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

[Christopher_G]

Hi @richonwirral 

Thanks for the update. I'm really disappointed with the experience you've had with this so far. You've done the right thing in opening a complaint. Your case will be handled according to our complaints code of practice. Hopefully, they manage to find a resolution with you.

Please continue to keep us updated with what happens.

Thanks

Chris

[richonwirral]

Hi Chris,

Do you know when I can expect to receive a reply to my complaint of 21 May? Your Codes of Practice says:

Step 1: We’ll try to fix the issue straight away. If we run into problems, we’ll tell you how long it’s going to take and when to expect an update.

I've not heard anything.

Thank you.

[Peter_W]

Hi again, @richonwirral 

Where was it you raised your complaint?

Was this done when speaking with us on a call, or did you do it online via the details listed in our complaints code of practice?

Peter

[richonwirral]

Thanks Peter. I did this over the phone. I was given a reference that looks like: INC123456789.

[Peter_W]

Thanks, @richonwirral 

If you raised this over the phone, we would expect the Guide that originally opened this for you to follow up once we have an update to share. 

I appreciate it's been quite a while though, so if you give us another ring, our tea will be able to check the status of your complaint, and if needs be you can request escalation from there, as per the complaints process @Christopher_G shared above.

Peter

[richonwirral]

Thanks for the reply Peter, but why am I having to phone up to chase a complaint? The Codes of Practice is also lacking as it does not mention any timescales. 

[sayling]

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@richonwirral wrote:

Thanks for the reply Peter, but why am I having to phone up to chase a complaint? The Codes of Practice is also lacking as it does not mention any timescales. 

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You'll likely begin to question why EE seem to be content with the EE Community Support Team not being given any authority, power or teeth in resolving customer problems.

I'm not having a go at the members of the Team here, just that they don't have the teeth to provide the support or get involved with the supporting of issues experienced by the Community, outside of the forums or community itself...

They do the best they can despite the lack of tools given to them by EE

[richonwirral]

Back to post an update. After making a complaint on 21 May, I didn't hear back. I left it 3 weeks and called yesterday. I was told my complaint hadn't been logged as a complaint, it had been logged as a technical support issue. I was lost for words. The call handler at Customer Services said they are also unable to download bills as PDFs. I've given up. Really poor communication and service. I won't be posting here again. 

[eec_001]

They sent me PDF bills by email. Don't believe what you are told. 

[sayling]

Sounds like maladministration, and one for the ombudsman, to me