Unable to see any billing or statements

[Tonyrex]

I changed from BT broadband to EE in April 1924 and have been unable to access my on line account ever. Message says “not your fault, it’s ours. We are working hard to solve it”. Really? Now middle of October and still not paid anything. If I had not called the very unhelpful help line they would not know about it. Will they really be able to hit me with a bill for umpteen pounds when they eventually solve the “not my fault” problem?

[Katie_B · Accepted solution]

Hi @Tonyrex. 

Welcome to the community. 

When you called our customer care team did they advise if any bills had been produced on our system?

During your transfer from BT to EE Broadband did you set up a Direct Debit?

Katie

[MAP123]

Hi I have exact the same issue. Never been able to see a bill or my contract. Impossible to find since I moved from BT. 
need to upgrade my phone but can see current contract. How did you find it?

[Tonyrex]

No to the first question, only asked when I last paid BT.

second question, no again. I received an email giving me all the details of the direct debit which led me to believe it was set up and ready to go. Nothing heard since and am concerned about the bill accruing month by month and ee helping themselves to a large amount from my account.

[Lesley_W]

Thanks for your reply @Tonyrex 

I understand why this would be a concern for you. When was your last payment to BT?

Lesley

[Tonyrex]

11/04/2024. I gave this info to the operator on the help line who then put me on hold for over an hour without any human input telling me what was happening. I hung up.

[Tonyrex]

I received an e mail at the very beginning of the process of installing the new total fibre system. It gave all the details of the contract including the direct debit details. The equipment had not even been installed at that stage. Since then no payment been made and am unable to access my account on line. I genuinely thought I was the only one having a problem. What an eye opener this forum has been.

[Lesley_W]

I can understand why you wouldn't want to sit on hold that long @Tonyrex, I'm sorry that happened when you called.

If you aren't able to view your bills online, your bills would still be being generated on our system as the online account is just for viewing them. I assume you haven't had any payment reminders since you moved over?

Lesley

[nobby23]

Also moved from BT to EE only on the mobile. Unable to access billing but if I ring or text 150 bill, I receive the correct amount I owe and my bills are paid. Spoke to a few people in Ireland who said there has been issues with the migration and to wait. I wanted to move the broadband over as well but it's no good if I can't access billing and make changes. I think the BT to EE move has not been as smooth as it could be. BT encouraged me to move the mobile over but will not let me move the broadband anyway because I have a year on the contract so I can't get any of the offers that come with being with one provider. Now waiting for the broadband contract to run down and check other options. 

The best bit is that I'm on superfast broadband with a speed of 19MB, neither super nor fast. 

[XRaySpeX]

@nobby23 :If you would like help with your BB speed or connection issues, please would you carry out the following steps for starters, which will enable us to diagnose the problem and advise you further. Do not restart your router to do these tests:

1. Post your full router stats:

• For a BrightBox: login and go to Advanced Settings > System > DSL Status. Also post 'System Uptime' from top of System Log page.
• For a SmartHub: login and go to Advanced Settings > Technical Log > Information. Obscure your names & any numbers in the BB Username & also the SSIDs.
• For other routers: login to it according to the label on it as the admin user & navigate looking for its router/connection statistics.

Full router stats are key to any speed & connection issues.

2. Try a wired speedtest, using an Ethernet cable supplied with the router, here http://www.thinkbroadband.com/speedtest.html . Click on the "Results Page" button at the bottom of the graph you first see and then copy to here just the "Link to this result:" link that you see below the next main graph.

3. What does BT Wholesale Broadband Availability Checker estimate for your phone number? Post just the whole table and the line above it, blanking out your phone number. If it doesn't recognise your phone number or you don't have one, use the Address Checker, not the Postcode Checker.