topic Re: Delivery of New Apple Watch: Different Number in Apple Devices

Delivery of New Apple Watch: Different Number

BlahBlahBlah166 — Mon, 15 Jan 2024 12:26:11 GMT

I currently have an Apple Watch Series 7 but have upgraded to the Series 9 as my 'Paired Watch Plan' was due for an upgrade.

Had DPD through today saying they needed me to give them a code. I never had one come through! I know that there are different numbers for my iPhone plan and my Paired Watch Plan for billing reasons. But do I need to do something to allow texts to come through?

The DPD driver informed me that they sent the text with the delivery code to the number that's paired with my watch plan. Is there any way I can receive this text?

Re: Delivery of New Apple Watch: Different Number

Chris_B — Mon, 15 Jan 2024 13:17:42 GMT

@BlahBlahBlah166 Download the DPD app and create an account with the same email address you use for EE. This will show you how long until your delivery and more importantly the code you give the driver upon delivery.

Re: Delivery of New Apple Watch: Different Number

BlahBlahBlah166 — Mon, 15 Jan 2024 16:03:05 GMT

This hasn't worked, unfortunately. Created a DPD account with the same email address on the app and it does not have any record of the delivery that was attempted today. I will await to see if I get any updates via the app, but I suspect I will have to resolve this via phone with EE tomorrow.

Re: Delivery of New Apple Watch: Different Number

Leanne_T — Mon, 15 Jan 2024 16:55:30 GMT

Hi @BlahBlahBlah166

Thanks for coming here.

Could you try using the mobile number registered for the updates to see if this shows the details for the delivery?

Leanne.

Re: Delivery of New Apple Watch: Different Number

IAAI — Wed, 17 Jan 2024 01:12:37 GMT

I have had the same issue. I ordered last Thursday for delivery Friday and had no code. DPD driver confirmed the number it was sent to was my Apple Watch and as I didn’t have the code I couldn’t receive the watch. I called Ee who said they could do nothing until they had received the watch back even though they could see what the issue was. Promised a call back in 72 hours and still waiting. Meanwhile my account has changed to show new phone contract.
Initially I tried to order the watch online but the security text was sent to the watch number so I didn’t receive it. I called 150 to order and explained what had happened and they said they had heard of this happening before - they then sent the text to my phone and I was able to order my new watch. It’s hard to believe they didn’t change the DPD text message number to my phone number at this time!
maybe I will receive a call to arrange my new watch in the nearest future!

Re: Delivery of New Apple Watch: Different Number

Christopher_G — Wed, 17 Jan 2024 08:04:39 GMT

Hi @IAAI

Welcome to the community.

I'm really sorry to hear of your delivery experience. Hopefully this will be sorted soon. Please keep us posted on what happens with that call back. When did they give you the 72 hour window for the call?

Chris

Re: Delivery of New Apple Watch: Different Number

SHobbs1 — Thu, 29 Feb 2024 22:37:17 GMT

I had exactly the same problem when I upgraded my 5 series to the 9 series. Tried ordering online but couldn’t verify myself because the text went to the watch number! Ended up calling EE to order that way. If they know it’s an issue, why not fix it?? My delivery code came through without any issue but it was direct from DPD via text to my mobile number, not my watch. My only other problem was that I had to manually set up the new watch plan to the watch, as it didn’t do it automatically & I spent a few days wondering why I couldn’t receive calls on my watch!

Re: Delivery of New Apple Watch: Different Number

Leanne_T — Fri, 01 Mar 2024 07:47:40 GMT

Thanks for coming to the community and leaving feedback for ordering and and setting up the watch @SHobbs1

Leanne.

Re: Delivery of New Apple Watch: Different Number

D-T1 — Sat, 15 Jun 2024 10:49:49 GMT

The same problem happened to me today. The text with the code had been sent to the watch number and not my phone. DPD driver left with the parcel. I phoned EE and the agent seemed surprised but changed the contact number to my phone number but now have to wait until Monday for re-delivery. Whilst the EE agent was apologetic, the same was not true of the DPD helpline who were dismissive and borderline rude.
it looks like EE have been aware of this issue for at least 6 months but have yet to resolve. Disappointing.

Re: Delivery of New Apple Watch: Different Number

Chris_B — Sat, 15 Jun 2024 11:01:35 GMT

@D-T1 You don’t know if you download the DPD app and create an account this four digit code is also on there for you to use. You can also track the delivery. Just use the same email address you use for EE.

