topic Re: Cancel upgrade? in Orders

Cancel upgrade?

AdamWC — Tue, 27 Sep 2022 15:38:02 GMT

Does anyone know how I can cancel my upgrade?

Two days ago, after much research etc, I decided to finally upgrade my phone and was told yesterday it would be delivered today The driver can't leave my phone on the doorstep, and so I would have to be in to receive it and may have to provide ID. So, I waited in all day, then was told it would be delivered by 16:47, but at 16:22 I got a txt message and an email saying that the driver couldn't be bothered to deliver, and so he might try again tomorrow. I'm not staying in another day just to be let down again, and so the best thing to do is cancel my upgrade and shop elsewhere.

So, other than ringing 150 just to be led around in circles whilst they try to sell me upgrades, is there an online chat I can use?

Many thanks in advance.

Re: Cancel upgrade?

Leanne_T — Tue, 27 Sep 2022 16:02:34 GMT

Hi @AdamWC

Thanks for coming here.

Once the order is out for delivery we would be unable to cancel this, if you are not available when DPD deliver the order this would be returned to us and the upgrade would be cancelled. Your plan and contract dates would change back when this has been cancelled.

Thanks.

Leanne.

Re: Cancel upgrade?

AdamWC — Tue, 27 Sep 2022 16:11:50 GMT

Hi Leanne and thanks for your reply.

The email and message I received from EE implied that 'I' wasn't home and they missed me, which is a little concerning as both me and my wife have been home all day. They say that they will try again tomorrow, but I fear I will be missed again, hence I don't plan on staying home as the delivery system is inadequate.

I guess the phone will just get returned to you, and everything will be cancelled as you say. What a poor service.

Thanks anyway.

Re: Cancel upgrade?

Leanne_T — Tue, 27 Sep 2022 16:14:52 GMT

Hi @AdamWC

I'm sorry to hear this, have you contacted DPD to get this looked into?

Leanne.

Re: Cancel upgrade?

AdamWC — Tue, 27 Sep 2022 16:40:16 GMT

Have you ever tried to get through to DPD and resolve anything? I suspect not.

I don't see that it is the 'customers' responsibility to check what has happened, definitely EE's responsibility.

So, how can I cancel my upgrade?

Re: Cancel upgrade?

Leanne_T — Tue, 27 Sep 2022 16:43:06 GMT

Hi @AdamWC

You can also call us on 150, if you would like this looked into further.

Once the order has been returned to us from DPD this would be cancelled, as the device has been dispatched we would be unable to cancel the order.

Leanne.

Re: Cancel upgrade?

AdamWC — Tue, 27 Sep 2022 19:00:13 GMT

Thank you Leanne, but after reading many of the other threads on this forum, 150 would not be of any help. Seems others have had to wait so long to get through to speak to someone, they've given up.

I appreciate that things can get delayed, just annoyed that I've wasted a whole day waiting in, then get emails implying the DPD driver missed me because I wasn't home.

EE were swift and efficient when it came to taking payment for my upgrade, then wash their hands when things don't go to plan.

I'll wait for the order to get cancelled and go elsewhere.

Re: Cancel upgrade?

Christopher_G — Wed, 28 Sep 2022 07:14:09 GMT

Hi @AdamWC

There's a live chat function on there too. Without speaking to customer services, you're not likely to know why it didn't go through.

I understand you've decided that you don't want it anymore though and I'm sorry for the experience you've had.

Chris

Re: Cancel upgrade?

AdamWC — Wed, 28 Sep 2022 19:28:41 GMT

I think that is incorrect, there is no live chat. I have looked everywhere, no sign of it. I went into my account, searched the help section where there is supposed to be a live chat, and there is no option, just phone numbers. Like I said, EE make it very difficult, if not impossible for customers to get in contact with them when there is a problem, but thanks for the advice.

Currently waiting in for the second day for DPD to deliver my phone, was due at 17:59, nothing as yet. Not looking good.🙄

Re: Cancel upgrade?

AdamWC — Wed, 28 Sep 2022 19:47:12 GMT

Low and behold, missed me again, second day running. Thanks for wasting yet another day.

Re: Cancel upgrade?

Christopher_G — Thu, 29 Sep 2022 07:21:13 GMT

Thanks for the update, @AdamWC. I'm sorry to hear that it wasn't delivered successfully.

