topic Re: Order missing from my account in TV

Order missing from my account

Frenchymo34 — Wed, 23 Apr 2025 22:42:43 GMT

I ordered a TV on the EE site last Friday (18 April). I got the confirmation email and a text saying the cost’s been added to my monthly bill. Since then, two big problems:

The order has vanished from my online account and the EE app still refuses to let me log in.
EE phone support gave me a Parcelforce tracking number and said it on its way to me and “ASKED” me to call parcelforce as the tracking number is not showing me anything. Parcelforce say the parcel was never handed over to them.

I’ve spent ages ringing both EE and Parcelforce and I’m tired of this situation. If I can’t see the order, can’t track the delivery and can’t even get into the app, what am I supposed to do?

can I actually have this situation cleared up and resolve. Because at this point I’m actually considering leaving EE as I’m not getting any good reputation being with them now for about 6 months.

Re: Order missing from my account

Rach_H — Thu, 24 Apr 2025 10:47:50 GMT

Hi @Frenchymo34,

Welcome to the Community!

I'm so sorry to hear about what has happened with your order, and I'd love to help you with this. Could you let me know what the order number in your confirmation email starts with? I will only need the first 3 characters, so please don't share the full order number.

Rach

Re: Order missing from my account

Frenchymo34 — Thu, 24 Apr 2025 13:44:26 GMT

hello,

Thank you for your reply.

EE-6

when talked to a customer service agent he mentioned it’s weird for my order to start with EE if I bought it online.

thanks

Re: Order missing from my account

Rach_H — Thu, 24 Apr 2025 14:49:52 GMT

Thanks for letting me know @Frenchymo34

These should still be handled by our team at 150, so I'm sorry for the confusion when you've called. I'd recommend getting back in touch, and the team will be happy to help.

Rach

Re: Order missing from my account

Frenchymo34 — Thu, 24 Apr 2025 15:22:36 GMT

Which number is to leave EE?

Re: Order missing from my account

Rach_H — Thu, 24 Apr 2025 15:25:22 GMT

If you speak with our Customer Service team then you can cancel @Frenchymo34 but if you are still in contract there may be a charge for doing so.

Rach