topic Re: No update on order or delivery in Archived Posts

No update on order or delivery

Sgtyork — Fri, 24 Apr 2020 07:25:37 GMT

My partner ordered 2 phones off the website. Got a confirmation email that afternoon, but no payment taken and nothing showing on track your delivery. Has my order went through or do I need to do it again. It is an xko number. I can understand if any delays but when going through checkout and email saying dispatched within 1 working day and haven't received any other information.

Re: No update on order or delivery

Emily91 — Fri, 24 Apr 2020 07:34:23 GMT

The exact same thing has happened to me, i ordered the new iphone SE and the confirmation email said to expect delivery friday 24th (today) but still no payment has been taken! My order number starts with the same letters too, doesnt trace it on the delivery tracker either

Re: No update on order or delivery

erterger — Fri, 24 Apr 2020 07:59:39 GMT

Same here. Ordered yesterday and was asked to call to discuss order. I called and the staff member said all good and the phone should be arriving today.

Still haven't received any text messages or emails from either EE or DPD...

Re: No update on order or delivery

Emily91 — Fri, 24 Apr 2020 07:59:41 GMT

Have just called ee and the order didnt process so had to reorder over phone, might be worth doing that, so youre not waiting ages for a new one! I got through straight away at this hour, ‭0800 956 6000‬.

hope this helps

Re: No update on order or delivery

Katie_B — Fri, 24 Apr 2020 12:34:38 GMT

Thanks for coming back and letting us know @Emily91.

Please be sure to let us know what you think of your new phone.

Katie 🙂

Re: No update on order or delivery

trex1 — Fri, 01 May 2020 14:59:10 GMT

I ordered my upgrade on 18th April and apart from the confirmation email, have had no other information (also no payment taken). Is the only solution really to call? Especially when EE advises you not to call?

Re: No update on order or delivery

Jon_K — Fri, 01 May 2020 15:16:49 GMT

Hi @trex1.

Welcome to the community.

If you've got your order number, we would recommend trying to track your order first before calling 🙂

Jon

Re: No update on order or delivery

trex1 — Fri, 01 May 2020 17:18:14 GMT

I have been trying to check my order for several days but I simply get the message "sorry, we can't track your order now". There does not seem to be any way to find out what 's going on.

Re: No update on order or delivery

trex1 — Sat, 02 May 2020 13:32:04 GMT

Well I wouldn't exactly call this "resolved" - but as there was no way to find out what had happened to the order (as the order number didn't work and there was no information on my account), I did manage to speak to someone on the phone. The order had not been processed, so I had to order it over the phone as the person above did. However the phone and deal that I'd previously ordered was sold out, and I am now paying £10 more per month for the new deal. Not too impressed.

Re: No update on order or delivery

JoG13 — Thu, 07 May 2020 20:58:21 GMT

I ordered my iphone on Friday 1st May and received the order confirmation email but nothing else. Heard nothing from the superfast delivery partner 'Enjoy', no confirmation or slot time.

Re: No update on order or delivery

Christopher_G — Fri, 08 May 2020 07:45:29 GMT

Hi @JoG13

Welcome to the community and thanks for ordering.

Is it an upgrade or a new connection? Which iPhone did you order?

Chris

Re: No update on order or delivery

Jleigh20 — Mon, 22 Jun 2020 19:16:53 GMT

Hi, I ordered a in stock samsung watch as a add on to my contract at the same time as upgrading last Friday, I have recieved a thanks for your order email but nothing else and tracking isn't showing anything yet. Reading some of the replies above it looks like some orders haven't gone through. I dont want to waste time by calling if it's just slow dispatching.

Re: No update on order or delivery

Christopher_G — Tue, 23 Jun 2020 06:18:32 GMT

Hi @Jleigh20

Welcome to the community.

If you're worried about your order, I'd recommend speaking to our Mobile Care team.

Chris