Re: Delivery of New Apple Watch: Different Number

D-T1 — Sat, 15 Jun 2024 11:35:11 GMT

Thanks Chris but this information wasn’t on the confirmation email and so I had no way of knowing that. And DPD confirmed that no email address had been shared so I’m not sure this would have worked. I had nothing that told me DPD were the courier or what their reference was…

Re: Delivery of New Apple Watch: Different Number

Chris_B — Sun, 16 Jun 2024 08:23:40 GMT

@D-T1 That should be “do” not “don’t “. If you create an account with DPD the pin in on there when there is a delivery for you. I wasn’t given a pin from EE also but luckily I had the app for this information.

Re: Delivery of New Apple Watch: Different Number

D-T1 — Sun, 16 Jun 2024 09:07:08 GMT

Thanks @Chris_B . That will certainly be helpful when they re-deliver.

Re: Delivery of New Apple Watch: Different Number

stevebu — Wed, 28 Aug 2024 09:22:35 GMT

Did DPD redeliver any of your parcels? Mine seems to be stuck in limbo since last thursday when they took the parcel away due to the pin being sent to my watch instead of phone. They havent tried to redeliver yet and seems to be a game of tennis on the phone. "You need to contact Ee" "You need to contact DPD" "You need to contact EE" "You need to contact DPD". I just want my earphones!!!

Re: Delivery of New Apple Watch: Different Number

D-T1 — Wed, 28 Aug 2024 11:03:34 GMT

Yes. They did. I phoned EE and they changed the device the pin would go to. That reset a new delivery date which was then used.

Re: Delivery of New Apple Watch: Different Number

Christopher_G — Wed, 28 Aug 2024 11:53:25 GMT

Hi @stevebu

Welcome to the community.

When you check the order through DPD, what is the latest update from them? If you haven't already, it may be worth having a chat with our Mobile Care team so they can make sure the contact information is showing correctly on our systems.

Chris

Re: Delivery of New Apple Watch: Different Number

stevebu — Fri, 30 Aug 2024 09:20:54 GMT

Hi Chris

Been back and forth with Ee and DPD (cant actually get through to DPD to speak to anyone now, just their automated robot response).

The correct phone number has been updated (by EE) on DPD, but they still aren't sending the package, and the package isn't showing up in my DPD app (EE packages usually do, this one isnt).

It seems to be stuck in limbo, ive tried requesting new delivery dates, and each time the tracker says "your dpd parcel will now be sent to you on this date as requested" but it never shows up and despite the correct number now being on the order I'm still not receiving any pin from DPD.

Its been 9 days since I ordered.

I just want to say to DPD "there was a mixup with the phone number for the pin to be sent to, but its been rectified, as such can you please despatch my parcel??" but its impossible to speak to anyone. And I cant use the live chat or call option from the app because the parcel isnt showing in my app.

At this rate I'm not confident its ever going to arrive, and the annoying thing is I know the parcel exists because Ive physically seen it when the delivery guy arrived the day after the order.

Re: Delivery of New Apple Watch: Different Number

Peter_W — Fri, 30 Aug 2024 12:03:46 GMT

Thanks for the update, @stevebu

If you're not able to see this in the DPD app, have you tried going over to their website and popping in your tracking number which will usually start with 155?

If you don't know this, it's something our customer care team will be able to check for you, and they can also check the portal for you too.

Peter

Re: Delivery of New Apple Watch: Different Number

stevebu — Fri, 30 Aug 2024 13:20:51 GMT

Hi Peter

I have, been tracking it online via the tracking number for over a week. It says it will arrive on a certain day then doesn't arrive. So a few times ive requested a new delivery date and it updates and says it will arrive on that new date, then it still doesn't arrive.

Phoned EE today, they've requested it be delivered Monday, but not holding out much hope. It if doesnt arrive Monday I'll phone EE and cancel it and buy the earphones elsewhere.

Re: Delivery of New Apple Watch: Different Number

Peter_W — Fri, 30 Aug 2024 13:44:39 GMT

Thanks for the update @stevebu

When you spoke with our team to change this date, did they complete the steps to make sure the correct contact number was included for your PIN?
This is definitely something we have a process for, and we'd hate to see you need to cancel this.

Peter