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]

@RC2101 It's hard to say, have you just tried logging in with your EE ID. Bills and Payments is shown in Green band. As a new account transfer for you, it may not be fully functioning for you yet...

[RichTea2]

Same.here.

There.shoud be a welcome.packwith nice pictures of what you need to do to get started.but there isn't as that woild be too easy.

My problem.was that when placing the order in a shop  the shops systems.were down so the cease notice to BT wasn't sent so I was paying for both BT AND EE.

I had to call EE super early to get this sorted out, which I suggest you give it a go.

BTs policy of only wanting business on BT accounts and then residential on EE is going to hit the iceberg sooner than later as the cloth heads in charge haven't thought this one through other than profit before service.

[RC2101]

 Yes I might need to phone them.

My contract with BT was ending just over a week ago and I phoned them to sort out a new deal.

I had agreed with them a new fibre package and at the very end they said it would now be with  EE.

Since my BT Router was up to spec they said I would be keeping that one therefore new kit etc.

A couple of days later I had EE mails being pinged to me welcoming me with my new account number.

As mentioned earlier I got the email about viewing my bill which I cannot access.

Getting a bill also strange since I paid the BT bill last week therefore was not expecting an EE bill for approx 3-4 weeks..

[XRaySpeX]

Bills, both for EE & BT, are monthly in advance.

[JimM11]

@RC2101 Patience will be your best virtue, BT - EE transfers and Other new accounts just take time to all roll together, billing is one, Final from BT always later, EE up front and at it as soon as your active on there system. Refunds from BT, but best advice keep a close eye on it for yourself, be careful on the e-mails especially around account's if they ask you to do something like login or setup within seven day's etc get it done. The system at EE is a little hard to follow at times, so i am just getting used to it. But post and if we can help with advice, then that is all we can do.👍 

[JimM11]

@RichTea2 As one who moved from Sky to EE and did try to goto BT first, it was 100% plain sailing, They promised and they kept, Even moved my mobile to EE later after the experience. The help is good and it is not apples to apples....

[RC2101]

Jim,

Thanks for that.

When I went out of contract with BT they put me straight onto the same service without the discounts and the 14 day cooling period.

Before I managed to check out new deals (I was on holiday) £102 was taken out by Direct Debit for this new service.

Within a couple of days and within the cooling off period I negotiated a far better deal with BT, at that point I was advised I was now going with EE.

Since my new provider EE are now sending me a bill would I be correct in saying that I should be getting a substantial refund from BT ?

[JimM11]

@RC2101 If its anything like sky then yes, you get whole month less any used days back, sky's system was good, as they published billing for 3 months in advance, so i could go look, it's all to do with the cross over date, returned equipment etc. If you are all EE now, then that is the bill, pity about you not being able to see it yet though. If you call them CS should tell you, seems like 7 day's from informing you, then new DD will happen and money taken, little higher for first bill if items are posted etc for new equipment or setup fees... HTH 

[Dot373]

Hi, I’m having the same problem,  no broadband package showing on My BT or my EE account, I like to know what’s what