topic Re: Discrepancy between DoB in the website and the system in EE app and website

Discrepancy between DoB in the website and the system

OseDoe — Tue, 04 Mar 2025 15:19:07 GMT

Hi, I have recently switched to EE and when I tried to link my device through the app to my EE account where I ordered my plan, I found that it got rejected. Upon checking my profile to see if everything was in order, the Date of Birth shown on the website differs from the one I introduced previously, showing the day before.

I tried going to an EE store to sort this out and they weren't able to help as it is shown correctly in their system.

After checking with my partner who also joined EE almost at the same time, she has the same bug so I believe there is a problem with how the system is displaying the date of birth.

The issue with this is as we aren't able to link our devices, we aren't able to see our bills. I found no way to report a bug on the website so I'm writing this post hoping that it helps. Else, could you redirect me to where could I post this up? Thank you in advance.

Re: Discrepancy between DoB in the website and the system

SamerI — Tue, 04 Mar 2025 15:31:28 GMT

I have this problem with linking my broadband to the EE app…It keeps telling me the info you provided differs from the one in our system. But the EE Home appworks so whatever…I gave up lol…

Re: Discrepancy between DoB in the website and the system

Schockwave — Tue, 04 Mar 2025 15:46:54 GMT

Hello @OseDoe , @SamerI ,

Welcome to the community,

If you are unable to change the date of birth, I would suggest you speak to customer service and they will be able to change the date of birth for you.

Re: Discrepancy between DoB in the website and the system

SamerI — Tue, 04 Mar 2025 16:13:04 GMT

Hey there! I just contacted EE…for some reason they had my date of birth incorrect and my mobile number was not registered in their system…I hope this fixes the issue…

Re: Discrepancy between DoB in the website and the system

Onetime1 — Tue, 20 May 2025 10:08:28 GMT

I've just had the same problem. Customer service can't make this change, even if as in my case my details were correct in the system. I was asked to send a copy of my birth certificate with a covering letter to the office or similar documentation to an EE store. I was in my 14 day cooking off period so chose to leave as it was the easiest option for me rather than chasing a process.

Re: Discrepancy between DoB in the website and the system

Onetime1 — Tue, 20 May 2025 10:15:17 GMT

Thanks for this post. I had the same exact issue and you've saved me quite a bit of time. It seems the day before on DOB comes up a lot and is difficult to fix. You'd imagine if it is right in the system then the app can be updated simply rather than a huge admin burden.

Re: Discrepancy between DoB in the website and the system

Michi7 — Fri, 10 Oct 2025 20:15:55 GMT

Hey OseDoe,

Did you ever find a way to fix this, I'm currently going through the same thing and cannot see my bills. Please let me know if you have so I can try it too, the customer services are going back and forth and they're not helpful at all!

Re: Discrepancy between DoB in the website and the system

Michi7 — Fri, 10 Oct 2025 20:16:30 GMT

Hey Samerl,

Did they ever update you on the situation? If so, what did you do? I'm currently going through the same problem!

Re: Discrepancy between DoB in the website and the system

Katie_B — Sat, 11 Oct 2025 07:00:55 GMT

Hello @Michi7.

Welcome to the EE Community.

I'm sorry to hear you have not yet been able to get this resolved.

So I can help further, what was the last update provided by our customer care team?

Katie

Re: Discrepancy between DoB in the website and the system

Michi7 — Sat, 11 Oct 2025 12:43:50 GMT

Hey Katie,

I tried going to an EE store (multiple), they all tell me that my details on record are correct and cannot help, even with my passport. The issue is that my DoB on my EE app (it shows one day behind my actual DoB) doesn’t match the one on the records (which is correct). They told me to contact customer services. I did call them in store on their phone and told me that it will be changed and I should wait a bit, I waited weeks and nothing has changed. Now they’re saying the only option I have is to mail them?

I have no idea how to send mail as I’m on the younger side and everything I’ve done is digitalised…

Re: Discrepancy between DoB in the website and the system

Katie_B — Sat, 11 Oct 2025 12:48:00 GMT

Hi @Michi7.

Thanks for getting back to me.

Since the agent updated this have you tried deleting the app and redownloading it?

What did the agent request to be mailed?

Did they provide you with an address?

Katie

Re: Discrepancy between DoB in the website and the system

Michi7 — Sat, 11 Oct 2025 12:54:11 GMT

Yes I have tried redownloading the app and logging in again, the information has not changed unfortunately.

The agent said I should mail a form of ID like a passport copy and write a letter, they did not provide an address.

What exactly do I need to send? Just a photocopy of the two pages of my passport showing my details? Do I have to censor out any information on the photocopy?

Re: Discrepancy between DoB in the website and the system

Katie_B — Sat, 11 Oct 2025 13:08:30 GMT

Thanks so much for confirming @Michi7.

I understand how frustrating this must be.

I would recommend giving us another call and speaking with our technical care team.

If a ticket can't be raised for this to be amended, they will then be able to provide you an address to send the requested information.

Katie

Re: Discrepancy between DoB in the website and the system

SamerI — Thu, 16 Oct 2025 17:36:58 GMT

Hi Michi7,

They had my date of birth wrong (1 day ahead lol). The correction of my date of birth fixed the issue.

Re: Discrepancy between DoB in the website and the system

Michi7 — Sat, 25 Oct 2025 00:51:01 GMT

Hey just thought I'd come back and update in case anyone else is having an issue.

Issue has now been resolved - managed to do it in store after visiting more than 10+ EE branches around London. Turns out that they can fix your DoB issue, after which they'll merge your EE ID and your email. I then linked my SIM and after 24 hours I could finally see it in the app. Disappointing how many staff members in the branches told me they couldn't do anything or would say it was only an online thing! Not happy with my experience with EE so far, I know it's not the community support team's fault but just thought I'd share so other customers can prove you can fix this issue in store in case they get hit with the 'I can't do it' excuse.

Re: Discrepancy between DoB in the website and the system

Schockwave — Sat, 25 Oct 2025 08:20:09 GMT

@Michi7 , thank you for coming back and letting us know you got it sorted and it is all working for you, no idea why there is such a problem getting this sorted, should be quite a simple thing for EE or you to do.

Re: Discrepancy between DoB in the website and the system

Leanne_T — Sat, 25 Oct 2025 08:47:42 GMT

Hi @Michi7

I'm really sorry you've had this experience when visiting the stores to get the date of birth updated and appreciate you keeping us updated and sharing this feedback.

If you would like to discuss what has happened in the stores and raise a complaint, you can complete the online complaints form and one of the team will get in touch with you.

If you need any help in future, please pop back to the community anytime 🙂

Leanne.

Re: Discrepancy between DoB in the website and the system

RJenko1 — Sun, 30 Nov 2025 07:59:56 GMT

I have exactly the same problem, all worked fine until I upgraded my phone and added broadband and now I can’t log into my account or pay my broadband bill !! I’ve verified my ID online successfully and it still doesn’t work. I’ve made a complaint and heard nothing. I don’t know why I should spend my time ringing when I’ve already verified my ID online, someone needs to link my products but no one is helping. Shocking customer service.

Re: Discrepancy between DoB in the website and the system

Lesley_W — Sun, 30 Nov 2025 12:25:27 GMT

Hi @RJenko1

Welcome to our community.

I'm disappointed to hear you've had a poor experience trying to get your online account sorted.

When did you make a complaint and was it through the link @Leanne_T has given above?

Lesley

Re: Discrepancy between DoB in the website and the system

RJenko1 — Sun, 30 Nov 2025 22:25:52 GMT

It was through the website a week ago.

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