topic Re: Where is my phone? in Archived Posts

Where is my phone?

Gracecornes — Sat, 23 Jun 2018 09:37:32 GMT

I ordered a samsung galaxy S9 ‘good as new’ on tuesday as my upgrade. Got a conformation email straight after saying that i would get a text the day before delivery but i haven't heard anything else since. On your website it said my order would arive within 1 working day so ovbiously not hearing anything for 4 days its quite concering. Is there anyway i will find out when my phone will arrive??

Re: Where is my phone?

Chris_B — Sat, 23 Jun 2018 10:03:18 GMT

@Gracecornes You better give customer services a call about this as this is just a public forum that doesn’t have any account access.

Re: Where is my phone?

Leanne_T — Sat, 23 Jun 2018 10:19:45 GMT

Hello there @Gracecornes

Welcome to the community.

This is great advice from @Chris_B, if you give us a call the team will be able to look into this for you.

Let us know how you get on 🙂

Re: Where is my phone?

Gracecornes — Sat, 23 Jun 2018 22:42:08 GMT

Thank you for the reply!

I’ve tried ringing 150 but it seems impossible to speak to an actual human. Is there other number? Or way on that number to reach to someone who can help.

Re: Where is my phone?

James_B — Sun, 24 Jun 2018 07:28:27 GMT

Hi @Gracecornes,

Please select the option for 'calling about your mobile phone' followed by 'upgrades'.

Alternatively, you can chat online with customer services via our get in touch page.

Thanks

James

Re: Where is my phone?

Hendrix — Mon, 25 Jun 2018 06:38:07 GMT

Im having the same problem and have spent hours literally on the phone and in chat rooms and still no phone! hope you get sorted my two new phones were promised next day last Wed Im still without a phone

Re: Where is my phone?

Leanne_T — Mon, 25 Jun 2018 06:45:16 GMT

Morning @Hendrix

The team will be getting in touch with you to get this looked into.

Thanks, Leanne.

Re: Where is my phone?

happytwo — Thu, 08 Aug 2019 07:05:45 GMT

Lucky you. I ordered phone on 5 June 2019. Here we are 8 August 2019, still not arrived

Re: Where is my phone?

Katie_B — Thu, 08 Aug 2019 08:59:14 GMT

Good Morning @happytwo.

Welcome to the community.

What colour did you order?

Have you been in touch with our mobile care team?

Speak soon,

Katie 🙂

Re: Where is my phone?

happytwo — Thu, 08 Aug 2019 09:57:53 GMT

Hi Katie

There was only one choice of colour. So colour is not the reason for the
delay. In any event colour would never matter, just wanted the phone
..... and have been waiting for two months, since my online order of 5 June

Re: Where is my phone?

Leanne_T — Thu, 08 Aug 2019 11:58:17 GMT

Hi there @happytwo

Thanks for coming back to us.

I have replied to your other post 🙂

Leanne.

Re: Where is my phone?

sarahowls1986 — Fri, 20 Sep 2019 09:21:59 GMT

I ordered a new I phone XR Wednesday got an email confirmation it would be delivered the following day but not heard anything. Was also given an order number and told i could track this online but its saying my order cannot be tracked. It says only pay monthly phones can be tracked yet mine is pay monthly? I've tried chatting to online chat they say they cant help and i need to ring 150 but i cant get through and i work so cannot sit on phone all day waiting.

Re: Where is my phone?

Leanne_T — Fri, 20 Sep 2019 12:17:02 GMT

Hello @sarahowls1986

Thanks for coming here 🙂

Our Mobile Care team will need to get this looked into for you, if you can get in touch with them when you are free, they will be able to help.

Our Mobile Care team are open 8am - 9pm (Mon to Fri) and 8am - 8pm (Sat & Sun)

Let me know how you get on 🙂

Leanne.

Re: Where is my phone?

sarahowls1986 — Fri, 20 Sep 2019 12:26:31 GMT

Id love to speak to someone but cannot get through. I am guessing this is due to the I phone 11 launch.

Re: Where is my phone?

Leanne_T — Fri, 20 Sep 2019 12:28:33 GMT

Hi @sarahowls1986

Thanks for coming back to me.

If you can keep trying, we will answer the call when an agent is available.

Thanks.

Leanne 🙂