topic Re: Upgrade in Archived Posts

Upgrade

Cheriseplant — Sat, 07 Nov 2020 16:22:20 GMT

Hi,

so I ordered an upgrade yesterday afternoon, I’ve had confirmation of my order, but no further details of it being dispatched etc,

when I try track the order it just shows a message and says “sorry we can’t give you any updates right now” or something along those lines,

do I just need to be patient as it’s the weekend?
thankyou

Re: Upgrade

ShaunV91 — Sat, 07 Nov 2020 16:28:21 GMT

Exactly the same for me, but I wouldn’t worry!

I’m told orders should be processed within 24 hours and you should get confirmation of this. I’ve just spoken to someone on Live Chat about this.

They did say because I have an “XKO” number I wouldn’t be able to track it and have to phone the Sales team for updates?

Re: Upgrade

Cheriseplant — Sat, 07 Nov 2020 16:31:27 GMT

Oh Thankyou I have been worrying of no update,

and yes I have a ‘XKO’ number too so that’s probely why I can’t track it at the moment,

so it’s just a case of waiting then.

Thankyou

Re: Upgrade

ShaunV91 — Sat, 07 Nov 2020 16:44:11 GMT

I’m sure there will be people more knowledgable than me on the matter.

But I’m told, as long as you have the initial confirmation email, you shouldn’t have a problem!

If I don’t hear anything by Monday/Tuesday I’ll follow it up.

I was waiting for the “tracking” email but from my conversation with Live Chat there may not be one?

Re: Upgrade

jimmyb1000 — Sat, 07 Nov 2020 17:22:42 GMT

I received an email but wasn’t convinced that it had gone through. I called today and was told it hadn’t! So the guy I spoke to sent me the new contract by text which I digitally signed and he says it has now gone through although I still can’t track.

Re: Upgrade

Alex_S — Sun, 08 Nov 2020 09:06:06 GMT

Hi @Cheriseplant and @jimmyb1000,

Welcome to the community 🙂

I can see @ShaunV91 has given you some great information on your delivery!

If your order has been recently placed, it may take a day or two for the online order tracker to be updated with your information.

If you have your confirmation email with an XKO or XKN, your order has been processed. If you ordered online and there is any further information we need, our Sales Support team will be in touch.

Once your order is ready fro dispatch, you will receive a text from DPD with your delivery details.

Alex 🙂

Re: Upgrade

Falenone88 — Tue, 17 Nov 2020 09:12:38 GMT

Exactly the same . I feel as though I,m being messed around with ee and bt. I switched to bt from now broadband. The biggest mistake ever!! They contradict themselves. Still not received my upgrade they sent email saying I had to email them back with my xko .. what the blazing heck,s going on they could atleast tell me what it is .I've just recently lost my beloved wife I don't need all this. Please can somebody help me get to the bottom of my bt account and ee account Please 😔 🙏??

Regards

[mod edit: please do not post personal information on the public board. Thanks!]

Re: Upgrade

Katie_B — Tue, 17 Nov 2020 08:24:41 GMT

Hello @Falenone88.

I am so sorry to hear of your recent loss.

I would absolutely love to see if I can find more information regarding your upgrade.

When you have a moment please check your community inbox.

Speak soon,

Katie 🙂

Re: Upgrade

Elliot10 — Sun, 10 Jan 2021 21:53:23 GMT

Can I have some help?

Re: Upgrade

Katie_B — Mon, 11 Jan 2021 08:43:21 GMT

Good Morning @Elliot10.

Thanks for coming to the community.

How can we help?

Katie 🙂

Re: Upgrade

Elliot10 — Mon, 11 Jan 2021 09:59:22 GMT

I ordered an iPhone 12 Pro on Wednesday last week and I’m wondering when you will get them in and delivered to me. So if I’m going to have to wait weeks or months for the phone?

@Katie_B

Re: Upgrade

Katie_B — Mon, 11 Jan 2021 10:02:00 GMT

Hi @Elliot10.

What colour and memory size did you order?

I would love to check our current delivery timescales for you.

Katie.

Re: Upgrade

Elliot10 — Mon, 11 Jan 2021 10:03:21 GMT

It was the new blue one and it was 128gb I believe

Re: Upgrade

Katie_B — Mon, 11 Jan 2021 10:06:22 GMT

Thanks for confirming @Elliot10.

I have checked this and can see this device is available to order and we will deliver as soon as we receive stock from our supplier.

As soon as there is more information regarding your order you will be notified.

Katie 🙂

Re: Upgrade

Elliot10 — Mon, 11 Jan 2021 10:07:18 GMT

So do you not know when you will get the stock?

Re: Upgrade

Katie_B — Mon, 11 Jan 2021 10:18:41 GMT

Hi @Elliot10.

I currently have no further information.

As soon as your order progresses you will be notified.

Katie 🙂