topic Re: Upgrade Order in Archived Posts

Upgrade Order

ZiggyM — Thu, 12 Nov 2020 11:46:37 GMT

I placed an order yesterday for a new phone (upgrade). It said when I ordered it that it should be delivered on the release date, tomorrow.

When I try and track my order online using the ref number I received via email, it says the status cannot be given at this time.

I called 150, but they said that no order is on the system and that when you do an upgrade online it is just a form you complete and someone has to physically enter this order manually. They said they could not help me any further and I just had to wait.

Can anyone help, I was hoping to get my device tomorrow - but this looks unlikely now?

Thanks

Re: Upgrade Order

Katie_B — Thu, 12 Nov 2020 14:00:08 GMT

Hello @ZiggyM.

Thanks for coming to the community.

Did you receive a confirmation email?

What phone did you order?

Katie 🙂

Re: Upgrade Order

ZiggyM — Thu, 12 Nov 2020 14:05:18 GMT

Hi, Yes I received an email confirmation.

I ordered an Iphone 12 pro Max 256GB in Gold

Re: Upgrade Order

Katie_B — Thu, 12 Nov 2020 14:08:53 GMT

Hi @ZiggyM.

Did you provide our customer care team with your order number?

Katie 🙂

Re: Upgrade Order

ZiggyM — Thu, 12 Nov 2020 14:11:30 GMT

Yes, they said they could not see the order.

They suggested that online upgrades are actually just completing a form that then has to be manually input by an EE staff member at the back end?

Re: Upgrade Order

Katie_B — Thu, 12 Nov 2020 14:37:06 GMT

Hi @ZiggyM.

I have sent you a private message for more information.

Katie 🙂

Re: Upgrade Order

ZiggyM — Thu, 12 Nov 2020 17:30:58 GMT

Thanks, managed to get it sorted.

It took 5 separate phone calls, but got here in the end.

The first 4 calls I got the run around, the 5th call I finally got put through to someone who could help.

There seemed to be some issue with my upgrade, so I had to go confirm some details.

All sorted now and phone coming tomorrow.

Not a great experience, but sadly pretty typical these days.