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

[Michael_D]

Hi @sayling 

If you are still seeing the same as your original post, I would recommend getting in touch with our tech guides, so they can look into it further for you.

If it isn't something they can resolve, they can raise a ticket if needed for our back office teams to continue working to a resolution.

Michael

[sayling]

I can't see a relevant section regarding issues with the website, @Michael_D  - can you help more on this?

[Michael_D]

There isn't a specific option for the website @sayling, but if you choose the option for technical support, that will get your to the right people.

Michael

[sayling]

That seemed a bit pointless, sending me to that link, @Michael_D , when more or less all the options lead to the advice to ring 150 during 'normal' hours. Or coming to the community, which - as we all know, I have...

Unless I'm missing something, you want me to contact normal customer services, over the phone, to discuss an issue that they won't be able to see on the phone, when I've already provided details, including screenshots, in this thread?

[Michael_D]

It is to report it to our technical team @sayling. The link was purely so you had all of the available numbers to call.

We don't have access to your account through the community, so while you have provided some details here, we are not able to view full details needed and don't have the ability to raise a ticket if it is needed. Generally the tech team will just need details of what happens, but if they need screenshots, they'll give you information on how to forward them on to them.

Michael

[katie_bignell]

I've been having this issue for months now, and it's tedious when I have to do our work accounts and I need them for the accountant. I've tried several browsers and cleared caches and all the usual solutions... But still nothing. I rang up customer services and apparently it's a "known issue" and their solution was to download the invoices I needed and then email them to me. Which was very handy, but I shouldn't have to do that. Anyone found a decent solution?

[mkcomputing]

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@katie_bignell wrote:

Anyone found a decent solution?

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This is a long running saga that EE doesn't seem to be able to mend at the platform level. Maybe it is down to merging BT's and EE's systems. No one from EE has ever offered an explanation.

The only way around this that seems to stick is to ignore all of the "trouble at the user end" and to see if you can get one of the helpers here to pass on your details to the people who can tie together the details of your account.

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

This seems to be the only reliable way out of the black hole.

[sayling]

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@Michael_D wrote:

It is to report it to our technical team @sayling. The link was purely so you had all of the available numbers to call.

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The link goes to various places that suggest, effectively, to ring 150, which I just did. Despite the link saying the lines were open until 21:00 tonight, the recording told me the office was shut. 

So the details in the linked page https://ee.co.uk/help/contact-ee/technical-support/mobile-phone :

are also wrong...
And I am still, like many, many others, unable to access the pages for my account.

Are you unable to feed this back to the tech people, so they can reach out to me? I assume you can at least see my email associated with this community account, which is obviously the same as for my online account?  

[mkcomputing]

It took one of the minders here to forward my details to tech support. I sent them via a private message.

Nothing else worked.

They seem to have given up on that solution. Probably because it swamped the system.

[sayling]

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@mkcomputing wrote:

It took one of the minders here to forward my details to tech support. I sent them via a private message.

 That seems a pointless extra step... as far as I can tell, we can only access this community if we use our account details, so surely they could be sent through anyway