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

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

Wa4lord185 — Thu, 25 Aug 2022 06:22:50 GMT

Hi Samsung s22 ultra 128gb phantom black.

After a day of not updating, the wesite still showed my upgrade was available so I ordered it again. And its still not showing me updates. I ordered my wife's phone at the same time and we already have a message that its in store waiting to be picked up. How do I find out when my phone will be ready?

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

James_B — Thu, 25 Aug 2022 09:16:37 GMT

Hi @Wa4lord185,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to check the status of your order if you get in touch.

James

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

Wa4lord185 — Fri, 26 Aug 2022 23:40:11 GMT

Nope they were not very helpful. Still haven't gotten my phone. Went to pick up my wife's handset in store, but they wouldn't accept her valid photographic UK biometric residence permit as proof of ID. It's literally the document issued by the government to prove who she is.

So I've cancelled the upgrades and I'm waiting for our contracts to reset and then I'm going to take our contracts to another carrier.

Your In Store customer service at the Stall Street shop in Bath has lost you 2 7 year long customers.

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

Leanne_T — Sat, 27 Aug 2022 05:52:04 GMT

Hi @Wa4lord185

I'm sorry to hear you have cancelled the contracts.

Our EE Stores can accept a passport, driving licence or national ID card as proof of ID. Also, the name on your ID must match the name of the person who placed the order. If a driving license is being used as a form of proof, the address this must match that of the EE account address for it to be accepted.

Leanne.

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

Wa4lord185 — Sat, 27 Aug 2022 08:42:08 GMT

A biometric residence permit IS the national identity card, but your
worker in store couldn't be bothered to even look at it.

Its exactly THAT sort of disappointing customer service that's driven me
away. They had the phone with her name on it, we had her bank card that the
account gets paid from. We had photographic identification issued by the
goverment proving she was who she said she was. She was carrying the phone
to be upgraded full of photos of herself and we could have logged into her
EE account right there in store. There was more than enough evidence to
prove that she was who she said she was, but I suppose it's more important
to lose 2 customers than it is to make a desicion using a brain.

If you do want to help me then you can tell me exactly where the phone is
that I ordered because I still haven't heard from DPD or your in store crew
and its showing that I have upgraded. I'm not going to pay £77 a month for
a phone I never received. I want my account set back to how it was before
the upgrade so that I can move to a new carrier.

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

Leanne_T — Sat, 27 Aug 2022 08:45:51 GMT

Hi @Wa4lord185

Sorry we have no account access on the community.

Please give us a call on 150 and the team will be happy to get the order looked into and help you further.

Thanks.

Leanne.