The issue with downloading bills/invoices

sayling · ‎14-11-2024

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

mkcomputing · ‎26-11-2024

@sayling wrote:
@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

That is not my experience.

I came here again after a long absence because I had the problems that this dicussion is all about, an "issue with downloading bills/invoices".

It was only by following the steps I described, and providing details to the very helpful "minder", that I managed to regain control of my accounts and to be able to recover bills and access to my two phone accounts.

It may even be possible to create an account to access this community without going anywhere near an EE mobile phone account. That's generally the way that user communities work.

For a start, you don't have to provide your phone number to get in here. Nor do you need your EE account number. Those were two details I was asked to supply.

sayling · ‎26-11-2024

Sorry if I made you think I thought your suggestion was pointless, that wasn't my intention. I meant it shouldn't be necessary to go through the rigmarole of direct messaging anyone.

I signed up for this community many years ago with a username and password that are no longer valid. Now it may well be that I since created a new account with the same details as my main EE account, but I was basing this requirement on the fact that when clicking on the login button, the site passes through the author.ee.co.uk site, just like when logging in to my online phone account.

It is just an assumption, however.

I could test it by going through the process of creating a new login, but - at the moment - I'm a little fed up testing EE website functionality 😉

It wouldn't take much for an EE Helper/Minder to resolve at least this point, though...

Helado · ‎26-11-2024

Same problem here

sayling · ‎26-11-2024

@sayling wrote:
I could test it by going through the process of creating a new login, but - at the moment - I'm a little fed up testing EE website functionality 😉
It wouldn't take much for an EE Helper/Minder to resolve at least this point, though...

@mkcomputing
Okay... I couldn't help myself. I checked by clicking the button to create a new login and got this:

so I guess, whilst it can't be assumed that accounts here have been created using an EE account, where someone says that their community account login is their EE account login, then community staff should be able to pass their details to the back end technical team that we seemingly (and, understandably) cannot have free and direct access to.

At least doing this gave me something to do whilst looking a blank, invoice-less Bills and Payments section in my EE account 😉

mkcomputing · ‎26-11-2024

@sayling wrote:
@sayling wrote:
I could test it by going through the process of creating a new login, but - at the moment - I'm a little fed up testing EE website functionality 😉
It wouldn't take much for an EE Helper/Minder to resolve at least this point, though...
@mkcomputing
Okay... I couldn't help myself. I checked by clicking the button to create a new login and got this:
so I guess, whilst it can't be assumed that accounts here have been created using an EE account, where someone says that their community account login is their EE account login, then community staff should be able to pass their details to the back end technical team that we seemingly (and, understandably) cannot have free and direct access to.
At least doing this gave me something to do whilst looking a blank, invoice-less Bills and Payments section in my EE account 😉

I'm not sure what point you want to make.

To me this says that you do not need an EE account to create a presence in this community.

Just feed in a different email address and follow the instructions to create a new community account. Did you try that?

In any case, even if someone has an account here, that does not mean that there is a record in the EE community of the details that an account manager at EE needs to sort out problems with the EE mobile account. In fact, good security practice would be to keep the mobile accounts details separate from the community details.

Whatever anyone's idea of how the EE system works, I just know how I managed to get someone in the EE community pass on my details to someone in EE support to sort out my inability to download bills and to top up a PAYG phone. It took a few days, but it worked after some weeks of getting nowhere.

sayling · ‎26-11-2024

@mkcomputing wrote:
I'm not sure what point you want to make.
To me this says that you do not need an EE account to create a presence in this community.
Just feed in a different email address and follow the instructions to create a new community account. Did you try that?
In any case, even if someone has an account here, that does not mean that there is a record in the EE community of the details that an account manager at EE needs to sort out problems with the EE mobile account. In fact, good security practice would be to keep the mobile accounts details separate from the community details.
Whatever anyone's idea of how the EE system works, I just know how I managed to get someone in the EE community pass on my details to someone in EE support to sort out my inability to download bills and to top up a PAYG phone. It took a few days, but it worked after some weeks of getting nowhere.

So far, no helper, minder or EE community official has asked me for any details that I can then send, via PM to EE support, my account information in the way that you describe.

However, I have said that the email address associated with my community account is the same as my EE Account, as I did sign up and login with my EE Account details. To make sure I wasn't talking crap about that, I went to the create an account screen to see if I was losing my mind/was wrong. But it wasn't, for me, to prove that you could create an account with an unrelated email address, more that you could use your existing EE account to create and login to the community.

As the email address for the EE account is unique, the details associated with my community account should be more than sufficient to a community support worker to pass these same details to back office Tech Support directly, I would have thought. With just the unique email address for my EE account, I would not have thought it necessary for the back office Tech Support people to know my mobile number or my account number (which, as you said in your reply yesterday at 18:53, was not necessary) in order to access my details. Also, given that there is no error messages and I've already attached a screenshot showing the end user experience in this topic, what more could they need?

So all I was saying was that it would seem to be an unnecessary step for a helper to reach out to me to ask me to send the (what should be known or at least could be extrapolated) details to them via a PM, so they can pass those details to "the people who can tie together the details of your account".

I'm not trying to provoke you here - your input has been valuable. And I'm glad you found a reliable way out of the black hole.

But no helpers or minders or community officials have either asked for these details, or offered to pass them on to the people that can help me in the back office. All that has been offered so far, in terms of help, is a link to a page with incorrect contact details and no appropriate route to report a problem with the website.

I am frustrated with EE. Not you, @mkcomputing

mkcomputing · ‎26-11-2024

I have a sneaky feeling that the person who helped me out, along with a few others, has either been warned off or has been overwhelmed by the growing pile of victims.

To me, my experience shows that all of the other advice from EE here about browers, caches and so on, is just obfuscation. Something is broken in EE's system. There is nothing that users can do to fix it.

ebh4897 · ‎26-11-2024

I have exactly the same issue

ebh4897 · ‎26-11-2024

and this is new ....

and this .... looks like some kind of a security upgrade bug?

sayling · ‎26-11-2024

Indeed!

In my mind, a sticky topic asking for people who are affected to either DM account 'x' or post a reply (where the community and account logins match) would be a great, proactive, customer friendly service offer to make. And a central point where scope of the problem could be assessed.

But what do I know?