topic Re: ordered new phone but havent received an order number or email to track delivery in Orders

ordered new phone but havent received an order number or email to track delivery

glrichardson1 — Tue, 25 Apr 2023 07:40:49 GMT

I lost my phone on the weekend so ordered a new one yesterday and was told it would be with me by today. but i havent received an email or order tracking number to say that its on its way plus i havent had a text or email from DPD regarding delivery. I urgently need this phone can someone contact me please.

Re: ordered new phone but havent received an order number or email to track delivery

James_B — Tue, 25 Apr 2023 09:54:21 GMT

Hi @glrichardson1,

Welcome to the EE Community. 🙂

Do you have a device you could download the DPD app on?

James

Re: ordered new phone but havent received an order number or email to track delivery

R_obe — Tue, 25 Apr 2023 10:12:15 GMT

I have this same problem. I’m waiting also, was told it would arrive today but still no text from DPD. What should I do once I download the app?

Re: ordered new phone but havent received an order number or email to track delivery

James_B — Tue, 25 Apr 2023 10:38:44 GMT

Hi @R_obe,

Welcome to the EE Community. 🙂

Once you've downloaded the app and registered your details, it will show if they have received your parcel from EE.

If nothing is showing, please get in touch with Customer Care so a member of the team can check the status of your order.

Thanks

James

Re: ordered new phone but havent received an order number or email to track delivery

R_obe — Tue, 25 Apr 2023 11:03:48 GMT

I cannot do that as a replacement sim is coming with the upgrade so I cannot verify number

Re: ordered new phone but havent received an order number or email to track delivery

James_B — Tue, 25 Apr 2023 11:59:33 GMT

Hi @R_obe,

Your old SIM should still be working until you activate the new one.

If you don't have your old SIM, please get in touch with Customer Care so a member of the team can help.

Thanks

James

Re: ordered new phone but havent received an order number or email to track delivery

LizC77 — Thu, 13 Jul 2023 10:35:48 GMT

Hi I am in the same position. I don't understand why EE doesn't send an order number and contract details at the same time as establishing a direct debit mandate - I don't have any written record of what I am paying for. This is a strong contrast to the BT service which sends me details of every order. Which DPD app do you suggest? My Apple Store isn't picking the usual one up. Thanks.

Re: ordered new phone but havent received an order number or email to track delivery

LizC77 — Thu, 13 Jul 2023 10:48:10 GMT

PS - the customer care number does the usual thing and takes you round in circles until you get to a point where you can't find an option of which button to press. The DPD app only works on a smartphone, so if you don't have one because you've ordered a replacement for one which is lost then you can't use the app. I'm sure EE has all the relevant details so it would be great if you could send them to customers at the start of the process. Many thanks.

Re: ordered new phone but havent received an order number or email to track delivery

Leanne_T — Thu, 13 Jul 2023 10:51:26 GMT

Hi there @LizC77

Thanks for coming here.

How long ago did you contact the insurance team to process the replacement, or, did you an order an upgrade?

If this is a replacement phone you are waiting for this would not have an order number, DPD will be in touch to let you know when this will be delivered.

Leanne.

Re: ordered new phone but havent received an order number or email to track delivery

LizC77 — Thu, 13 Jul 2023 11:58:37 GMT

Hi Leanne

This is to replace my lost BT smartphone, so it's a new contract with EE as opposed to BT which has my other services. That's why I was expecting an order number (the direct debit mandate number is not it). Insurance is not involved, as far as I know. DPD usually sends me a morning text for deliveries but I think you may have given them the number of my lost mobile which I don't have (and I used my landline to place the order). Anyway I'll stay in as far as possible, but I will be surprised (and impressed!) if it turns up today as promised - that is not my usual DPD experience.

Liz

Re: ordered new phone but havent received an order number or email to track delivery

Leanne_T — Thu, 13 Jul 2023 12:10:14 GMT

Thanks very much for the extra details @LizC77

If you have no order number and the wrong number may have been added for DPD to keep you up to date, you would need to call us on 0800 956 6000 and the team will be happy to help.

Leanne.

Re: ordered new phone but havent received an order number or email to track delivery

LizC77 — Thu, 13 Jul 2023 14:31:48 GMT

Thanks Leanne. I spoke to Gareth who was very reassuring. Phone has now arrived.

regards

Liz

Re: ordered new phone but havent received an order number or email to track delivery

Leanne_T — Thu, 13 Jul 2023 14:47:27 GMT

Brilliant news @LizC77

Thanks for coming back and letting me know 🙂

Leanne.