Billing & Payments Page fails to load in browser

[khw77]

I am having a continuing problem for the last couple of months in that the Billing & Payments page fails to complete loading in the web browser.  It partially loads and shows the heading Billing and Payments but underneath it the two dots for the EE logo continue bouncing up and down for ever.  Moving the mouse pointer over then shows the tooltip "loading".   

I am using Safari on the Mac and have turned off content and ad blockers and Private Relay is turned off.  I get the same behaviour with Edge and Chrome browsers.    I have cleared browser caches.  The Safari web inspector shows an error message "Failed to load resource: the server responded with a status of 403 0)" for the page.

I have had reported it and had a call from Customer Services but their unhelpful response is to say it is not EE's problem as I am able to see my bills on my iPad and iPhone.  They refuse to report it as an issue, saying it is a problem with my Mac and I have other ways of accessing my bills, which I think is an unacceptable response.

Is anyone else having this problem?  It does seem to be reported from time to time without any obvious remedy apart from clearing browser caches which I have done.

[Northerner]

Hi @khw77 

Set up a direct debit or use many other ways to pay: https://ee.co.uk/help/billing-payments/payment-methods

Thanks 

[khw77]

My post has nothing at all to do with making payments.   It’s about the webpage not loading with an error message in the web inspector

[Peter_W]

Good morning, @khw77.

This is a tough one, as if all browsers are affected then this would normally indicate an account issue and something we'd most likely raise a ticket for. 

When you're using your iPad / phone, is it via the app or a browser that you're able to load the bills successfully?

If you haven't already too, it's worth giving this a try via a private browsing window on the Mac to see if the same issue occurs.

Peter

[khw77]

Many thanks for the reply Peter.    The apps on the iPad/iPhone work fine for accessing the bills, but using the browser on mobile gives exactly the same issue as the Mac with the page failing to load.   Using private browsing in Safari makes no difference - same problem.

I have experimented a bit more today.  I have been logging in by first going to the ee.co.uk homepage and then selecting Manage/Billing to get to the Payments and Billings page , which I then find  is not loading and giving a 403 error in the web inspector.   However, if I do something differently and enter the URL for that page directly in the browser,  ee.co.uk/billing-payments/broadband/your-bills, then once I have completed the login process it immediately displays the page 'Your Broadband Bill' for the current period!

[Dks_e6Tee]

Hi, don’t know if it’s any help but I’ve recently swapped providers and I’m unable to get onto my old providers billing either so 

[Peter_W · Accepted solution]

Thanks for doing that further bit of digging for me, @khw77.

If the browser version of your account is facing the same sort of issues on your phone, then this would usually rule it out as being something linked to the account. 

It's good that you can still view everything correctly via the app, but something definitely doesn't sound right with how the account is set up if the browser version isn't working. 

I would definitely recommend getting back in touch with our team to report these additional findings, or alternatively you could also look at getting this raised as a complaint, too.

That's our highest point of escalation, so they would be able to ensure we take ownership and explore all available options.

Peter