentally there was a number to call in the notification email which is different from yours. I haven't tried that - yet!

[XRaySpeX]

Other than not being a Freephone no. it will lead to the same IVR.