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

[richonwirral]

Thank you for your reply Lesley. I was told there was no way for the team to contact the app or website developers directly. After pushing, a ticket has been raised.

This is clearly an issue that affects lots of people and has done over a long period - I’m not sure why users need to phone and for tickets to be raised when there are lots of posts on these forums alone about it. 

Please can you raise this on our behalf?

[Lesley_W]

Thanks for the update @richonwirral 

I'm pleased that they have opened a ticket for this so that the right people can get working on fixing this. 

We don't have access to your account here on the forum, so it's always best to get in touch over the phone if something isn't working as it should to get the quickest possible resolution. My apologies it hasn't been as simple as this the first time you called. 

Lesley

[richonwirral]

Thank you for your reply Lesley. 

The point I am making is that by searching for Bills and PDF on this forum, it’s clear that this issue is one that lots of customers suffer from - so why can’t you raise this separately on our behalf?

[Lesley_W]

I understand that and we do want to help where we can @richonwirral 

We pick up on trends in the community, and feed them back to the relevant teams regularly. The majority of posts on this particular thread are from a while ago, so we wouldn't be able to use these to raise it again in this instance.

You have done the right thing in speaking with our technical support team, who have raised a ticket against your account. Hopefully, they're able to fix your specific issue soon.

Lesley

[richonwirral]

Hi Lesley,

Thank you. It’s a week on since the ticket was raised. Do you know what the turnaround time is for a reply? I didn’t get an email confirmation that a ticket was raised or any details as to when to expect a response.

Thank you 

[Christopher_G]

Hi @richonwirral 

If you don't hear back from the ticket in the next couple of days, I'd recommend getting back in touch with our customer support team so that they can chase it up for you.

Keep us posted on what happens please.

Chris

[richonwirral]

Thanks for your reply Chris. It would be helpful to know what the turnaround time/SLA is for a reply once a ticket has been raised. 

[ellymoo]

I am having the same issue. it is impossible to log in and link my phone to my account to get my invoices. Worrying to see that this has been going on for years! we need our invoices for our accounts. What do we do?!

[eec_001]

Been in a similar place for the last year or so on both business and personal accounts. Been through complaints, escalations, resets even the offline team all who are perfectly nice but can do nothing. Advice is to keep raising complaints but these are never resolved and a never ending cycle. There is no solution available yet but no one will say it.

I’ve been with EE since the days of Orange so am a loyal customer but the inconvenience of having no sight of your accounts especially at VAT quarter is silly in 2026.

I have just moved my broadband to another provider and will do likewise with my phone accounts at the appropriate moment.

Shame really but poor service has that effect.

[richonwirral]

Hi Chris,

Just providing an update as you requested.

After not hearing anything at all, I’ve just phoned to chase. I was told the advisor that I spoke to did not record the call I made nor did they raise a ticket as they had told me they had done. Also the issue still has not been resolved. I’ve made a complaint. Really poor.