The issue with downloading bills/invoices

[sayling]

There are multiple reports in this forum of people not being able to access or download their invoices from the EE website.
Most of them seem to have a response about clearing cookies and/or cache, trying a different browser and asking if error messages are displayed.

Let me clarify things here...

After logging in to my account, I end up at https://ee.co.uk/exp/home

Just below the toolbar (Mobile - Broadband - TV & Sport - Gamin - Tech - Security), there is a banner with links to Bills & Payments ( https://ee.co.uk/bills-payments/mobile/your-bills), Plans & Subscriptions (https://ee.co.uk/plans-subscriptions/mobile ) and Orders (https://ee.co.uk/orders ).

Clicking either of the first two results firstly in a redirection through in https://auth.ee.co.uk/  (plus a string full of session/authentication parameters) before ending up at the URLs above but with no details displayed in the page.

There are no error messages.

All that is on the page - either page - is this:

It has been like this for a while now, hence the multiple reports.

I have replicated this in Internet Explorer, Chrome and Edge.

Please get this fixed

[Peter_W]

Good evening @sayling, welcome back to the Community!

Thanks for taking the time to share all of the details you've noticed when trying to log into your account.

When you select any of these options it does take a few moments to redirect to the correct page and load your details, but definitely shouldn't have any issues. 

Are you using a VPN, and if you try and log in via the app are you able to see these details?
Peter

[sayling]

Hi @Peter_W and thank you for the welcome back.

Logging into my account is not an issue, which I think is worth clarifying as you said '

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@Peter_W wrote:

...the details you've noticed when trying to log into your account....

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I am aware it takes a few moments, as it is during that time that I can see the redirection taking place that I mentioned above. However, I can sit an wait for a very long time and still see nothing other than what was in the screenshot originally posted. In fact, I can wait sufficient time for my account to be logged out of, and still no details appear.

No VPN in use.

The app is not the issue and details can be viewed fine there.

[ANG44]

Hi, Did you resolve this I  am having the same issue.

Thank you

[sayling]

Nope. Not sure there is anything I can do to resolve EE's issues, sadly.

Ideally, one would hope they could find someone in the company to actually check the functionality of their website, with a user account and not a developer account, so that they can see what everyone else has been seeing for months now

[sayling]

Just received this email:

"sayling, we want to be sure you got the information you were looking for. 

Your topic: The issue with downloading bills/invoices 

If someone's reply was so helpful that it solved your issue, tap the 'solution' button. This helps others with the same query find the correct answer.

And, it'll make the person who helped you feel appreciated!

If you didn't find the perfect answer, please post a comment to let us know. It's likely that other customers, such as our Community Stars, will help you out. If they can't help, a member of the EE Community Team will."

Sadly, no solution as of yet

[mkcomputing]

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@sayling wrote:

Sadly, no solution as of yet

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Your first message is spot on  in its description of what many people have experienced. EE does try to send it back to the user with that list of things to try. They have now added the "wait a bit" step.

In reality, it seems to be an issue at their end. It may be specific to particular accounts, what they cover and how they are set up.

In an earlier discussion of this phenomenon, one of EE's little helpers stepped in and used the private message facility to ask for account details that they could pass on to someone high up the food chain.

Mobile Number:
Error Seen:
Account number if available:
EE ID E-mail address:

I did that and after a few days I was back to normal. (He said, touching wood.) I received no explanation of how the kind soul had waved their magic wand.

It may have been a coincidence, but that seems highly unlikely, so I am left to assume that some accounts get clogged at the EE and only they can open the floodgates. Any other suggestions are unlikely to achieve much.

Good luck.

[sayling]

Nice - thanks for bringing that into this thread. 

Now to wait for a similar PM...

or for someone to actually acknowledge the wider issue and ask people to identify themselves when they have the issue...

or, you know, find out who they are, what causes it and rectify the issue globally

[mkcomputing]

Yes. EE can reduce grief by identifying and fixing broken accounts.

Or by offering advice on what victims can do without hiding behind pointless "try this" suggestions. I have seen no evidence that this has rescued anyone from the issues described here.

[sayling]

Still the same, as far as I can see