Impossible to download latest bill

[khw77]

I have tried multiple ways of download ing my latest bill without success.

1) Logging into the website and navigating to the Billing and Payments page just gives me endlessly bouncing dots below the Billing and Payments header.  I am using a Mac with the latest OS and have tried both Safari and Edge browsers with the same result.

2) I get a bit further with the EE app.  Billing shows me he latest amount owing and clicking on Download your bill as a pdf does indeed display the bill, but both short and long touches on the download icon in the top right corner have no effect (except for displaying 'Download' with a long touch).  Nothing is downloaded and there is no way of sending the displayed bill to a printer or other app.  It also shows only the first of three pages.

Can anyone reproduce these issues?  Thanks, Keith

[Smithaced]

Can you look at the whole thread of people complaining and your company's response telling us how you are in the process of investigating only to then act like this is a new issue when a different customer raises the same issue.

As with lots of other people I am not at all happy with your response and simply ask for a professional approach to a well-documented issue.

Please address the problem rather than trying to portion blame somewhere else.



Dan 

[Mod edit: Personal information redacted. Kindly refrain from sharing your private details in public discussions.]

[Peter_W]

I appreciate where you're coming from with this one, @Smithaced.

However as @Rach_H mentioned, even when we're aware of a wider known issue, we can't assume that every person having trouble is affected in the same way.

In calling in, we can run some checks to see what's happening, log it against the existing fault, or if this is something different get it raised separately.

Peter

[Smithaced]

Please, just stop being so painful.

I am not wasting my time with you by reporting the same fault (again) as lots of others so that you can justify your position.

How about you log on to you own app using an Iphone and try and download a VAT invoice and see how you get on.

I cannot bear to call and go through this with your woeful service. I would rather change supplier.

Please also stop emailing me.

[hh1986]

Hi,

I'm having the same issue with Android and Chrome/Brave and need to urgently download the most recent bill. 

I would send a screenshot of the error but unfortunately this is not an option so here's a summary: I went on my most recent bill, clicked on 'View bill' and got an error: 'We're fixing a few things right now. We’re making sure everything is working as best as it can. Come back later or visit the EE Community.'

This was if I even got that far. I kept seeing the same error when I tried to log in, go on my profile, to 'Manage'. It took a while to even get to my profile using both my phone and pc.

The error in the console summary: 

Cause: Static assets (CSS/fonts) are failing to load from a CloudFront resource — returning 403 Forbidden and CORS errors — which breaks the page and triggers the fallback error screen. A related JavaScript error (jQuery not loaded) suggests these failed assets are also breaking script execution.

Impact: Users can't view billing info on this page; redirected to generic error/maintenance message.

Suggested next step: Check CloudFront origin/CORS config for the bills page's static asset path.

Thanks,

HH

[Rach_H]

Hi @hh1986,

Welcome to the Community!

The best thing to do would be to reach out to our team, and they will be able to raise that you're having this issue, and get a copy of your bill sent out to you.

Rach

[khw77]

Hi Rach

You omitted to say that there is a charge of £3 for a copy of the bill.  That is what has appeared on my latest bill, a charge of £6 for copies of two bills I never requested

Since May I have been liaising with customer complaints over the download issue. I have always been clear that I can see my bill in the app but the issue is that download button doesn’t work. At no point did I request copies and I would not want paper copies anyway. 

In any case, it is scandalous for EE to charge for a copy of a bill that might be needed because of their failure to provide one online.

Keith

[Rach_H]

This is an automated charge from our system @hh1986, but you can discuss this with the team if you feel having to pay this is unfair.

Rach

[PliSsK]

I have been having this problem for a year. Accessing my acccount from my desktop web browser on Mac in any of my browsers as stated above does not work at all, it hangs for a long time with the bouncing balls and is quite frankly something Ofcom would have something to say about. I had to use the app on my iPhone, which did actually work when you knew how, but it is not intuitive. You have to first select the bill you want, then click download the bill, but that does not actually download it anywhere on the phone, there is one additional step. I now cannot recall what that step was. But there was a way to then download it to iCloud where I could get to it from Finder on my Mac. It was fiddly but ok once you remembered how to do it. However it seems to have changed now. The help guide says to 'view the bill' and you see the share icon to share it to another app (!) or to the phone natively or iCloud. However as of right now, I can't find any of these options. I have been trying repeatedly. The download icon on the bill does not work. I have updated to the latest app version. Finally however the desktop browser now actually works so I ended up downloading them there. So I spend 45 minutes just now trying to download 2 bills. I have never had such problems with any company in my entire life trying to download a bill. If I can't download it, why can't you offer the option to just email it to me? Why would you not just do that? It's not a large file size. You send me junk mail anyway. I would not recommend EE to anyone.

[Rach_H]

Hi @PliSsK,

Welcome to the Community!

I'm sorry to hear about the trouble you're having and I can understand your concern. I'd recommend giving our team a call and they will be able to take a look into what is happening with your account, and help you sort a resolution for this. 

Rach

[Marcc2026]

So EE have finally come back to me saying they have updated the website and I am now able to download the bill from the website. The iOS App is still not working but at least now the website is

cheers

Marc