EE has been a headache from the start. They don't know what they are doing.

[OllieBob]

Hey,

So, I know this is anecdotal, and there will be many out there who have had a smooth ride of it, but from the first, EE, broadband and now mobile, are just a mess when it comes to my accounts. I still, after four months, can't access my bill online or in the app. I've spent hours on the phone with them and nothing has changed, been told people are working on it and so on... On the flip side, I've not yet been charged, so their ineptitude has its advantages. 

I, hopeful fool I am, got a mobile account with them, hoping to be able to add it to my existing account. No such luck. Again, their team is working on it, but I don't hold out much hope and, without the mobile number being linked to my account I can't activate data on my apple watch.

This is really just a vent, and maybe a warning to potential customers, I doubt any of you can help. It's just frustration after frustration...

On the other hand, yet again, as they told me, as I'm a totally blind customer, and the mini box is not adapted for accessibility,  that I could have a second apple TV box as I was signing up, they finally sent one through. Had to fight for it though, lots of 'computer says no'. I'm grateful that they kept up their end of the deal and made an exception to meet my needs. Also delighted as some prat on here was winging that I should be treated the same as everyone else, irrespective of my disability.

Still, I really don't know what is going on with the back end, it just all seems totally broken and has resulted in a really unpleasant customer experience.

[OllieBob]

Thank you for clarifying the cause of the issue however, it is still a persistent issue. Knowing why it’s a bad experience doesn’t change the experience. I’m paying, or should be paying, for a service that works correctly, that informs me in an accessible format, of my bill.

Once the billing is sorted, and I start paying, I’m doing my part, I’m happy to do my part. What is lacking here is EE keeping up its end of the transaction. EG, I give EE money, EE gives me service. Fortunately, the service, broadband and TV, at least, are working fine, for now, but the fact there hasn't yet been a charge does concern me that I’ll either be cut off at some point leaving me, a vulnerable customer without internet which is essential for communication, or I’ll be slapped with a huge bill somewhere down the road for which I can’t budget for because I don’t know what the charge will be because I can’t read my bill in the app or online.

I know it’s not your fault and you’re just explaining this, but EE, how it has evolved, is currently broken. This is not good for any who depend on its services, as I do. As I say, this is a vent, as well as a pointing out of my personal experience which, I hope, is unique, though I’m aware of a few others who are having similar woes with their billing through apps and the web.

[OllieBob]

I’ve spent quite enough time on the phone with EE trying to resolve this.

I also disagree, notification of issues, or indeed billing, is part of the service. Hopefully this will be rectified, though considering this has been going on for several months now, I’m not hopeful.

Thank you for your response and assurances that my service won’t be cancelled. Hopefully, when the accounting department notices the lack of income, it will prompt someone to get this fixed.

Cheers

[Leanne_T]

Afternoon @OllieBob 

Thank you for coming to the community and letting us know you are unable to view the bills.

I would like to help you with the account and have sent you a private message for some extra details. 

Leanne.