Unable to register my phone number is not recognised.
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02-04-2025 04:40 PM
Hi everyone, does anyone else have this problem?
We have not been able to access our business account since joining EE in December 2024.
When we try to link our phone number to the account, it reports that it does not exist.
We are charged monthly for using the phones, but we cannot see or download our invoices.
I have spoken to support three times, and they cannot help us.
WE NEED TO BE ABLE TO DOWNLOAD OUR INVOICES FOR ACCOUNTING PURPOSES. THIS IS A BASIC BUSINESS NEED, AND EE IS UNABLE TO SUPPLY THIS NEED.
Solved! See the answer below or view the solution in context.
Accepted Solutions
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04-04-2025 05:11 PM
Hi again @CraftyJon.
The issue you're encountering here isn't directly linked with the ability for invoices to be generated on your account, as these are handled by an internal system that isn't viewable to customers.
Your online account is designed to link with this system and display your main account and billing details, but the fault here most likely lies in something not quite working correctly with this link.
We always want to make sure any report of an issue is fully investigated, but occasionally this can be complex and take longer than anticipated.
If you continue to have issues here I would recommend logging this as a complaint with our dedicated complaints team, and they'll be able to take a look and make sure we're doing all we can to get this resolved.
Peter
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02-04-2025 05:54 PM
Hi @CraftyJon
What does support say.
Thanks
To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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02-04-2025 06:49 PM
Support says they cannot fix the problem yet.
Something is wrong at EE’s end and it seems to be affecting new subscriptions taken out in December of last year.
Apparently, we have to wait until they’ve found a fix. But they have no idea as to when that will be.
What I find odd is when I call support and explain my problem (3 times now) they spend ages trying to help me out. Why? If they already know the problem exists.
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03-04-2025 08:24 AM
Hi @CraftyJon
Welcome to the community.
The support team have some troubleshooting steps to follow. These would be to try and help you get access to the bills or work out if it is definitely part of a known problem.
Have they organised to send you the bills in another format whilst it's being looked into?
Chris
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04-04-2025 02:51 PM
Hi, Christopher
The first time I asked support for assistance on this matter, although he could not sort out the problem, he was good enough to email me the first two invoices.
However, since then, I have talked to support twice, and they gave the impression they didn't know the cause of the problem. No one has offered to send me my invoices, and I don't have the time to call support every month so that I can download my payment receipts.
It just seems so odd. We are being invoiced, and EE is taking payment, so EE knows we exist as they track our usage. We receive messages on our phones, as customers, from EE. So, why can't they set up an online account that we can access?
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04-04-2025 05:11 PM
Hi again @CraftyJon.
The issue you're encountering here isn't directly linked with the ability for invoices to be generated on your account, as these are handled by an internal system that isn't viewable to customers.
Your online account is designed to link with this system and display your main account and billing details, but the fault here most likely lies in something not quite working correctly with this link.
We always want to make sure any report of an issue is fully investigated, but occasionally this can be complex and take longer than anticipated.
If you continue to have issues here I would recommend logging this as a complaint with our dedicated complaints team, and they'll be able to take a look and make sure we're doing all we can to get this resolved.
Peter
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05-04-2025 05:03 PM
Thank you, Peter. I certainly will file a complaint. Excellent idea.
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05-04-2025 06:24 PM - edited 05-04-2025 06:26 PM
I filled out a Call Me Request Form just now. Explaining very clearly what the problem is from my end.
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06-04-2025 09:35 AM
Thanks for keeping us in the loop @CraftyJon
Hopefully, this will all be resolved very soon for you!
Linzi
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06-04-2025 04:11 PM
Thank you so much, Linzi_H
