Unable to see any billing or statements

[barty1970]

I am unable to view any of my bills when logging into my account either online or via App.  Not been able to see anything for a few days at least.  Have spoken to EE who promised a call back but I have yet to speak further.  Is anyone else having similar issues?

Thanks

[TMLU]

Yes it’s very distressing. IT advised there is no bill and they cannot see why as the account is absolutely fine. I have logged a formal complaint last night via EE website and will be leaving after about 20+ years of being with you as a provider as no one seems to know what to do. I have been promised many things, customer service colleague sent me her email promising an update and nothing has been done even though I sent her an email back chasing, not even a response. Diabolical service not working on a priority fix on systems that don’t provide customers a monthly bill surely has to be a legal priority.

Sent from my iPhone

[Katie_B]

Hi @TMLU. 

I have sent you a private message to get some internal feedback to the agents manager who has not responded to your email for updates.

Our complaints department will be in touch and will be able to look into this further for you. 

Katie

[newforestuser]

TMLU - Interesting that you're a longstanding EE customer yet have hit this problem - the vast majority seemed to be customers migrating from BT or other providers. It's worrying that if they can't fix the problem for an established account, what hope is there for the rest of us?

I've had my regular 150 call recently, which has disappeared down the same black hole as all the rest. It's hard to work up the enthusiasm to keep calling, but if we all stop  they'll think that the problem isn't important.

I'm still vaguely hoping that in the background they're beavering away at creating an entirely new billing system which we'll all be moved to before long. Mind you, I haven't given up on the idea of winning the lottery jackpot.

[TMLU]

Yes I’ve seen many messages on here stating they’ve had issues since migrating broadband but thankfully, after this it’s only my mobile. It’s very worrying as how are we supposed to pay without a bill and after speaking to numerous helpline staff on 150, they can’t see a bill and they don’t know why. It’s appalling and it doesn’t appear to be a priority. I spoke to IT yesterday after I called retention again to say I’m leaving to be told ‘I’ll transfer you to IT, they’ll sort it straight away’. IT couldn’t see a bill or fix it as they couldn’t see anything wrong IT side. The IT guy told me not to pay anything until fixed and there’s a £20 credit on accident for all the inconvenience caused due to numerous calls I’ve made in the last week. He said he was logging a back office request to look at it I’m concerned that some people on here haven’t had a bill in 6 months though. 

[newforestuser]

Although I have never been able to view a bill with an online account (by any means), the EE broadband people have started to send me paper bills each month. How embarassing for a supposedly high-tech company, but it's interesting being back in the 1980s! The mobile side of the business it seems are only allowed to do this if I pay extra - so I have never seen a mobile bill in any shape or form. Remarkably EE have no problem sending me texts and'or emails telling me how much their taking out of my bank account each month.

It's strange really that they don't see that fixing this problem would benefit them - we'd be able to add to or change the services we receive by managing  our account, thereby probably spending more.

[richard_rlmhltd]

It's now October 30th and I haven't been able to access my bills since 2nd August. I've rung and requested that my bills are emailed but I don't want to have to ring/email every month for my bill.  What's the issue?

[richard_rlmhltd]

We are a business account too, if they can't see a bill how do they know how much to charge? The last bill I could access was August this year and nothing since, I've spoken to the Business Tech Team this afternoon and been told they will email me copies of the missing bills, we'll see!

[newforestuser]

I never thought I'd say this after nearly 10 months of frustration, but I seem to be well on the road to having the problem fixed!

 Out of the blue last week  I got a phone call from an EE Guide to talk about my problem, (was the number of negative reports I'd posted on this messageboard anything to do with it I wonder?) and he texted me a link to get straight to the tech team. I did this, and got a very concerned and helpful lady (this wasn't the first time so I didn't hold my breath) who took me through various procedures (emptying my cache on Chrome on Windows, deleting and reinstalling the EE app on Android), but all to no avail. Groundhog day I thought. Then she suggested something I had heard mentioned by other posters on here - "did I have an email address other than the Gamil one I had registered with?" (I don't know that the Gmail bit matters, just needs to be a diffeent one I think). As it happened I did have an unused one with yahoo.co.uk, so she put that one into my profile, and that then generated an email to the new inbox about finishing setting up my userid. I clicked on the "Create EE ID" button in the email and cogs began to whirr. I then got another email entitled "You've created your EE ID". Wow - that sounded promising.

Imagine my disappointment when I tried using my new email address to log in from my laptop and hit an error message - in fairness my guide seemed equally crestfallen. But then I tried logging invia the app and for the  first time ever I was able to see just what it was that my monthly payments during 2024 had bought me - both mobile and broadband/TV. I could access every month individually and do other useful stuff like amend my plans, set up roaming abroad (only about £17 a week compared to BT's £0) and buy all sorts of add-ons. I was promised by my guide that the Windows login would also get sorted out, and in fairness I can at least see my phone bills on there now.

So it seems that the solution is to get yourself a secondary email address, phone up and ask to have that plugged into your profile - assuming my guide has spread the word to her colleagues! It seems that all admin emails about your account will still come to your primary email inbox - the alternative one is simply for logging in.

Good luck and I hope this helps some of you.

[robhiltonLT]

2025 and this is still going on.  I have to go through the process each month of using the App to send myself a copy of our company bill.  How many more months of this........  

[Leanne_T]

Hi @robhiltonLT 

Thanks for coming to the community. 

Just to check. are you unable to access the bills if you log into your account through a web browser, but can view the bills in the EE app? 

If so, do you get an error message? 

Leanne.