DPD delivered to wrong address

Vedusia — Wed, 13 May 2020 10:59:18 GMT

Yesterday I upgraded my phone contract. My current phone (the one being upgraded) is now on the new 5G contract/plan (4GEE), confirming that the contract/plan is in effect.

Now I just need the phone I paid for and will be paying for as part of the 24-month contract.

Yesterday I specified in the upgrade/delivery form that the delivery address should be [Address #2, my mother's house].

My billing address is still [Address #1, my home].

The confirmation email I received yesterday from EE clearly states that the delivery address for my new phone will be [Address #2, my mother's house].

Today DPD tried to deliver my phone to [Address 1, my home]. Why?! How can EE or DPD get an address wrong?

I can't access [Address #1, my home] because of the COVID-19 lockdown.

In DPD's delivery options (via the link in the text they sent), the "Deliver to an alternative address" option can't be changed and is displayed as "Unavailable for this parcel". Why?

What am I supposed to do? How can I get DPD to deliver to [Address #2, my mother's house]?

When I select 'Give us a call' on EE's site (via the 'How to track your order' link in the email from EE) it says "Closed" and all the call available times are "11.02 am - 11.02 am" for Mon to Fri, and Sat, and Sun.

So how am I supposed to resolve this? When can I call customer service?

Re: DPD delivered to wrong address

Chris_B — Wed, 13 May 2020 12:48:46 GMT

@Vedusia I think you’ll find the device has to be delivered to the billing address. It was for me a couple of weeks ago as I tried to used a different address.

Re: DPD delivered to wrong address

James_B — Wed, 13 May 2020 13:43:55 GMT

Hi @Vedusia,

Welcome to the EE Community.

For security reasons, some orders are restricted to home delivery only. Our Customer Care Team will be happy to check if your delivery address can be changed.

Our standard opening hours are 8am to 9pm weekdays and 8am to 8pm on weekends.

Thanks

James

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DPD delivered to wrong address

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