topic Re: Online order no confirmation in Orders

Online order no confirmation

ich1 — Mon, 26 Jun 2023 12:06:46 GMT

Hi my old phone sadly broke yesterday meaning I have no access to a phone. I was eligible for upgrade which I went ahead with, however I've had NO confirmation email or anything! It's taken the upfront cost payment from my bank it says ' pending' but I've had no signs to say I'm getting my new phone delivered? I can't ring EE as I have no phone to do this with. Is there anyway I can chase this? I have NO order number as no email and it hasn't updated my contract on my EE profile. It says online delivered with one working day, I'm just so confused as to why I've had nothing.

TIA!

Re: Online order no confirmation

Alex_M — Mon, 26 Jun 2023 12:09:27 GMT

Hi @ich1,

I would suggest that you get in touch with the mobile care team by calling 07953 966 150 from any phone (it doesn't have to be yours) or you can use the live chat feature by clicking the 'Start Conversation' button.

DPD will text and email you by 11am on the day of delivery, so if you haven't received anything yet, the phone is not being delivered today.

Have you checked your junk folder?

If you were elegible for an upgrade, your current phone and sim should continue to work until your new ones arrive.

Thanks,
Alex

Re: Online order no confirmation

ich1 — Mon, 26 Jun 2023 12:52:45 GMT

Hi ,

I dont have access to a phone until late this evening when someone is home, I can't possibly use my current phone the screen has come away from the phone meaning I cant get onto it. I've tried using the live chat feature it doesn't come up whenever I log in. Again as I've said I can't use my phone so even if DPD have texted me I can't see the screen, I cant use the phone at all its unusable. So this really doesn't help with anything as I need the confirmation email to be able to track the order and find the order number.

Thanks

Re: Online order no confirmation

Alex_M — Mon, 26 Jun 2023 12:58:49 GMT

Please try the below link - a 'Start Sonversation' button should appear.

Also check that adblockers are disabled.

https://ee.co.uk/contact-ee/account-billing/mobile

Re: Online order no confirmation

ich1 — Mon, 26 Jun 2023 13:21:14 GMT

Hi it was just there and now I've gone to click on start conversation and its dissapeared again.

Re: Online order no confirmation

Alex_M — Mon, 26 Jun 2023 13:56:27 GMT

Maybe try a different browser, the website is working for me.