topic Re: "Sorry, we can't show your order details right now" When Tracking Order in Orders

"Sorry, we can't show your order details right now" When Tracking Order

Robsy128 — Tue, 23 Aug 2022 12:02:49 GMT

I ordered a graphite iPhone 13 Pro, 128GB on Monday morning at 12:20am.

I've not received any further email communication regarding the order, and when I go to track it online I see:

"Sorry, we can't show your order details right now.

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD."

Considering I dropped my old iPhone XS Max and needed to order a replacement for my work ASAP, I was hoping this would be dispatched within 24 hours; I've had no communication so far.

When ringing EE I'm sent through a number of automated options, only to be told I can go online to track the order, which simply doesn't work.

Can someone from EE please give me an urgent update?

The automated system clearly doesn't work.

Re: "Sorry, we can't show your order details right now" When Tracking Order

Chris_B — Tue, 23 Aug 2022 12:12:43 GMT

@Robsy128 Have you received a tracking number ? This isn’t the XKO/XKN number you received as thats and order number.

Re: "Sorry, we can't show your order details right now" When Tracking Order

Christopher_G — Tue, 23 Aug 2022 12:31:01 GMT

Which colour did you choose, @Robsy128?

I'll check our stock levels.

Chris

Re: "Sorry, we can't show your order details right now" When Tracking Order

Robsy128 — Tue, 23 Aug 2022 13:13:00 GMT

No, not yet - I've only received the XKO number.

Re: "Sorry, we can't show your order details right now" When Tracking Order

Robsy128 — Tue, 23 Aug 2022 13:13:26 GMT

I ordered a graphite iPhone 13 Pro, 128GB on Monday morning at 12:20am 🙂

Re: "Sorry, we can't show your order details right now" When Tracking Order

Christopher_G — Tue, 23 Aug 2022 13:21:31 GMT

OK, thanks @Robsy128

That device is in stock and expected to be dispatched within 1 day. It may be worth calling our Mobile Care team to check on your order.

Chris

Re: "Sorry, we can't show your order details right now" When Tracking Order

Robsy128 — Tue, 23 Aug 2022 13:36:22 GMT

Thanks, Christopher; after ringing them and selecting the option for the upgrade instead of the delivery information, I was put through to a customer rep immediately who told me your systems are down at the moment, which will explain the delay in receiving no email or text message regarding the delivery.

This sort of information should really be put on the portal so customers are aware as soon as they login, if possible; it would saved a lot of time for all parties.

Thanks for the help and pointer - it's much appreciated!

Re: "Sorry, we can't show your order details right now" When Tracking Order

Christopher_G — Tue, 23 Aug 2022 13:38:10 GMT

Thanks for letting us know and for the feedback, @Robsy128.

Hope you get your phone soon.

Chris

Re: "Sorry, we can't show your order details right now" When Tracking Order

Gemlou92 — Tue, 23 Aug 2022 17:09:29 GMT

I have exactly the same problem! I ordered my new phone on the 16th August and have had no update! I get the same message when I go to track my order 😫

How did you resolve this?

Re: "Sorry, we can't show your order details right now" When Tracking Order

Christopher_G — Tue, 23 Aug 2022 17:20:48 GMT

Which phone did you order, @Gemlou92?

Please include the colour and memory size too.

Chris

Re: "Sorry, we can't show your order details right now" When Tracking Order

Gemlou92 — Thu, 25 Aug 2022 06:19:30 GMT

I got the iPhone 11 white 64GB.

xxxxx xxxxxx
Sent from my iPhone

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: "Sorry, we can't show your order details right now" When Tracking Order

Christopher_G — Tue, 23 Aug 2022 17:53:39 GMT

That one is definitely in stock, @Gemlou92. Since you ordered a week ago, I would have thought you would receive it by now.

May be worth speaking to the Mobile Care team to check the order when you get a few minutes.

Chris

Re: "Sorry, we can't show your order details right now" When Tracking Order

Gemlou92 — Thu, 25 Aug 2022 06:19:05 GMT

Thank you very much for your help Chris. I will give them a call 🙂

xxxxx xxxxxx
Sent from my iPhone

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: "Sorry, we can't show your order details right now" When Tracking Order

Leanne_T — Wed, 24 Aug 2022 06:54:00 GMT

Let us know how you get on @Gemlou92

Leanne 🙂

Re: "Sorry, we can't show your order details right now" When Tracking Order

Avatar1997 — Sun, 18 Sep 2022 05:22:18 GMT

I also have same problem I ordered pay monthly this week and it’s also showing sorry can’t show your order details now and I can’t also get in touch with the customer team through call.

Re: "Sorry, we can't show your order details right now" When Tracking Order

Avatar1997 — Sun, 18 Sep 2022 05:26:17 GMT

What do I need to do cos I’m also in the same situation ordered and the pay monthly dispatch details can’t be shown now only the xko number have I received

Re: "Sorry, we can't show your order details right now" When Tracking Order

Jon_K — Sun, 18 Sep 2022 11:57:59 GMT

Hi @Avatar1997.

Are you able to get in touch with our Customer Care team on live chat?

They'll be able to access your account and give you an update.

Jon

Re: "Sorry, we can't show your order details right now" When Tracking Order

GButs — Wed, 01 Feb 2023 08:24:03 GMT

I’m having the same issue. I ordered a 25gb sim last week and I’ve had an order confirmation with an XKO number but nothing since. No tracking number, no shipping confirmation etc.

very frustrating

Re: "Sorry, we can't show your order details right now" When Tracking Order

Katie_B — Wed, 01 Feb 2023 08:30:27 GMT

Good morning @GButs.

Thanks for ordering with us.

When did you place your order?

Katie

Re: "Sorry, we can't show your order details right now" When Tracking Order

GButs — Wed, 01 Feb 2023 08:40:08 GMT

Hi, I placed the order on 28th January