topic Re: Order update in Archived Posts

Order update

PaulxB — Tue, 21 Apr 2020 15:29:40 GMT

I ordered a PAYG Samsung A20e phone on Thursday 16th April.

I received an email order confirmation and reference number straight away but I have received nothing since.

I rang customer services today but they were not able to help at all because they said that PAYG phones are not able to be tracked on the EE website.

They also said they didn't have access to any system to check the progress of my order using my order reference number.

Any help would be appreciated

Re: Order update

Katie_B — Wed, 22 Apr 2020 07:55:27 GMT

Good Morning @PaulxB.

Thanks for coming to the community.

Since your post yesterday have you received any further information?

As soon as your phone is ready for delivery you will be notified by DPD.

Katie 🙂

Re: Order update

PaulxB — Wed, 22 Apr 2020 13:06:24 GMT

Hi Katie.

Thank you for your reply.

I have checked my bank account and it appears that no money has left my account.

I have still received not received any info regarding any phone delivery.

Surely there is a way for someone to check the status of my order using the order confirmation reference number I got via email after I placed the order?

The person I spoke to in customer service said they were not able to do that.

If I'm not going to receive my order then I would like to know either way so I can make a purchase elsewhere.

Re: Order update

Katie_B — Wed, 22 Apr 2020 13:12:09 GMT

Hi @PaulxB.

At this time, we can only provide tracking for orders that include a pay monthly device. Items ordered with our superfast delivery service and some orders with multiple items also can't be tracked.

If you've ordered a pay as you go phone or device, or an EE SIM, your order should arrive within 48 hours. Keep an eye out for a text or email updates from us.

Katie