You are not alone - and I think it's not an isolated issue.
My inability to see bills on 'My EE' started from the time I was, at Bt's insistance, moved from BT Broadband to EE Broadband back in February / March (which was a dog's dinner - but I shan't bore you with that). Since the transfer I NEVER yet seen my bill online, and there only hard copies have been since I called to arise this issue - initially advised that this would be free of charge, subsequently at £3/mth. After innumerable calls to BT-EE, and call backs (not always on the promised day) I was credited with a further £20 to 'cover' the £3/mth whilst its being sorted - which suggests that really have no idea how long its going to take to fix it - and that its a systemic problems in the website.
This week I received a letter giving me details of how to approach the Ombudsman - which is good as previous 'complaints' were typically 'closed as resolved' whenever I took at face value advice that if I did as requested it should be all OK in a few days.
In essence. I feel that someone 'dropped the ball' when designing the transfer from BT (now limited I'm told to business customers) to EE (to where all residential customers are being transferred) and the problem is somewhere deep in the website design. Another example of the disconnect is that when I was transferred to EE from BT, my usual prepayment for the month ahead on BT was duly reimbursed, but to the closed BT account and I had to rang up after the DD from EE took the full amount to get the money back!!
Patience is clearly required - and its not the people on the other end of 150 (they are always sympathetic, and seem rushed off their feet) - but after 4 months and counting, I'm on the point of going to the Ombudsman (the only thing holding me back is the effort of going through my e-mails and phone statements to detail the whole sorry saga). I feel it may be easier to transfer to a different supplier and risk an argument with BT-EE about any penalty charge they might TRY (!) to impose after their failures to keep their side of the contract!
I'm awaiting a promised call back 'in a couple of weeks' before I either go to the Ombudsman and/or start to move to a different supplier. I've been with BT the 28 years we have been at this address, but I'm guessing I'm not the only longstanding customer they are at risk of losing!
