The issue with downloading bills/invoices

sayling
Established Contributor
Established Contributor

‎14-11-2024 04:05 PM

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:

sayling_0-1731600221634.png

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

37 REPLIES 37
mkcomputing
Established Contributor
Established Contributor
In response to sayling

‎26-11-2024 09:35 PM

@sayling wrote:

But what do I know?

From this conversation you know what the problem is and that EE likes to send customers running around in circles.

 

@sayling wrote:

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.

Your suggestion would be an excellent way to begin a conversation between EE and its stranded customers.

As in many things, communication is the key to satisfied customers. 

sayling
Established Contributor
Established Contributor
In response to ebh4897

‎27-11-2024 01:13 PM

@ebh4897 wrote:

ebh4897_0-1732651210955.png

Your second screenshot didn't come through, but with regards to the one above, Google for Incapsula and imperva and you should find results telling you this appears to be a legitimate thing, employed by a number of companies, to protect sites from certain types of attack

Hope this helps

0 Helpful
sayling
Established Contributor
Established Contributor

‎16-12-2024 04:07 PM

Another month and no sign of any progress or even interest from EE - bills/invoices/details of payments not available to access, nor download, from the website.

@Peter_W - any details/answers/response from the back office team?

Katie_B
EE Community Support Team
In response to sayling

‎16-12-2024 05:07 PM

Hi @sayling. 

Have you been able to report this to our technical care team?

Has a ticket been raised on your account you should receive updates regarding this. 

Katie

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sayling
Established Contributor
Established Contributor
In response to Katie_B

‎16-12-2024 06:40 PM - edited ‎16-12-2024 06:41 PM

@Katie_B wrote:

Hi @sayling. 

Have you been able to report this to our technical care team?

Has a ticket been raised on your account you should receive updates regarding this. 

Katie

Hi, @Katie_B 

No, I have not been able to report this anywhere but here. The links previously provided by your colleagues went to places where I could not report anything to a technical care team, and the phone call I made was equally a dead end.

Please, by all means, raise a ticket - this community account has the same details as my EE account.

You may wish to familiarise yourself with the other posts I have made in this topic before logging the call for all the details I think you will need to raise the ticket.

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Katie_B
EE Community Support Team

‎17-12-2024 09:52 AM

Hello @sayling. 

We are unable to raise tickets here on the EE Community as we have no account access. 

Our technical care team can be reached on 150. 

Katie

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mkcomputing
Established Contributor
Established Contributor
In response to Katie_B

‎17-12-2024 10:01 AM

@Katie_B wrote:

Our technical care team can be reached on 150. 

Good luck with that  one. 

Some people turn up here because they get nowhere with 150.

I was able to excape from this closed loop only because one of the EE minders here offered to pass my details on to the technical care team. 

A few days later, after waiting months for something to happen at the EE end, the problem went away. 

 

sayling
Established Contributor
Established Contributor
In response to Katie_B

‎17-12-2024 02:52 PM

 @Katie_B 

After ringing 150 during their actual hours (not those detailed on Technical support/mobile-phone/contact us page, which is still, a month later, incorrect), selecting option 1,1,3 and 1, it would appear from the conversation with Shubhashri from Tech Support, that this is a known issue affecting many, many customers (her words). To be fair, from the amount of people who have posted on here, that was no surprise. 

She accessed my account, downloaded the missing invoices and emailed them to her supervisor. Her supervisor, Amit, has now forwarded them to me.

Apparently, a marker is now on my account for future bills to be emailed directly to me - we shall see.

It does, however, raise the question - if this is a known issue, why is there no sticky in this forum advising customers what to do, whilst they wait for EE to sort out the problem? A problem which has been going on for months.

Is it because there is no communication between the Tech Support and Community Support teams? Or does EE think if they ignore it and don't publish details of the problem, it will go away?

Come on @Katie_B , @Peter_W et al - you can do better than this, surely? 

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