NEW MEMBER UNABLE TO ACCESS ACCOUNT

[RC2101]

Good afternoon,

Just switched over from BT Broadband to EE and received an email this morning from EE to view my bill.

On my laptop tapped the button 'View My Bill' which was on their email which took me to the home page which says Welcome Robert.

Scoured the site but unable to see any option to View My Bill, tried phoning EE and was on the line for 20 mins before hanging up.

Not a good start to the EE experience. 

Any help appreciated.

[JimM11]

@Dot373 Call EE CS, and see if they can sort it out for you...

[RC2101]

Yes same here.

Have tried numerous times to contact EE without success, spent 40 mins waiting on phone with no answer. 

Will try again tomorrow.

Managed to get BT via their chat line after about a 35 min wait.

Since the Direct Debit of £102 was taken just before I cancelled (within the cooling off period) this should be refunded on 11th June which was when my next BT bill was due.

Watch this space.

[Sunny_G]

I’m having MEGA issues with EE Billing too - having begun the switch-over from BT Business to BT Residential / EE on 23rd February 2024 (!) - and STILL not resolved!
STILL can’t access my on-line account to pay the latest Broadband bill…
Latest issue I have is that NONE of the contact numbers (or text suggestions) will allow me to get through to speak with someone! I select the option (regardless of whether it’s the landline or mobile), get the standard automated response ‘your call is in a queue and will be answered as soon as possible… etc.’, it rings for a further 2 mins, and then the line goes dead! Have lost count of the number of hours and different days I have tried to get through without success… Have now raised a formal complaint…

Hope you are luckier than me and get things sorted soon… Good luck…!

[Dot373]

Thanks. Rang this morning and was promised an email within the hour…still waiting 🤦‍♀️

[Sunny_G]

🤞🤞🤞

[Dot373]

Thanks, apparently my email was wrong, sorted now and got order confirmation email. Still can’t see on EE app but at least I now know what’s what. I’m  a stress head 😂

[Sunny_G]

EE initially got my email wrong too…  Which is why  none of their earlier updates on progress reached me… 🤪  How can you chase / follow-up on something if you have no idea it needs chasing or following up in the first place…? 😜

Hope you manage to get your EE App sorted… 

And no, you’re not a stress-head…  Big companies like BT / EE have NO idea what it’s like to be on the receiving end of having to do a big ‘switch over’ - especially as the majority of us now rely on Broadband / Internet / mobile connections for virtually everything we do… Just hope you can relax a little now - at least they now have your correct email address…! 
Good luck with everything… 😊👍

[RichTea2]

 Eventually used the good old 150 and reported it that way.  Found 150 (faults) extremely more efficient and they DONT hang up on you plus system asked if you want a call back rather than hang on - brill idea.

Got the app sorted ( there’s an upgrade available so install it as its a lot better) and can now see the missing green band with billing info 👍 they then passed me to BB people and they confirmed that was sorted but would take a few weeks to complete from order placement

As an ex BT /Openreach employee trust me this is normal speed resolution.

Less stressful now but a rocky 5 days I don’t want to repeat .

Good luck to everyone else.

[averagjo6]

They rubbish