topic Re: placed order but heard nothing in Archived Posts

placed order but heard nothing

mrtjcooper — Wed, 07 Nov 2018 20:34:00 GMT

hey i placed an order yesterday, received an email saying Successful EE order ref: xkn...... but nothing else, does this mean i will receive my contract or not?

Re: placed order but heard nothing

Chris_B — Wed, 07 Nov 2018 20:52:26 GMT

@mrtjcooper Yes it does. You have a XKN number that’s the order number.

Re: placed order but heard nothing

mrtjcooper — Wed, 07 Nov 2018 20:55:58 GMT

ok still confused though as says in email order processing and when check tracking says Sorry, we can't show your order details right now. on other posts it says im suppose to have another tracking number/email but i dont

Re: placed order but heard nothing

Chris_B — Wed, 07 Nov 2018 21:09:34 GMT

@mrtjcooper If EE are still processing the order there is nothing to track yet as the order is still be processed. You have a XKN number and that is your order number.

Someone within EE has to check your order to make sure every is correct. If your unsure it would be best to call EE customer about this.

Re: placed order but heard nothing

James_B — Thu, 08 Nov 2018 08:32:26 GMT

Hi @mrtjcooper,

Welcome to the EE Community.

Was the phone you ordered in stock?

Thanks

James

Re: placed order but heard nothing

mrtjcooper — Thu, 08 Nov 2018 09:34:47 GMT

im not sure, its the nokia 3.1 i ordered. im just confused as ive not been told either way on wether im getting the contract or not, just confusing email saying successful ee order and a xkn code

Re: placed order but heard nothing

James_B — Thu, 08 Nov 2018 09:44:48 GMT

Hi @mrtjcooper,

The Nokia 3.1 is currently in stock.

Please get in touch with customer services so we can take a quick look at your order.

Thanks

James

Re: placed order but heard nothing

mrtjcooper — Thu, 08 Nov 2018 09:52:36 GMT

got no way of calling right now as my old mobile is bust, i think if im getting the contract i would have heard something by now thanks anyway

Re: placed order but heard nothing

James_B — Thu, 08 Nov 2018 10:25:39 GMT

Hi @mrtjcooper,

Have you tried chatting with customer services online on the get in touch page?

Thanks

James

Re: placed order but heard nothing

mrtjcooper — Thu, 08 Nov 2018 10:29:57 GMT

yes i did yesterday, very frustrating as went through all the security and chatted about my issue only to be told after 20mins or so that im through to the wrong person and he cant help me, told to phone them which i cant, im very upset with the customer service of EE right now, to be honest i dont care if i get the contract or not now, if i dont hear anything about delivery today i will just find another company

Re: placed order but heard nothing

James_B — Thu, 08 Nov 2018 10:38:33 GMT

Hi @mrtjcooper,

I'm sorry our chat team were unable to help.

You should receive an update about your order soon.

Thanks

James

Re: placed order but heard nothing

Vick1980 — Thu, 08 Nov 2018 10:51:00 GMT

Hi I am going through the same, I ordered the phone Nokia 7.1 Tuesday was sent an email shortly after stating order successful giving me a reference number starting with the xkn and to await my delivery update.

Still waiting... can not ring as Im in work all day just dont have time to spend 30 minutes or more on the phone waiting for them to even answer my call.

I chose to go with EE because they do have a high rating but im starting to thing otherwise due to the lack of communication

Thank you

Re: placed order but heard nothing

James_B — Thu, 08 Nov 2018 11:03:00 GMT

Hi @Vick1980,

Welcome to the EE Community.

I'm sorry to hear you haven't had an update about your order yet.

Have you tried entering your order number and email into the order tracker?

Thanks

James

Re: placed order but heard nothing

Vick1980 — Thu, 08 Nov 2018 11:07:00 GMT

Hello

Yes I have done exactly that only 5 minutes ago, In red writing it stated that I shouldn't worry and that they will be in touch via text or email about the delivery.

Vicky

Re: placed order but heard nothing

mrtjcooper — Thu, 08 Nov 2018 11:21:02 GMT

yes ive done tracking multiple times as well, also get same red message, i was told i would hear something within 24hours, its been over that time now

Re: placed order but heard nothing

Vick1980 — Thu, 08 Nov 2018 11:29:18 GMT

Im glad its not just me. How long is the standard waiting time too hear a reply about delivery?

Vicky

Re: placed order but heard nothing

James_B — Thu, 08 Nov 2018 15:27:25 GMT

Hi @Vick1980,

I would have expected tracking information to be available for your order by now.

Please get in touch with customer services when you can so we can take a quick look at your account.

Thanks

James

Re: placed order but heard nothing

Meggy07 — Mon, 11 Feb 2019 10:11:09 GMT

I ordered my new phone last week. I received the email confirmation with my order number. I received another email asking me to ring EE to check the details. I rang sorted everything and was told my phone would come today but I have heard nothing from the courier yet and cannot afford to wait in all day in case they come.

Re: placed order but heard nothing

Katie_B — Mon, 11 Feb 2019 12:24:18 GMT

Good Afternoon @Meggy07.

Welcome to the community 🙂

What device did you order?

When your handset is out for delivery you will receive a text message from DPD with your 1 hour time frame.

If you have not received this our mobile care team can chase this further for you.

Fingers crossed it's with you soon!

Katie

Re: placed order but heard nothing

Profile closed — Mon, 11 Feb 2019 12:44:49 GMT

Be patient and wait for the next update!