topic Re: Order processing in Archived Posts

Order processing

Tada5812 — Wed, 28 Nov 2018 09:09:06 GMT

I ordered myself a new handset on Monday , ive received a order confirmation email with order number but there isn’t any tracking information available as yet . I was wondering if anyone had any idea on processing time etc for orders .

Thanks in advance 🤷🏿‍♂️

Re: Order processing

teresa23 — Wed, 28 Nov 2018 09:20:45 GMT

I have this same situation ordered on Monday, got email with all order number etc but no tracking available yet.

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 10:35:53 GMT

Morning @Tada5812 @teresa23

Thank you both for coming to the community.

If you give our customer service team a call they will be able to check your order and give you both an update.

Let me know how you get on 🙂

Leanne.

Re: Order processing

Tada5812 — Wed, 28 Nov 2018 11:29:18 GMT

Should I have received two emails with different tracking numbers ?

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 11:47:58 GMT

Hi @Tada5812

Did you order the one device?

Have you spoken to our customer service team?

Leanne.

Re: Order processing

Tada5812 — Wed, 28 Nov 2018 11:51:00 GMT

I only ordered the one device , an upgrade to an existing contract . I’ve just tried to ring customer services but after following the prompts all the way to upgrades deliveries etc I was just met with a recorded message telling the same thing I’ve already read on the website .🙈

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 12:09:54 GMT

Hi there @Tada5812

I see thanks, we will need to get this looked into.

If you call 150 and select option1 and option 4.

Or, you can speak with someone on live chat which is at the bottom of this page.

Thanks. Leanne.

Re: Order processing

Tada5812 — Wed, 28 Nov 2018 12:10:48 GMT

Thankyou for your help and prompt reply

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 12:12:05 GMT

No problem at all @Tada5812

Let me know how you get on 🙂

Leanne.

Re: Order processing

bazcad — Wed, 28 Nov 2018 12:16:32 GMT

Hi i placed an order on saturday but the operator didn't take my email address and i've had no confirmation of my order. Is this normal?

Re: Order processing

Tada5812 — Wed, 28 Nov 2018 12:21:10 GMT

I’m struggling to find live chat at present .

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 12:21:49 GMT

Hi @bazcad

Welcome to the community.

Have you had a 000 reference number sent to you in a text message?

Would we have already had your email address?

Leanne.

Re: Order processing

bazcad — Wed, 28 Nov 2018 12:24:34 GMT

no i haven't had a text message and i am a new customer so you wouldn't have my email address.

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 12:24:51 GMT

Hi there @Tada5812

Is this showing as busy?

If so, you may need to give us a call and select the options provided 🙂

Thanks, Leanne.

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 12:29:46 GMT

I see @bazcad

In this case we will need to check your order.

If you call our customer service team on 0800 956 6000 we will be able to get this looked into for you.

Thanks, Leanne.

Re: Order processing

bazcad — Wed, 28 Nov 2018 12:32:01 GMT

okay thanks for your help Leanne

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 12:37:43 GMT

No problem @bazcad

Have a lovely day 🙂

Re: Order processing

Tada5812 — Wed, 28 Nov 2018 13:07:48 GMT

So I’ve now spoken to a cracking lady in customer services , the order has been shipped which is good .she gave me a 14 digit tracking number which doesn’t seem to mean anything on the dpd website or the EE tracking website . Other than ring customer services again do you have any more suggestions please 🤷🏿‍♂️🤦🏿‍♂️🙈

Re: Order processing

Leanne_T — Wed, 28 Nov 2018 13:24:22 GMT

Hi @Tada5812

Can you enter the number into the EE Order tracker here?

Does this have any details showing?

DPD will text you the day before delivery so you can arrange a delivery slot 🙂

Thanks, Leanne.

Re: Order processing

Tada5812 — Wed, 28 Nov 2018 13:35:46 GMT

I thinks the 14 digit dpd number I’m on the hold waiting to speak to someone now . Hopefully this should shed some light on it all .

again , thankyou for your input and swift response