My EE app and website does not show billing

[LadyJ21]

I have an email saying my bill's ready to view, but the  link doesn't work, and after a month (and many phonecalls) my old and new broadband accounts still haven't been merged so I can't see my broadband bills on the app or website.  So disappointed with 'new' EE.

[Leanne_T]

Hi there @LadyJ21 

Thanks for coming to the community. 

Do you have a mobile and broadband account with us? 

Can you view other account details on the EE app and website?

Leanne.

[LadyJ21]

Hi Leanne,

Yes, I have an account with EE and both my mobile and my old broadband account are showing up.  The problem started when I changed (with EE) to full fibre and had to be given a new account.

I have made many phone calls to 150 and a month ago I was promised that the accounts would be merged.  I've had an email saying my first bill is ready, but I can't see it via the email, via my account or on the app.

Please can you help?

LJ21

[LadyJ21]

Hi Leanne,

Yes, I have an account with EE and both my mobile and my old broadband account are showing up. The problem started when I changed (with EE) to full fibre and had to be given a new account.

I have made many phone calls to 150 and a month ago I was promised that the accounts would be merged. I've had an email saying my first bill is ready, but I can't see it via the email, via my account or on the app.

Please can you help?

LJ21

[LadyJ21]

Hi Leanne,

I have called 150 several times! I go through the same explanation with each customer service representative and they promise to sort it. Then nothing happens.

Please arrange for it to be sorted without me having to call again.

Many thanks,
LJ21