This topic

Unable to view bills

Tensmoor — Fri, 19 Apr 2024 13:03:58 GMT

I transfered to EE a couple of days ago when I got Full Fibre. Yesterday I logged into my BT account to have a look at my old bills but all I get is a red banner saying:

If your Broadband service is provided by EE, you will need to manage it through My EE. You can do that here and make sure you use your EE login details

No method of being able to dismiss it and view my old bills which I understand is a legal requirement (viewing the old bills not dismissing the message).

Today I got an email from BT saying my bill was ready with a link to view it. When I click it and log in I get either the exact same thing again or constant page with the 3 coloured corcles moving up and down (I've waited for over 5mins).

If I try and follow the link given for EE and log in it tells me that to view my historical bills I have to log into BT.

Now I'm a very patient chap normally but when I get a company trying to send me round an endless loop I get ever so slightly miffed and I'm afraid my patience goes right out the window. Any suggestions most gratefully recieved.

Re: Unable to view bills

Keith_Beddoe — Fri, 19 Apr 2024 13:11:43 GMT

@Tensmoor

Welcome to this user forum for BT Retail phone and broadband customers.

I think this is an issue with the BT website at the moment, as I have seen this, and so have others who like myself, are only BT customers.

If you use the MyBT app on a smartphone, it all works just fine.

Re: Unable to view bills

Tensmoor — Fri, 19 Apr 2024 13:17:14 GMT

Thanks @Keith_Beddoe but I don't see why I should install an app on my phone just because BT/EE are messing things up. I'm an old fashioned git who strangely thinks that phones are for making phone calls...

I do appreciate the suggestion though so once again, thank you.

Re: Unable to view bills

JohnC2 — Fri, 19 Apr 2024 14:28:18 GMT

Hi @Tensmoor, sorry you're having trouble accessing your bills online.

Has your move to EE completed?

If so do you have an new account number or is the EE account the same account number as you had with BT?
You can get in touch Broadband | BT Help via the 'Message now' link and one of our guides will be able to help you with this.
Cheers

John

Re: Unable to view bills

Tensmoor — Fri, 19 Apr 2024 14:50:14 GMT

Hi @JohnC2 and thanks for the reply.

Yes, my move to EE completed on 17th Apr and I have a new EE account with a different account number.

Re: Unable to view bills

RogerP64 — Sat, 06 Jul 2024 15:22:01 GMT

Hi Keith

I'm in Australia, trying to help my Mum and I'm having this issue (unable to view usage details or Billing Details, etc.)

Any thoughts would be very welcome.

Re: Unable to view bills

Madpeter — Sat, 06 Jul 2024 17:58:46 GMT

if you have moved to EE and dont have an EEid yet you will need to create a EEid to view your bills

https://ee.co.uk/ (select login in the top right and then Register)

after that you will need to login and then link your service (found down the home page some way with what looks like a watch) you will need your EE Broadband account ID [you should also make the move to the EE forum at this point]

if your with BT and dont have a BT id yet

https://my.bt.com/s/apps/appsselfserve/index.html#/createbtid

if your not the account holder they will need to accept your access or you wont be able to view anything

if you have a BT id but unable to view the bills you might have a old account linked. you will want to link the new Broadband account found somewere in the profile / accounts area / multiple accounts link an account.

if you have a EE id and already have Broadband linked to it you will need to setup a 2nd EEid for the new account