Itemised usage

[Kevin123123]

EE told me I would be able to see my itemised usage within a couple of hours on the app/logging in.. that was 2 days so.  Another agent now tells me itemised billing is only available monthly on the invoice?! 
what is going on ?! 

[Kay162]

What is going on with EE… why cannot I see my itemised usage?! This has been an ongoing issue for months intermittently and now what seems permanent.. what’s the point in paying or having that facility when you cannot provide it consistently?!!!

[Kay162]

Nearly 7 months later and still not available consistently 

[Kay162]

It is an ongoing tracking usage.. it’s called itemised usage 

[Kay162]

Thank you and seven months later EE still cannot provide this service consistently… it is now rarely available and EE are STILL looking into it 7 months later ..  

[Leanne_T]

Hi @Kay162 

I am sorry to hear this, are you unable to view this information in your My EE app and online account? 

Leanne.

[paul03631]

@Kay162  I'm still having this issue as well (although it was briefly "fixed").  I can see my itemisation in my online account for about the first week of each new billing cycle.  From that point on I get "An Unexpected Error Occurred" under "Your extra charges so far" and a message to the effect that I haven't made use of my inclusive minutes/texts under "See Your Itemised Usage" (when there were calls there previously).

[Leanne_T]

Hi @paul03631 

If you have an error viewing these details please call us on 150 and the team can raise a support ticket to get this looked into for you if needed 🙂

Leanne.

[Kevin123123]

Seems to be permanently nothing now and all I get from EE is "The latest update I have from the IT team is that they have approximately 130 customers still impacted by this issue. I’m very sorry for the time this is taking to resolve completely. Sadly, I’m unable to give an exact date for a permanent fix, however I can assure you the issue will be fixed as soon as possible."

Unbelievable!

[Kevin123123]

EE are not providing the service as they should be nor as described, it is totally unacceptable for a "communication" firm such as EE .

Leanne if you are from Community Support Team, please work harder with your IT team for your 130 customers impacted by this issue... but then I guess thats small fry to the other 870 that are ok. 

All I get from EE Customer Service is...."The latest update I have from the IT team is that they have approximately 130 customers still impacted by this issue. I’m very sorry for the time this is taking to resolve completely. Sadly, I’m unable to give an exact date for a permanent fix, however I can assure you the issue will be fixed as soon as possible."

this has been ongoing since i took the contract out in JANUARY 2023...

[Leanne_T]

Hi @Kevin123123 

I understand your frustration, our support team will be working to get this resolved for you as soon as possible. If you would like to know any allowance details whilst this is being investigated please text BALANCE to 150. 

Leanne.