Unable to view broadband account

[AnnaHopkins]

I moved from BT to EE broadband in January. I am no longer able to view my broadband account or bills, despite many phonecalls - at first I was calling weekly, then fortnightly, now I'm doing so monthly. I get an email saying view broadband bill, I click it, log into my account - nothing. When I try on the mobile app to link the accounts, it says they're already linked. All the people I speak to are lovely and helpful and reassuring - but nothing actually happens. Is anyone else having this problem? They're posting bills to me FOC in the meantime, that are clearly print-outs, so they must be able to see the bills their end but why can't I? I feel I have no control over my own account or ability to see usage. Has anyone else had this problem, and if so, was it ever resolved? I just can't face calling yet again!

[johnsowray]

Hi Anna. I am having exactly the same problems and I moved my broadband from BT to EE in November 2023. I reported it within a week of moving, and despite contacting them several times since it has still not been resolved. Here we are over six months later and I am still unable to download and open my broadband bills. I am currently in contact with EE by Messenger, and have been for the past 4 weeks, and although they reassure me that the "work order" has been raised, nothing further has happened. The problem has not been resolved and I don't think that EE are too concerned about this situation.    

[AnnaHopkins]

That's exactly it. They keep saying, a work order is raised, it's with the right team, log out and back in again in about a week and it will be fixed. I even went into the shop where we signed up and their own staff said they'd had the same problem, but it had been resolved. I'm due to go into town again within the next 10 days so I think I'll call in and see if they can do anything.

[LonMags]

Exactly the same, I am beginning to feel very sorry I moved from BT I have had one problem after another, and now not able to view my account, what are they hiding.

[Zazzle007]

I first raised this issue (as a returning EE customer) last October. I STILL can't log into/link my broadband account. It's unacceptable really that customers can't get into their accounts. It means we can't access the invoices, we can't check the contract renewal date, not to mention check the contact details etc they have on file for us.

I'm aghast that nearly a year on they still haven't fix a blocking issue for so many customers. I will definitely not be staying with EE when I come to the end of my contract in April. I do not feel like a valued customer.

[dbubear]

Same problem here 3 months in but they're charging me  the  £3 month fof a paper bill, I have had £9 refunded but they'll be another call to get September's £3 refunded 

Cannot pair router to app

Cannot view broadband bill online

[Leanne_T]

Hi @Zazzle007 @dbubear 

I am very sorry you are unable to view the bills and this has been happening since joining. 

Do you get an error message when you log in? 

Have our tech guides raised a support ticket to get the account looked into? 

Leanne. 

[dbubear]

No idea, they say they have, multiple time referred s to the back room team, but no success then effectively told to go away for 8 weeks when it'll all be resolved, alas not. 

Can you tell me do EE give me a EE user ID? Then do EE Link that to the broadband account? 

[Leanne_T]

Hi @dbubear 

The EE ID would be the email address you registered and placed the order with. 

Details on the EE ID can be found in the Register for an EE ID Help page 🙂

To get an update on your account please call us and the team can check your account for you and let you know the latest information showing on the ticket.

Leanne.

[dbubear]

I'm a BT to EE migration customer so was  never told my user ID so I used my BT internet mail as I'd, after numerous calls I was told they couldn't link it, to create a new email address then link that, this has proved incorrect as well as the 15 hours of calls has proved.

So what next?