Account linking to BT / EE

[UBF]

"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.

[Debbie_G]

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

[UBF]

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.

[Debbie_G]

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

[UBF]

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.

[Debbie_G]

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

[UBF]

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.

[UBF]

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.

[Debbie_G · Accepted solution]

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

[UBF]

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.