topic Re: Where is my order? in Archived Posts

Where is my order?

jowinnall — Tue, 05 May 2020 08:49:44 GMT

I ordered a new PAYG phone on 27 April 2020. The email stated it would dispatched within 1 working day but its now day 8 i've still not heard anything? Can you advise please?

Many thanks

Re: Where is my order?

Leanne_T — Tue, 05 May 2020 11:37:52 GMT

Hi @jowinnall

Welcome to the community.

Could you let me know what phone you have ordered?

Also, has the payment been taken for the phone?

Thanks 🙂

Leanne.

Re: Where is my order?

jowinnall — Tue, 05 May 2020 12:04:14 GMT

Yes its a Huawei Y7 2019 and yes full payment of £109.99 had been taken
(phone plus £20 top up). Do u want my order number?
Thanks
Jo

Re: Where is my order?

Tas26 — Tue, 05 May 2020 12:14:33 GMT

Hi, I also placed an order 8 days ago and have still not receieved anything but the same email as you. Mine is for a monthly contract. Ive been trying to get into contact with someone but its impossible!

Re: Where is my order?

Crossley900 — Tue, 05 May 2020 12:25:19 GMT

I’m in the same boat ordered it on the 21st only got the confirmation email and order number no tracking email and when I put the number in it says you can’t tell me anything about also I just got off the phone to EE and they said because there sales department isn’t working calls this is what I have to do & £60 has been taken out off my account for the phone and I still haven’t heard a thing

Re: Where is my order?

Leanne_T — Tue, 05 May 2020 20:33:35 GMT

Hi @jowinnall

Thanks for coming back to me.

If you give us a call our sales team can get your order looked into for you and give you an update on the delivery.

You will get a text message from DPD the day before the delivery of your phone.

Thanks 🙂

Leanne.

Re: Where is my order?

Leanne_T — Tue, 05 May 2020 12:39:24 GMT

Hi @Tas26 @Crossley900

Thanks for posting.

What phone have you ordered?

Thanks 🙂

Leanne.

Re: Where is my order?

Crossley900 — Tue, 05 May 2020 12:39:29 GMT

I was told on the phone your sales team arnt working the phones due to covid and this is the only was I could contact people for help as there was nothing he could do?

Re: Where is my order?

Tas26 — Tue, 05 May 2020 12:40:08 GMT

I ordered the Iphone XR, 256gb in the red colour.

Re: Where is my order?

Crossley900 — Tue, 05 May 2020 12:40:24 GMT

A white iPhone 11 on a monthly contract

Re: Where is my order?

Leanne_T — Tue, 05 May 2020 13:03:06 GMT

Hi @Crossley900

I am sorry we have no account access on the community.

Did the phone show in stock when you placed the order?

Which size did your order?

We’re doing everything we can to help our customers and look after the wellbeing of our people during the Coronavirus outbreak.

Our contact centres in the UK and Ireland are open to help keep you connected, but we have fewer people available to take your calls.

Thanks.

Leanne.

Re: Where is my order?

Leanne_T — Tue, 05 May 2020 13:02:11 GMT

Hi @Tas26

Thanks for coming back to me.

Was this the Good as new iPhone XR?

Leanne.

Re: Where is my order?

Tas26 — Tue, 05 May 2020 13:38:03 GMT

Yes it was. I finay got through to someone on the phone and was told my order did not fully go through because all iphone xr 256gb are currently out of stock. Quite annoyed that I wasnt updated of this as I was waiting for over a week. I have now been given a different deal which I accepted.

Re: Where is my order?

James_B — Tue, 05 May 2020 13:41:10 GMT

Thanks for letting us know @Tas26

I'm glad you were able to get something else sorted out.

James

Re: Where is my order?

jowinnall — Tue, 05 May 2020 13:55:14 GMT

Can u give me the phone number then please as the 0800 number on the order
email keeps cutting me off!

Thanks

Re: Where is my order?

Tas26 — Tue, 05 May 2020 13:57:08 GMT

Sure, but this is the number I called 08009566000.

Re: Where is my order?

James_B — Tue, 05 May 2020 13:58:41 GMT

Hi @jowinnall,

Are you a new or existing EE customer?

Thanks

James

Re: Where is my order?

jowinnall — Tue, 05 May 2020 14:21:14 GMT

Ive been an ee customer on pay monthly for years but ordered a brand new
PAYG phone for someone else.

Re: Where is my order?

Katie_B — Tue, 05 May 2020 14:26:11 GMT

Good Afternoon @jowinnall.

If you are an existing EE customer you can call 150 from your EE handset.

Alternatively, you can call 0800 079 8586.

Katie 🙂

Re: Where is my order?

jowinnall — Tue, 05 May 2020 16:51:14 GMT

I am existing customer but wanting an additional PAYG phone. Ive tried all
numbers given and they keep directing me to you as they, understandably are
only dealing with vulnerable customers. I am not one but just a very
unhappy one that has had over £100 taken and no goods to show! Please just
tell me when i am likely to receive my order?

Many thanks