Did they leave a card to say what's happening now?

The live chat function is on that contact us page that I posted. If you select Account and Billing, then Mobile, that's where a Start Conversation button shows when it's available.

Chris

Re: Cancel upgrade?

AdamWC — Thu, 29 Sep 2022 07:40:03 GMT

Hello Chris and thanks for your reply.

On both occasions there was no calling card left. I watched the live DPD tracking as the driver came into the village and stopped, I assume to deliver parcels to other people. The info on my screen said the driver would be with me shortly, then the little DPD icon on the map got further away from my location and after some time I got an email saying that the driver had missed me.

Not sure what is happening now. I have been given the standard option to reschedule another delivery, but I feel it unreasonable to expect me to stay in a third day, only to be let down again.

Thank you for the advice regarding the live chat, I found it following your instructions and will give that a go.

Re: Cancel upgrade?

Christopher_G — Thu, 29 Sep 2022 07:43:01 GMT

That's really strange. I wonder if there is maybe a problem with the address or something, @AdamWC.

Hopefully they can help you find out what's happened.

Keep us posted.

Chris

Re: Cancel upgrade?

AdamWC — Thu, 29 Sep 2022 07:55:57 GMT

Yes, we thought it was odd too. The drivers (whom I won't name for obvious reasons), are good people who have delivered many packages to our address over the years and so they know where we live. Makes me wonder if there really is a phone?

Re: Cancel upgrade?

AdamWC — Thu, 29 Sep 2022 07:59:27 GMT

I just checked my address on my EE account and it is the correct one. I think EE have delivered 4-5 phones to our address over the years, as well as broadband & TV boxes etc, and so that's all okay.

Re: Cancel upgrade?

Christopher_G — Thu, 29 Sep 2022 08:02:32 GMT

OK, thanks @AdamWC

I've sent you a private message to get a bit more information from you. Could you have a look and get back to me please?

Thanks

Chris

Re: Cancel upgrade?

AdamWC — Thu, 29 Sep 2022 10:43:05 GMT

Thanks for the info Chris.

As you know, I managed to get through to the online EE chat, and they assured me the phone will be delivered within the next 24hrs, a third day of sitting in.

However, DPD give a different story. I contacted them this morning and they say "Your parcel is on its way back to EE".

Two different stories from two different companies. The more I dig into what is going on, the less everyone seems to know.

I will assume the phone isn't arriving, and that DPD in fact are telling the truth, not EE. But again, thanks for your assistance. I appreciate your offer of escalating this problem to the specialist team, but I truly have no faith in EE. It is a simple process, which is why I am aghast as to why it can't be fulfilled?

Re: Cancel upgrade?

AdamWC — Fri, 30 Sep 2022 07:48:39 GMT

Quick update.

Spoke to EE online chat yesterday who assured me my phone would be delivered that day...we stayed in all day for the third day in a row...it was NOT delivered. Absolutely no surprise there. So, I was lied to, and I wasn't sent the transcript of the conversation I had with EE, so I have no proof.

Currently in conversation with DPD who say it has been returned to EE, I guess it may take a few days for it to be processed, I hope.

Beginning to think I have been scammed now, because I am paying for a phone contract, and nobody know where the phone is.

Re: Cancel upgrade?

AdamWC — Fri, 30 Sep 2022 21:18:46 GMT

DPD haven't shed any light on the whereabouts of my phone, and have given up helping.

EE assured me yesterday morning that my new phone was with DPD and it would be delivered within 24hrs, and I could either keep the phone, or reject it on delivery so the driver could take it back. But DPD said differently, and said they wouldn't attempt to deliver for a third time, even though they never actually tried on the first two occasions.

Now EE aren't helping at all, what they said in the online chat wasn't true, very much felt like they were reading a script and just fobbing me off. So, basically I am paying for a phone which I don't have, for 24 months and nobody knows what is going on.

Think seriously before buying or upgrading a phone with EE. When it goes right, it's fine. When it goes wrong, it goes very wrong.

Re: Cancel upgrade?

Christopher_G — Sat, 01 Oct 2022 09:06:32 GMT

Sorry to hear this is still ongoing, @AdamWC.

The offer of arranging a call still stands, if you would like me to do that, please reply to my private message.

Chris