topic Re: No information on online order. in Archived Posts

No information on online order.

BB98 — Fri, 24 Sep 2021 12:03:36 GMT

I ordered my upgrade last Friday and soon after received a confirmation email and reference number and was told to await a text to my number regarding delivery. As I share an EE plan with my mum the order was made for my number under her account. Neither of us have received anything and when I have tried to track the order on the website with the reference code it says "Sorry we are unable to provide details on your order right now". We have also tried to call but the line is always busy. Also when I log into the website the phone shown on my number is not the upgrade and still gives me the option to upgrade (as if it hasn't registered the fact that I've already chosen a new phone?) Obviously this is a week on from when the order was placed and the payment taken. On my last upgrade I had my phone within a couple days. I would at least like some details on the status of the delivery. Can I cancel the order in store and do the upgrade in store instead?

Re: No information on online order.

Christopher_G — Fri, 24 Sep 2021 12:50:42 GMT

Hi @BB98

Welcome to the community and thanks for ordering.

Which phone did you order? Please include the colour and memory size where applicable.

Chris

Re: No information on online order.

BB98 — Fri, 24 Sep 2021 14:34:04 GMT

Hi,

I ordered the iPhone 12 64GB in Lilac.

Is it possible to go into the store and cancel the online order and upgrade there as I think that would be better for me.

Thanks

Re: No information on online order.

Christopher_G — Fri, 24 Sep 2021 14:42:22 GMT

Thanks, @BB98

That phone is in stock and expected to be dispatched in one day. I'd recommend calling our Mobile Care team to check the order. If you want to, they'll be able to cancel the order so that you can do it in store too.

Chris

Re: No information on online order.

BB98 — Fri, 24 Sep 2021 16:00:50 GMT

Ok thanks for your help.