topic Re: Account linking to BT / EE in Broadband & Landline

Account linking to BT / EE

UBF — Wed, 20 Aug 2025 04:41:52 GMT

"Birth Date" error when linking accounts. Why, why is it so hard for EE/BT to resolve this? Over a week now and STILL no one can get our accounts linked.

Re: Account linking to BT / EE

Debbie_G — Wed, 20 Aug 2025 11:43:48 GMT

Hi @UBF.

Welcome to the community.

Have you had a chance to speak with one of our Guides about the issues you're experiencing when trying to link your account? They’ll be able to look into this in more detail and help move things forward to get this sorted.

If you’ve already been in touch, have our team advised on what steps are being taken to get this resolved?

Debbie

Re: Account linking to BT / EE

UBF — Wed, 20 Aug 2025 12:11:05 GMT

Yup. 3 different people have said they will get it sorted and none have managed yet. Luckily im a BT customer so im used to this. I suspect we will end up having to go into an EE shop to resolve it.

Re: Account linking to BT / EE

Debbie_G — Wed, 20 Aug 2025 12:53:45 GMT

Thanks for sharing this @UBF.

I'm really sorry to hear this hasn't been sorted after speaking with our Guides.

I’d recommend reaching back out to speak with a Guide for an update. If needed, they can escalate the issue to ensure it’s properly addressed and resolved.

Debbie

Re: Account linking to BT / EE

UBF — Wed, 20 Aug 2025 19:14:27 GMT

Mmmmmm after half an hour with guide number 4 ....

We have a winner.

BT username was different to all the account details (and can't be edited on the BT site) which had got in the way of account linking. But instead of that. It chose to witter about birth date.

My honest advice to anyone that reads this, sack BT off. Ditch your phone line. Go with EE directly and skip the entire shenanigans of linking anything.

And to EE, you need to take a serious look at your shared partner services,they are making you look bad.

40 hours of my time to finally sort this out. Im 35 years in IT .... I can't imagine how the average punter navigates this.

Fingers crossed the nice chap from the Cardiff call centre has sorted it out once and for all.

Re: Account linking to BT / EE

Debbie_G — Thu, 21 Aug 2025 08:33:29 GMT

Thanks so much for coming back to let us know @UBF.

I’m really sorry to hear how much time this took to get sorted. It’s not the experience we want anyone to have.

It’s great to hear that our team were able to help when you contacted them. Hopefully, everything runs smoothly from here.

Debbie

Re: Account linking to BT / EE

UBF — Thu, 21 Aug 2025 10:15:57 GMT

I'm still less than hopeful. Tried again this morning and it's STILL refusing to link, tried again now and the same thing. It has been anything but smooth and by the looks of it, it's still NOT sorted.

Still spitting out the same message about 'birth date'. What i find most annoying about this, aside from the fact it doesn't work is that none of your guides seem to have the first clue what to do with this message or what it really means. Despite the message on the site which says if you get this, quote this error message to our guides and they'll be able to fix it.

On top of that I'm stuck with two 3 Mobile contracts I'm trying to swap over to EE and i can't do that until i can register for EE One .... and i can't do that until I've sorted out linking FTTP from BT to my EE account.

I will try again later one more time and if that fails I will call BT as i'm still in the cooling off period and tell them to cancel the whole thing and they can have the kit they sent back and IF the other bit of kit they say they've sent turns up, they can have that back too.

I wish I'd never started this and had just told BT to foxtrot oscar at the beginning.

Re: Account linking to BT / EE

UBF — Thu, 21 Aug 2025 12:41:07 GMT

Your details don’t fully match those on the billing account

Call 150 from your EE mobile or 0800 956 6000 from any other phone to get help.

You can quote error code: Birth Date to your EE Guide so they know exactly how to help you.

Alternatively,

book an appointment

at an EE store and come along with your driving license or passport.

--------------------

Yep. Still the same rubbish as yesterday and the same rubbish as the 3 attempts to get this sorted prior to that.

Re: Account linking to BT / EE

Debbie_G — Thu, 21 Aug 2025 13:05:45 GMT

I'm so sorry to hear you're no further forward with linking your account @UBF.

I think the best thing to do now, is to fill in our online complaint form. A dedicated team will look into this further and contact you to help get this sorted.

Debbie

Re: Account linking to BT / EE

UBF — Thu, 21 Aug 2025 13:49:41 GMT

From a customer perspective, this is just unfathomable. I have one ongoing and lengthy complaint running on the BT side that EE and BT can see, now 4 failed calls on the EE side relating to a problem that is still unresolved and that the EE forum support team can now see. I still have to talk to yet another department to get something fixed and raise yet another complaint on a different portal. So now that's two complaints running on two portals and yet I'm still the one who is having to escalate it. Does anyone at EE/BT understand how customer service works? Or what makes a customer a dissatisfied one?

This is the very definition of insanity.

Re: Account linking to BT / EE

Debbie_G — Thu, 21 Aug 2025 15:24:54 GMT

I understand your frustration @UBF.

I've recommended filling out the online complaints form, as this goes to our dedicated complaints team who are our highest point of escalation.

As the issue has been ongoing for a while and you've already spoken with several Guides without success, the team will be able to take ownership, ensure everything is logged on your account and work towards the best resolution possible.

You can find more information on our complaints process here:

EE Complaints Code of Practice - March 2024

Debbie

Re: Account linking to BT / EE

UBF — Thu, 21 Aug 2025 17:29:02 GMT

I had no faith in waiting for another expert to call back and the complaints process, no offence but i'm beyond any faith in that either. So i tried one last time via messaging and got Josh in your Richmond sales centre - he has managed to do what everyone else has failed to do.

Thumbs up for him but the rest of the experience, very much below decidedly average.

Re: Account linking to BT / EE

Leanne_T — Fri, 22 Aug 2025 07:26:11 GMT

Hi @UBF

I am very sorry you have had this experience and appreciate you letting us know Josh has sorted this for you.

Leanne.