topic Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later in Archived Posts

Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Stevep1959 — Mon, 28 Jan 2019 15:30:54 GMT

Hi All

I upgrade my daughters phone contract and it was out of stock dispatch information changed to dispatch within 24 on thursday of last week and still not dispatched any ideas when it will be delivered

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Watkins07 — Mon, 28 Jan 2019 15:38:45 GMT

Hi @Stevep1959

once your phone comes into stock, the devices are then allocated to the orders recieved. This can take a couple of days but once it’s been allocated to your order you will receive an email (usually in the evening). If you download the DPD app using your email and number used for the order, you will get notification of when EE has arranged for dispatch.

im sure it will be with you very soon.

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Jon_K — Mon, 28 Jan 2019 17:46:46 GMT

Hi @Stevep1959.

Have you had any confirmation of your order through email?

As @Watkins07 has mentioned, the DPD app is the best way to track your order.

If you don't have any confirmation of your order, I'd recommend contacting our customer care team so they can check your account.

Jon

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Stevep1959 — Mon, 28 Jan 2019 18:41:50 GMT

Hi

Yes had confirmation email and update that says delivery between 21st and 25th

Sent from my iPhone

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Jon_K — Mon, 28 Jan 2019 18:57:57 GMT

Thanks @Stevep1959.

I'd recommend contacting our customer care team so they can have a look into this for you since the estimated delivery slot has passed.

Let us know how you get on.

Jon

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

EvanRS — Mon, 28 Jan 2019 20:12:01 GMT

Hi Steve. You may have seen my post of a little while ago. Same problem; ordered last Wednesday; received 1st email but nothing else. It has not even been despatched.

Katie from EE on here was very helpful and quickly referred the issue to the so-called customer help people.

Finally got a call from them at 6.30pm and the idiot asked for part of my password!!!!

When I pointed out that was NOT a good question he didn't comprehend and tried to argue for the part-password.

I said that it looked like I would have to cancel the upgrade; new phone and contract and leave EE; he was totally indifferent and just said "OK" !!!!

Good luck; hope you are contacted by a non-idiot and by someone who cares about you and about EE.

Evan

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Stevep1959 — Mon, 28 Jan 2019 20:19:50 GMT

I work away all week and my daughter has the phone will have to ring them at the weekend when I get home

Sent from my iPhone

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Katie_B — Tue, 29 Jan 2019 08:08:47 GMT

Hi @EvanRS.

I have replied to your private message.

Katie

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Katie_B — Tue, 29 Jan 2019 08:10:23 GMT

Please keep us updated @Stevep1959.

Let me know if you have any further questions in the meantime,

Katie 🙂

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Stevep1959 — Tue, 29 Jan 2019 10:51:43 GMT

ill get my daughter to ring as i have previously given her permission to discuss this account

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Stevep1959 — Wed, 30 Jan 2019 15:48:12 GMT

Between myself my daughter and the customer service team we have now recieved her new phone (in different colour) thanks for all help in this matter

Re: Upgrade showing to be dispatched in 24 hours still not dispatched 4 days later

Jon_K — Wed, 30 Jan 2019 18:01:15 GMT

Great @Stevep1959.

Thanks for coming back to let us know 🙂

Feel free to come back to the community any time!

Jon