Can anyone help.
Before BT moved my account to EE I could simply login to the MY BT app and view my package details, usage complete bill etc for my BT package which included BT Broadband, BT TV package and BT Mobiles package.
BT first moved my BT mobiles over to EE and later subsequently moved the other elements of my complete BT package to EE.
Since that change I only receive a notification email to say my mobile bill is available to view. When I login to the EE app it only shows my EE mobile bills. No information is provided about the other parts of my complete package.
Now if I login to the MY BT App no information is available which is ridiculous.
I have had three separate telephone conversations with EE and first they could not explain why I have this problem.
During my second telephone conversation I was told the problem was due to me having two separate accounts which was news to me. It would appear that when BT moved my mobile account to EE they used my BT account number but when they moved the other parts of my package from BT to EE someone in their wisdom set up a new separate account for my broadband, TV etc. I asked for this error to be corrected so I have the just one account number for my complete package so I could view all my package, usage, billing details on one bill but they said this was a problem at the EE end so I asked for my call to be registered as a complaint. I also made the point that why can they only provide billing information for my mobiles yet they can still take payment for my full package yet I cannot view a full bill online.
l was told they could send me a paper bill but it would cost me an additional £3 a month which is ridiculous considering I was always able to view my complete monthly bill online and save / print a pdf copy for my files.
My third call was once again to express my annoyance at this situation and on this occasion I was told that this problem could be easily sorted but still nothing has changed.
I also reported that when I checked my latest EE mobile bill I discovered that the were a total of 8 extra charges outside my plan yet each of the 8 charges were recorded on the bill as taking place on exactly the same date, at exactly the same time of the day and to the same number each time. The EE support person taking my call said this was not possible however when he checked my bill on his system he was surprised to see what he said couldn’t happen had actually happened !
Another example of nobody accepting the responsibility to sort out what I consider to be a serious problem.
Are any other EE / BT customers experiencing this problem ?
Regards
David
