topic Order tracking in General Chit Chat

Order tracking

JohnH31 — Tue, 18 Mar 2025 12:14:06 GMT

I am trying to track an order but every time I click on "Track Order" I get the message:

Some internal error occurred

E00001: Service Error. User Reference is REF20250318-1739248292976

Has anyone else experienced this? Is there a solution?

Thanks

Re: Order tracking

Leanne_T — Tue, 18 Mar 2025 14:32:23 GMT

Hi there @JohnH31

Thanks for coming to the community.

Which device did you order? Was this an upgrade or a new EE order?

Speak soon 🙂

Leanne.

Re: Order tracking

JohnH31 — Tue, 18 Mar 2025 17:27:02 GMT

Hi Leanne

It is a new order for broadband and landline telephone.

John

Re: Order tracking

Leanne_T — Tue, 18 Mar 2025 17:47:03 GMT

Thanks @JohnH31

Could you try the 'Track Broadband' option in the Orders And Returns Help page and enter the same email address you used to place the order, do you get the same error?

Leanne.

Re: Order tracking

JohnH31 — Tue, 18 Mar 2025 20:02:02 GMT

Hi Leanne,

Thank you for this advice, I've tried what you suggest and, using the
"Don't have an account" route, I've got into tracking. Excellent.

When I tried the "Log into your account" route, I got the error message.

Thank you so much for your help.

John

Re: Order tracking

Leanne_T — Wed, 19 Mar 2025 08:28:08 GMT

Thanks for coming back to me @JohnH31

If the account has not been fully set up to manage your broadband account, to get set up please follow the Register for an EE ID page 🙂

If you would like to check the order progress, please call us on 0800 956 6000 and the team will be happy to help 🙂

Leanne.

Re: Order tracking

JohnH31 — Wed, 19 Mar 2025 09:01:55 GMT

Thank you!

John

Re: Order tracking

Leanne_T — Wed, 19 Mar 2025 09:03:35 GMT

You're very welcome @JohnH31

Please come back if you need help with anything else 🙂

Leanne.