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beckybean
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Downloadable Bill (PDF) not showing - From 10 Days ago ??

For the first time - This months bill was produced on 14th August and although I can view it online, the PDF version is not showing in the list of bills available to download.

 

The latest bill showing is from 14 July 2020.


Is there a known issue at the moment or is it just my account ? - Normally it is available the day after the bill is produced.

 

Thanks in advance

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Steven_L
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

Sorry to hear of this beckybean.

 

Have you been able to view your bill since you posted this message? 

 

 

Regards

Steven_L

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backtothefuture
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

.

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beckybean
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

No, the latest PDF bill showing is still the 14th July, despite a new bill being generated on 14th August.


Thanks

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Steven_L
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Message 5 of 30
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

Are you using the app or going into your account via the web browser version of the service? 

Please could you try to use the one that you aren't using at the moment and see if it works.

 

If not, we can take a further look into this for you.

 

Regards

Steven_L

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beckybean
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

I don't have a phone that uses apps so unable to test this.

 

Although I've always been able to use the web version without any issues.

 

Please can you investigate it further.

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Steven_L
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Message 7 of 30
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

I have been able to locate your account and can see that you previously had a credit applied to your account and the bill that you're trying to access has been fully paid using that credit. 

 

Your next bill should appear on your account as normal.

 

 

Regards

Steven_L

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beckybean
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

I try to keep my account in credit, but have never had the issue before where the PDF bill hasn't been generated, but the regular bill can be seen online.

 

Is it possible to get the PDF bill sent to me by e-mail please (if the issue cannot be fixed) ?

 

Thanks in advance

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Steven_L
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Message 9 of 30
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

I have checked into this again and I can see your bill on our customer management system but this has no way of sending the PDF over.

 

I have had to log this with our IT team to get this looked into further from our side and get the bill to show correctly and we can then send it out to you.

 

We hope to get this resolved before 08/09 and I will update you once we have more information from our IT team.

 

Regards

Steven_L

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beckybean
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Message 10 of 30
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Re: Downloadable Bill (PDF) not showing - From 10 Days ago ??

Thank you.  I will await an update on here.

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