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

[Jdewey]

I can't find my bill

[Chris_S]

Hi @Jdewey You can view your EE bill on your My EE app or your EE online account

Just:

• Open the EE App
• Select Manage
• Select Billing
• or text BILL to 150 for a summary of recent payments

Chris S

[Jdewey]

Done that,no where does it say billing

[Chris_S]

Do you see the 'Download bill' option @Jdewey 

Chris S

[Davanne1927]

Despite receiving monthly text saying I can look at my latest broadband  since I was forced to switch from BT to EE  I  have never actually been able do so. No response to many calls/promises of return calls etc. Cannot even view my current contract. 

[Rach_H]

Hi @Davanne1927 

Welcome to the Community!

I'm sorry to hear you're still having trouble viewing your bills, and that this hasn't yet been resolved.

We do not have account access here on the Community, but if you give our team a call, then they will be happy to help.

[newforestuser]

Hi, based on my experience you just have to keep on at them. Do make sure that you ask the person on the helpline to open a case number for you and give you the number - otherwise each time you call it's like going back to square one. Also ask to talk to the technical team - the level 1 support will be very sympathetic, but they are working from a standard checklist, so aren't there to actually solve anything.

In my case ( which took nine months to sort out), i eventually had to use a secondary email address to create a fresh userid, so it might be worth making sure you have one in case that solution works for you - and suggest they try it.

In the meantime, make sure they send you paper bills until they fix the problem - at least that costs them something so maybe improves your chances!

[bristolian]

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@newforestuser wrote:

Hi, based on my experience you just have to keep on at them. Do make sure that you ask the person on the helpline to open a case number for you and give you the number - otherwise each time you call it's like going back to square one. Also ask to talk to the technical team - the level 1 support will be very sympathetic, but they are working from a standard checklist, so aren't there to actually solve anything.

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To be fair, all customer-facing CS agents are working from scripts to some degree. The crucial issue is speaking to an agent (of whatever arbitrary title) who has access to raising fault tickets. And getting them to use that access.