topic Re: Despatch upgrade in Archived Posts

Despatch upgrade

clo84 — Mon, 04 Nov 2019 21:06:19 GMT

Hi,

I upgraded my phone online last night, provided my card details to pay the upfront amount and received a confirmation email but I've heard nothing since and the money hasn't gone from my account. I was expecting at leadt a despatch email and an expected delivery text today. How long does it take to process an upgrade order? I've been an existing customer for years and nothing has changed?

Thank you!

Re: Despatch upgrade

Northerner — Mon, 04 Nov 2019 21:26:43 GMT

Hi @clo84

If you have an order number you can check EE order tracking.

If not then you will need to call EE CS on 150 to track your order.

Thanks

Re: Despatch upgrade

clo84 — Mon, 04 Nov 2019 21:37:43 GMT

Thank you....

All the tracking tells me is "sorry, we can't shoe you you're order details right now".

I guess I just wondered if this is normal? I shall call CS tomorrow if not.

Thank you!

Re: Despatch upgrade

Northerner — Mon, 04 Nov 2019 21:40:28 GMT

Hi @clo84

Call CS tomorrow on 150 and find our what's going on.

Thanks

Re: Despatch upgrade

James_B — Tue, 05 Nov 2019 08:35:13 GMT

Good morning @clo84,

Welcome to the EE Community. 🙂

It can take a little time for your order to be processed. Have you received your confirmation email yet?

Thanks

James

Re: Despatch upgrade

clo84 — Tue, 05 Nov 2019 12:20:13 GMT

Hi @james_B

Yes, I received a confirmation email on Sunday when I made the order with all the details but I've heard nothing since and no upfront payment has been taken from my card?
Clairelouise

Re: Despatch upgrade

James_B — Tue, 05 Nov 2019 12:28:39 GMT

Hi @clo84,

Which phone did you order?

Was it in stock?

Thanks

James

Re: Despatch upgrade

clo84 — Tue, 05 Nov 2019 12:39:25 GMT

Hi...

It was the Huawei Mate 20 pro and it said it was in stock and normally despatched within 1 day?

Re: Despatch upgrade

James_B — Tue, 05 Nov 2019 12:44:38 GMT

Thanks for confirming that @clo84

Please get in touch with Customer Care so we can take a quick look at your order.

The team will be happy to help. 🙂

James

Re: Despatch upgrade

clo84 — Tue, 05 Nov 2019 21:55:41 GMT

All sorted! Called CS and they have found the order and my phone is arriving tomorrow. Thank you for your help!

Re: Despatch upgrade

Christopher_G — Wed, 06 Nov 2019 09:07:22 GMT

Brilliant news, thanks for letting us know, @clo84

Enjoy your new phone! 😄

Chris