Unbilled itemised usage

[kazzy79]

The EE website is terrible. 

I pay for itemised billing. Every month for a maximum of a week I can view all unbilled itemised usage be it text message or phone calls even if they aren’t chargeable. After the week all I get is one error message saying  ‘an unexpected error occurred please try later’ and in see your itemised usage a message saying ‘you have no itemised charges  this month’ even those just after the bill is produced I can see all messages and phone calls even if they’re included in allowances. Can’t even see this on the app at all. 

I pay for itemised billing and expect to see this unbilled usage for a reason. Guarantee come the 27th of every month I can see it for a week then I get error messages. 

it’s a joke…

[Chris_B]

@kazzy79  Have you tried clearing the device cache? 

[kazzy79]

I’ve tried everything but I’ll give it another try. Now it’s a new month it’ll work for a week without doing anything. From there on it won’t show a thing for the rest of the month…

[JM2026]

Hello,

did you manage to find a solution to this?

I am having this exact issue with an account with multiple devices. One specific device does exactly the same and stops showing any thing a few days after the bill is available. The app doesn’t show itemised usage at all!!! 

I pay for itemised billing for all devices.

ee chat have said its not possible to see live usage which is absolutely not true because I can see it currently for two devices. They don’t seem to have a clue when I ask them about this and say I need to wait for my monthly bill!! I despair with this company!!

[Peter_W]

Hey there, @JM2026 

Extra charges should definitely show in your app whilst the month is ongoing, and it seems odd that things are disappearing after a few days of the bill being produced.

Don't forget that you can download the PDF version of your bill which will list everything from the previous month, too.

If you've not been able to make much progress with our messaging team, I'd definitely recommend giving our team a call - that way they can check exactly how the account is set up, and if needs be raise this for further investigation.

Peter 

[JM2026]

Hi Peter,

I don’t want to see extra usage I want to see call logs each day which I have been able to do and can still see on two other devices. It has only stopped on one device. It isn’t the bill or extra charges I want to see.

thanks

[Peter_W]

@JM2026 Provided these numbers are both on the same account, you shouldn't have any issues with one number over the other, as itemisation is applied at an account level. 

As I mentioned above, the best way to get this checked out would be to give us a call so we can check how exactly the online account is set up.

Peter

[JM2026]

Hi Peter,

thank you for responding. Could you advise exactly what to say to EE as I have been told various things each time I contact from that isn’t a service that’s offered, I can only view usage via itemised bill at the end of the month etc. 

I also have major issues with ensuring my mobile number is listed as the account holder/bill payer. It states this no where on my account and I have 2 children using 2 devices which are both on my account hence my need to monitor their usage as and when it happens. I have been told twice now that the changes have been made to ensure I am listed as account holder/bill payer however I am yet to receive the text message I was told would come after 24 hours and it’s been 4 days now. 

I am rather concerned by the lack of knowledge or ability to actually fix issues. 
also the app and website has not been accessible for 24hours which I am sure you are aware of.

thanks 

[Christopher_G · Accepted solution]

Morning, @JM2026 

There were some essential maintenance works carried out last night, which should have completed now.

With regard to your query around your billing and lead number on your account, the customer support team are definitely the best people to speak to. Generally, you're talking about unbilled/billed itemisation for all calls/texts. That's maybe how you should position it to that team.

If you're not happy with how things are progressing down that route, I suggest asking them to open a complaint on your account, or fill in our online complaint form. That way, your case will be handled according to our complaints code of practice.

I hope you manage to get sorted. Keep us updated with what happens please.

Chris