Re: Live chat with EE

JCY129 — Wed, 31 May 2023 13:18:49 GMT

Hi. Important info here: Order date: 29 May 2023 / iPhone 11 128GB Black / Minute One Premium Bundle for iPhone 11 .

Placed order, received confirmation email with order number - no follow up email, no text, no phone calls, nothing from DPD or EE as of the order being confirmed. I rang up to chase up the order, they couldn’t find my account as the number I have put down isn’t attached to a contract account yet only my current PAYG account. I then asked to cancel the order, but they said they can’t cancel then order when they can’t see the order. Tried using the track an order feature, using both email and phone number with the order number this is what I get when putting in my email

”

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.

For the latest news on device launches, pop by the EE Community .

For more info on ordering, or if your order hasn't arrived, visit our Help section . ”

I’ve done a lot of googling this seems to be a very persistent and recurring problem of people not getting their device for weeks and being told to ring up, I couldn’t even ring up!

if I dispute my upfront payment with my bank will this cause any serious issues with EE, since I am still within my cool-down period I expect the order will automatically cancel. I won’t ring 150 again and beg to find out what’s going on as I’ve seen a lot of people have had to do. I just want my upfront cost back. Any help would be greatly appreciated, unless you tell me to ring 150. Thank you in advance.

Re: Re: Live chat with EE

Katie_B — Wed, 31 May 2023 14:28:51 GMT

Hello @JCY129.

I am sorry to hear the team have been unable to locate your new order.

Did the team advise on what steps to take next to locate your account?

Katie

Re: Re: Live chat with EE

JCY129 — Wed, 31 May 2023 17:59:52 GMT

Hello, no. They said the phone will already be with DPD by now and I will receive a text from DPD. But this is just not true. Still no more emails, no texts. Nothing.

Re: Re: Live chat with EE

Leanne_T — Thu, 01 Jun 2023 06:15:17 GMT

Hi @JCY129

Could you try downloading the DPD app and register your details, using the email address and delivery postcode.

Does DPD show any active parcels from EE?

Thanks.

Leanne

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Re: Live chat with EE

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