topic Re: Early upgrade order in Orders

Early upgrade order

CH2831 — Tue, 12 Jul 2022 18:20:46 GMT

I placed an order 2 days ago and I got email confirmation for my order. However no email or text from DPD and nothing showing on my app.
how do I know my order definitely went through when it also won’t let me track my order either. The payment is still showing as pending from my bank.

Re: Early upgrade order

Chris_B — Tue, 12 Jul 2022 18:32:18 GMT

@CH2831 Once a device has been allocated to you you’ll receive a tracking number. If the bank account still says pending then EE haven’t taken the payment yet so you have as of yet not paid any upfront cost so you’ll not get a device dispatch to you.
it might be worth calling customer services to inquire about this.

Re: Early upgrade order

SB77 — Wed, 13 Jul 2022 07:14:18 GMT

I placed my order on Friday the 8th - the same, received an order number and nothing since and no tracking. My upfront cost is also pending. I'm waiting for it to reverse out and upping and moving in August when my contract expires.

This isn't the first time (have been a customer since 2008) that online upgrades fail and EE hide behind the curtains from the customer and ignore we ever placed the order in the first place. I've always been able to resolve by using online chat and starting the upgrade over again, but now it appears I'm being forced to call sales and when I tried yesterday I hadn't been spoken to in over half an hour. I just don't have the time to sit on the phone on the off chance I can get through.

I've decided I'm not going to beg EE to take my money for 4 lines as I've had enough. This is an age old problem and time they sorted it out.

Re: Early upgrade order

Chris_B — Wed, 13 Jul 2022 07:30:09 GMT

@SB77 If you upfront cost is pending then the order is waiting to be processed. EE have receive the order otherwise you won’t have a pending status on your bank account. You’ll only get a tracking number once a device has been allocated to you this cannot happen as your order is still being processed and the pending back account status is proof of that.

Re: Early upgrade order

Christopher_G — Wed, 13 Jul 2022 07:33:00 GMT

Hi @CH2831 and @SB77

Which devices did you order? Please include the colour and memory size. I'll check our stock levels to see if that's why it's taking a little longer than normal.

Chris

Re: Early upgrade order

SB77 — Wed, 13 Jul 2022 07:36:55 GMT

Thanks, but I've had this before and the pending will just reverse and there is no sign of the EE order when I've been able to resolve through online chat. Now I'm forced to call sales during hours when I work and the wait time is excessive.

I'll wait for the money to release and call it quits. Dealing with EE for upgrades is the most stressful customer service experience I've ever had - every single time!

Re: Early upgrade order

SB77 — Wed, 13 Jul 2022 07:39:56 GMT

Mine is a iPhone 13 pro, 128gb, Gold.

Please don't tell me to call them - I've tried and I can't hang on the line that long as limited to calling during my break. I had hoped to sort by online chat (some others appear to have recently on the forum), but I've been clearly directed to call a number during the times I work - or go into a store (who I know can't see the order details either from their system so would be a wasted journey).

Whatever happened to being able to speak to main customer services by online chat? At least I could keep the window open whilst I was working?!

Re: Early upgrade order

Christopher_G — Wed, 13 Jul 2022 07:48:02 GMT

That device is definitely in stock and expected to be dispatched within 1 working day, @SB77.

The live chat is working and available at the moment on our get in touch help page. If you're using an iPhone, go to Settings > Safari and make sure you turn off 'Hide IP Address' and 'Prevent cross site tracking'. This should allow the 'start conversation' button to pop up for you.

Chris

Re: Early upgrade order

SB77 — Wed, 13 Jul 2022 07:49:36 GMT

I’ve been onto online chat - they have told me they can’t do anything and I need to call sales.

Sent from my iPhone

Re: Early upgrade order

CH2831 — Wed, 13 Jul 2022 07:57:41 GMT

It is the Samsung S20 FE in blue 128gb

Re: Early upgrade order

Christopher_G — Wed, 13 Jul 2022 08:00:34 GMT

OK, thanks for trying, @SB77

The Sales team are open 7 days a week, till 9pm on weeknights and 8pm on weekends. Hopefully once you're able to get in touch, they can find out what's happening with your order.

Chris

Re: Early upgrade order

Christopher_G — Wed, 13 Jul 2022 08:02:52 GMT

That model is in stock too, @CH2831.

I would recommend calling our customer service team so that they can check your order manually.

Chris

Re: Early upgrade order

SB77 — Wed, 13 Jul 2022 08:06:46 GMT

I’ll try when I’m home - however to note online chat told me I needed to call sales between 8-6p.m.

Re: Early upgrade order

SB77 — Wed, 13 Jul 2022 08:08:14 GMT

Btw - I’m convinced my issues every single upgrade time is related to being an old orange customer as everything disappears into the ether every time.

Re: Early upgrade order

CH2831 — Wed, 13 Jul 2022 08:57:36 GMT

I'm an old orange customer too. I have just rung 150 and have to say they were very good although they are having a lot of technical issues today. They still have my maiden name on the account despite being married 13 years ago and it has all been changed my end. I have written numerous letters with change of name but this account always causes issues. Anyway, upgrade done honoring the no fee deal and he even found me a better deal on the monthly plan.

Re: Early upgrade order

Jon_K — Wed, 13 Jul 2022 11:25:09 GMT

Hi @CH2831.

Thanks for letting us know you managed to get sorted with an upgrade 🙂

It's great that you're on a better deal too!

Jon

Re: Early upgrade order

PamelaMM_ — Fri, 21 Oct 2022 17:08:52 GMT

Call ee.theirnsite has a problem.