Discrepancy between DoB in the website and the system

[OseDoe]

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.

[SamerI]

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…

[Schockwave · Accepted solution]

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.

[SamerI]

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…

[Onetime1]

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.

[Onetime1]

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. 

[Michi7]

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! 

[Michi7]

Hey Samerl,

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

[Katie_B]

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

[Michi7]

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…