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

[Chiefbadger1976]

Hi,

has this issue been resolved? I am having same issue since switching from Sky to EEtv and broadband in March. Have spoken with customer services who state known issue and to wait, told I won’t have to pay any back charges, sceptical about that.

ian 

[Peter_W]

Hi @Chiefbadger1976.

Welcome back to the Community!

If it's been a while since you last spoke with us about this, I'd definitely get back in touch with our team to see if there are any updates on this. 

Sometimes if an issue affects multiple users this can take a bit of time to investigate, but we'll always aim to keep you up to date.

They'll be able to provide you with any details you were wanting to query around your bill too.
Peter

[nobby23]

This was eventually resolved for me. Can't remember exactly how it was fixed or know what they done exactly but what I would say is talking to the first desk is not the way to go. You need to speak to the technical team and ask to be put through to them. I can now see my bills etc and make changes as required.

[Peter_W]

Thanks for sharing here @nobby23.

I'm glad to hear that our tech team managed to help get this sorted!

Whilst multiple customers can experience similar issues, we can't always assume that each case is identical. They're definitely the best place to go for getting things investigated, though.

You take care,

Peter