STILL no access to online billing

[P1gzM1ghtFly1]

I've been trying to access my Broadband bills for over a month now can't get to them via this site or the App. I'Ve written a complaint to EE and didn't even get a reply. What is going on I have been with EE broadband since June and had nothing but problems with speeds being slow to non- excistant I had to threaten to leave just to get an engineer visit, and not being able to get into my account is the icing on the cake as soon as my contract is up I'm leaving. I don't appreciate being messed around and ignored. 

[JimM11]

@P1gzM1ghtFly1 Are you just letting the forum know of the current status, there is no one from EE with any account status on this public forum.

[Ali_A]

Hi @P1gzM1ghtFly1 

Welcome to the EE Community

Sorry to hear of the issues you're facing accessing your broadband bills. You've taken the right steps by getting in touch with the Customer Care team to investigate. Have your speeds improved since the engineer visit? 

If you've still not heard back regarding your complaint you can get back in touch with Customer Care with your reference number to follow this up. The Customer Care team can also check your online account access to ensure it is configured correctly. 

Ali 

 

[P1gzM1ghtFly1]

Hi Ali_A, I'm still not very happy with the speeds, I'm using the speed test web site the engineer suggested "Fast.com" which is giving me the same speeds as the one I usually use "Ookla" which the engineer said he uses as well if the fast site is down. On average I'm getting around 550Mbps hard wired and 450Mbps wireless, so the Hard wired speed has improved but still well below the minimum quoted of 700Mbps for the 900Mbps contract and the wireless is considerably slower than it was as I was getting faster speeds wirelessly than wired. I will be contacting EE by phone soon I would have before but I unfortunately got bronchitis which has meant I am unable to talk very well, as soon as I am able I will call. I'm not happy with the service I've recieved as the speeds have been poor since installation and it took me threatening to quit my contract to get an engineer visit (not that that's fixed anything).

[JimM11]

@P1gzM1ghtFly1 You would be better to explain what device/devices you are using for the speed test, not every device will get you up to the maximum speed's. Speed test's are an indication only, they really do not push much data through so you just have to take as guidance. 

[P1gzM1ghtFly1]

Hi Jim, I'm checking the hardwired speeds on my Xbox series X which I have done since owning it with both Trooli and Youfibre on there 1Gbit service I would get an average of around 800 Mbps, so I'm confident that I am getting a relative reading. Wirelessly I'm using my Acer Nitro 5 AN515-58-78WQ gaming laptop which I was getting an average of around 650Mbps until the engineer visit. Once again I'm confident of the results I'm getting because if I run the tests with the Xbox wireless and the laptop wired the results are the same. 

[JimM11]

@P1gzM1ghtFly1 As long as you are sure that there is nothing jumping in to interrupt, wired or wireless, and as you say you have a basis of your 800mb/s from previous, just look at the earlier posting, oops why is my gamming laptop only doing 450mb/s, just tested with my x box, getting full 900, looks like i have an laptop issue. You may wish to post what package you have, what router you are using, any extender/boosters thrown in the mix. The forum can help to advise but it is not customer repair and you do seem to know what you are doing.

[P1gzM1ghtFly1]

I've just had a BT engineer visit and his speeds where the same, so I don't think it can be sorted through this forum with all due respect. I'm on my second router the first one was worse at one point I had a speed of 2Mbps hard wired and it never got above 400 at the very best with an average over a week of 113 at least this router allows me to watch streaming services and play games without constant buffering. My complaint is I'm not getting what I'm paying for I might as well have the 500 service for the speeds I'm getting. EE customer service constantly tell me there seeing 900Mbps+ coming to me but even using a link that was sent to me by the technician on the phone I got 102Mbps what ever the link was he could see the result as well. I just want it sorted. Thanks for the help Jim. 

[TallSteve2]

You will need an email address for your "New EE" account that you haven't used before for an EE or BT account.