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?

[Candy15]

No I haven't transferred. Just upgraded to the new system.  The advice was to check the website

[Leanne_T]

Morning @Candy15 

Thanks for posting. 

Can you view the bills if you log into your EE account online? Do you have a mobile or home broadband account? 

Also, do you get an error message in the app when trying to view the bills? 

Speak soon 🙂

Leanne.

[Riddlerk]

I was a BT customer & had no issues. Since changing to EE last year I haven’t been able to access any broadband bills on the internet or app, very frustrating! Not a great customer experience with this issue  & also trying to contact customer services . I pay by direct debit. Can someone resolve this urgently. Or send me my bills via email as the app & website obviously aren’t working as they should be! Thanks ! 

[Rach_H]

Hi @Riddlerk 

Welcome to the Community!

We know how important it is for you to know what is happening with your bills, so I'm sorry to hear you're having trouble accessing these, as this certainly isn't what we want to hear. We don't have account access here on the Community, so the best option would be to give our team another call and ask to raise a complaint. If you aren't happy with how this is handled then you are able to ask for this to be escalated to a team leader, for them to manage this.

Rach