Forum Discussion

Hockeybear's avatar
Hockeybear
Joining in
29 days ago

Can't get to View My Bill

The email notifying my latest bill quoted a higher figure than my usual amount so I wanted to check the breakdown. But I can't get the bill to display. When I log into my account I just go round in circles between the How can we help page, Help and Support page, and View your Bill tile. When I click on View your Bill I just end up back at How can we help.
I've tried this on 2 different browsers and also on my phone, with no success.
I don't want to use the VM app.
Any idea what is going on here?
Thanks!

 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    29 days ago

    Hello Hockeybear.

    Thanks for your post and welcome back to your community. 

    Sorry to hear you're unable to view your bills online.

    Can you see everything else okay when you sign in?

    Are you the main account holder using the primary log in details?

    Gareth_L

    • Hockeybear's avatar
      Hockeybear
      Joining in
      27 days ago

      Hi Gareth,
      Yes everything else looks OK. I am the main account holder and am using the primary login details.
      Just tried again after giving it another 3 days (vain hope!) but no improvement.
      Thanks!

      • Hockeybear's avatar
        Hockeybear
        Joining in
        27 days ago

        Actually scrub that, I've just logged in and only get a blank screen. Nothing at all loading! I didn't have that problem 3 days ago when I first flagged up this issue

  • Hockeybear's avatar
    Hockeybear
    Joining in
    27 days ago

    Hi, I've tried from a different device, with different browsers, cleared cookies, tried with VPN on, and tried from my mobile. All I can do is cycle between the pages with the following three tiles but never get to see my bill. Surely "View your bill" should call up a bill?!?

     

    • Tom_W1's avatar
      Tom_W1
      Forum Team
      27 days ago

      Hi Hockeybear thanks for your reply.

      Sorry to hear this is still ongoing, that is strange - appreciate you've said you've tried your mobile and still impacted, but to be clear is this on mobile data or still on your home WiFi connection please?

      If still on WiFi can you try on mobile data?

      Obviously, there's a factor here which is more crucial though which is the higher amount. Usually this is triggered by a contract expiry, perhaps your contract is about to expire and as a result the cost may be increasing? Do you have sight of your original contract where you can check this too, which may also help?

      Many thanks

      • Hockeybear's avatar
        Hockeybear
        Joining in
        22 days ago

        Hi @Tom_W1 I think you're on to something with this being connected to a contract expiry. I've just renewed and the billing amount was "probably" adjusted to take account for partial months.
        It's still very strange that a customer can't view their bill. I can't imagine that is audit-compliant! However let's leave it at that for the time being and I will hopefully be able to see bills once again when the new contract cuts in.

    • Ayisha_B's avatar
      Ayisha_B
      Forum Team
      26 days ago

      Hi Hockeybear 👋

      Welcome back to our Community Forums and thanks for your post.

      Sorry to hear about the issues accessing your bill.

      Can you confirm if you have tried what has been suggested by newapollo?

      Let us know if you require further support.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    26 days ago

    Hi Hockeybear,

    Although you stated in your original post that you want to use the mobile app, it would seem to be a possible solution to viewing your bill since 2 different browsers and a mobile device aren't working at present.