topic Re: Upgrade order - problem/delay? in Archived Posts

Upgrade order - problem/delay?

Bella_farm — Wed, 22 Aug 2018 08:05:41 GMT

Ordered iPhone X as my upgrade Friday. Phone was labelled as in stock.

Received email confirmation of order instantly but no more correspondence since. Is this normal?

Cant work out if I did something wrong, as I don’t remember ever having no communication in 5 days regionally from an EE order.

Thanks.

Re: Upgrade order - problem/delay?

Bella_farm — Wed, 22 Aug 2018 08:09:56 GMT

I think I meant previously, not regionally 🙈😂

Re: Upgrade order - problem/delay?

Christopher_G — Wed, 22 Aug 2018 10:18:51 GMT

Hi @Bella_farm

Welcome to the community and thank you for ordering with EE. 😄

Have you checked your spam/junk mail for another order email?

You should have one with a 000 tracking number to use on our order tracker.

Chris

Re: Upgrade order - problem/delay?

Bella_farm — Wed, 22 Aug 2018 10:43:54 GMT

Yeah... checked daily. No text update either.

I’d ring customer services but currently holidaying in Prague so unsure of charges to 150

Re: Upgrade order - problem/delay?

Christopher_G — Wed, 22 Aug 2018 11:10:52 GMT

Sounds lovely, @Bella_farm. I'm planning on travelling to Prague next year with my wife for my 30th. 🙂

You can call 150 free of charge from the Czech republic.

We do have a live chat service that you can access through your My EE account (on a desktop browser).

A pop up box will appear when a chat adviser is available.

Chris

Re: Upgrade order - problem/delay?

Bella_farm — Wed, 22 Aug 2018 17:47:16 GMT

Prague is beautiful, can highly recommend.

I can’t really access chat whilst away, as no desktop pc or laptop/iPad with me and I’m thinking hubby will sulk if I sit chatting to customer services

It will have to wait until I am home next week. I’m assuming the order isn’t going through for some reason, although I’ve been a customer for many years now with no payment issues. No correspondence is mighty unusual for yourselves otherwise, especially as the phones are in stock.

Will possibly just buy direct from Apple and swap to a sim only contract then.

Re: Upgrade order - problem/delay?

Leanne_T — Wed, 22 Aug 2018 17:57:16 GMT

Hi there @Bella_farm

I am off to Prague in a week I cannot wait 🙂

To help you out, I have sent you a private message on here to get some details.

Leanne.

Re: Upgrade order - problem/delay?

Samcloughlin — Mon, 11 Nov 2019 13:00:54 GMT

Hello,

I believe I am having an identical issue to this and am struggling to sort it out. I ordered an upgrade, it said would usually be dispatched next day and then I had no other correspondence. I have tried the tracker but even though my details are correct it still does not work.

Any suggestions from EE?

Thanks

Re: Upgrade order - problem/delay?

Jon_K — Mon, 11 Nov 2019 13:08:52 GMT

Hi @Samcloughlin.

Welcome to the community.

Have you received a confirmation email?

Could you check your junk/spam folders too?

Jon