Unable to view bills

[MaryN2]

Hi,

I have been unable to access our business account for a few weeks now. Every time I try to log in to view our current bill, I get this error message:

"We're unable to retrieve your account details right now

Log out and then log in again."

I contacted EE a couple of weeks ago. They advised that they were aware of the problem and were working on getting it sorted. Surely it should be fixed by now? I tried downloading the app to see if I could view the bills that way, but that didn't work either. I have tried texting BILL to 150 but that hasn't worked either, even though I have had a text saying "You can view your bill at ee.co.uk/bill or reply BILL to this message". Could you please advise? 

Thanks

[sharonrees]

Have you managed to sort this.   I'm in a similar position.  Would be helpful to speak to a human, rather than just pressing buttons.   

[Suzik]

Spoke to them last week.  Problem still not resolved.  Only able to get bills by ringing them.  Shocking really for such a big company not to be able to sort this.  Been going on for years. 

[Linzi_H]

Hi @sharonrees 

Welcome to the community.

If you're unable to access your bills through your main online account or the EE app, then please reach out to our team directly so they can help further. 

Linzi 

[jranby]

I've had the same problem for the last 3 years everytime I do my business account, they always say they are working on it, but it's never fixed. They do always forward the invoices when I call them and request them, just a pain.

[Sincerely]

Hi..So it's not me then, for so long even whilst abroad, I've tried to pay my bills or wanting to update my account with my new card and failed, page doesn't load. 

I am trying to upload my new card details now, page doesn't load etc. This is ridiculous amd actually unfair to customers, especially when you like to automatically add late payments fee on customers bills, yet they aren't able to access their accounts to update. It's not about using the phone tapping in info either.

I would like someone from EE to contact me ASAP and also credit my account back, late payment fees, as now I realise why I couldn't use online, due to their errors not mine.

My contract has run out and I'm already thinking of taking my business elsewhere.. Been a customer since One 2 One by my gosh, poor service. 

[Leanne_T]

Morning @Sincerely 

I am sorry you are unable to access the bills and have had error messages when trying to update your card details.

We have no account access on the community to contact you regarding the account and help you get this sorted. If you give us a call, the team will certainly get this looked into and help you get the card details updated. 

You can find ways to make a payment in our Pay Your Mobile or Broadband Bill Help page. 

Thanks. 

Leanne.

[Jdewey]

Same problem for me. 

[Christopher_G]

I'm sorry to hear that, @Jdewey 

If you follow he advice on @Leanne_T's post above, our Customer Support team will be able to help you update your details.
Chris

[Sulkpot]

Been having the same problem for 2 years, both app amd website error when I try to look at current bill. It's the app and website that's at fault. I've cleared the cache, reinstalled the app several times. My husband also has this problem, i seriously doubt it's a small number of users. Customer Care is clearly not a concern since this thread was started 18 months ago and everyone just gets fobbed off. Can't believe it's not been resolved when it's such an important feature. 

Clearly there is some issue with the call to the server, maybe a flacky API, certificate issue, etc. I would suggest you get your IT department to look at it and test every possible scenario. It's been going on far too long and it is no longer intermittent, it just doesn't work. 

[DORIS70]

I've just spent 48 minutes trying to get an answer as to why I just can't see my bill!! Why is it so difficult? British Gas, EDF energy log into account....there it is! Why not EE ! I don't have 48 minutes yo waste in a day on the phone. This is new hub which keeps droppinb out on my tv too. Wish I'd never bothered  chaning.