topic Upgrade in Archived Posts

Upgrade

Pauljdempsey — Fri, 08 May 2020 05:26:59 GMT

Hi I ordered a new IPhone 7 with my upgrade option. I got an email confirming that the order was completed and I would hear about phone being sent out but nothing . It’s been a while now . Can’t get through on the phone . Any ideas , thanks Paul.

Re: Upgrade

Leanne_T — Fri, 08 May 2020 13:26:22 GMT

Hi there @Pauljdempsey

Thanks for posting on the community.

When did you place the order?

What colour and size iPhone 7 did you order, was this a good as new device?

Thanks.

Leanne.

Re: Upgrade

Pauljdempsey — Fri, 08 May 2020 14:45:29 GMT

Hi , this was a black iPhone 7 . Brand new upgrade , Paul

Sent from my iPhone

Re: Upgrade

Leanne_T — Sat, 09 May 2020 09:17:27 GMT

Morning @Pauljdempsey

Thanks for coming back to me.

Did you order the 32GB or 128GB iPhone 7 in black?

How long ago did you place the order?

Thanks 🙂

Leanne.

Re: Upgrade

Pauljdempsey — Sat, 09 May 2020 15:11:29 GMT

Hi , I ordered 32 gb on the 4 th May , thanks Paul.

Sent from my iPhone

Re: Upgrade

Alex_S — Sat, 09 May 2020 16:07:00 GMT

Hi @Pauljdempsey,

The device you have ordered is in stock and ready for dispatch.

Did you pay an upfront cost for the device? Has this been taken from your bank yet?

Have you checked your junk folder for any followup emails? You will receive an email to confirm your order has been completed.

When you check your My EE account, does it show any changes with your new upgraded phone and plan?

Alex 🙂

Re: Upgrade

Pauljdempsey — Sat, 09 May 2020 16:23:29 GMT

Hi , no upfront cost . Just an upgrade. I had an email confirming the order and nothing since . Thanks Paul.

Sent from my iPhone

Re: Upgrade

Alex_S — Sat, 09 May 2020 16:34:38 GMT

Hi @Pauljdempsey,

If you haven't received by Monday and your My EE account hasn't updated with the new upgrade details, I would recommend giving our customer care team a call.

They will be able to check your account and the status of your upgrade.

Alex 🙂

Re: Upgrade

Pauljdempsey — Sat, 09 May 2020 17:36:29 GMT

Hi , I’ve tried ringing them but can’t get through . Paul.

Sent from my iPhone

Re: Upgrade

Katie_B — Sun, 10 May 2020 09:43:24 GMT

Hi @Pauljdempsey.

Since your latest post, have you been able to speak with our customer care team?

Katie 🙂

Re: Upgrade

Pauljdempsey — Sun, 10 May 2020 11:38:29 GMT

Hi , no I haven’t . Every time I ring I can’t get through , thanks Paul.

Sent from my iPhone

Re: Upgrade

Katie_B — Sun, 10 May 2020 12:28:44 GMT

Thanks for getting back to me @Pauljdempsey.

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.

Please continue to hold and an agent will be with you as soon as possible.

Katie 🙂