topic Re: New phone -Order tracker not working - online chat not available - can't phone! in Orders

New phone -Order tracker not working - online chat not available - can't phone!

Sivvus — Wed, 23 Aug 2023 05:30:44 GMT

Hi,

I ordered a new phone/upgraded yesterday lunchtime and was told that I would get paperwork when it was dispatched. Since then, nothing. I have paid a lot of money, which has been taken, and got texts saying that my contract had changed in various ways, but no information about my phone delivery.

I can't phone 150 as the reason I'm replacing is that my old phone mic is broken. I need a replacement ASAP.

I tried to contact the online chat but got a message that it is 'currently unavailable'. The same thing happened when I put my order number into the online tracker.

TIA for any info!

Re: New phone -Order tracker not working - online chat not available - can't phone!

Chris_B — Wed, 23 Aug 2023 05:55:43 GMT

@Sivvus You’ll receive a tracking number once a device is allocated to you, at present you have an order number. Online chat isn’t available until customer services are open they don’t work 24h a day. Have you checked your spam folder ?

Re: New phone -Order tracker not working - online chat not available - can't phone!

Sivvus — Wed, 23 Aug 2023 05:58:06 GMT

Yes, I've checked all my folders and had no communication at all, beside the texts where EE confirmed that they have taken my money and changed my caps/allowances.

How can we check the allocation status? Is there currently a delay?

Re: New phone -Order tracker not working - online chat not available - can't phone!

Sivvus — Wed, 23 Aug 2023 05:58:36 GMT

Thank you for replying so early in the morning. 🙂

Re: New phone -Order tracker not working - online chat not available - can't phone!

Leanne_T — Wed, 23 Aug 2023 07:14:23 GMT

Hi @Sivvus

If the plan has changed your order has been dispatched and DPD will text you with tracking details for the delivery 🙂

Leanne.

Re: New phone -Order tracker not working - online chat not available - can't phone!

AlexBonavia — Thu, 24 Aug 2023 13:09:09 GMT

I am having the same issue. I have received a text message from EE telling me to re-arrange delivery but the tracking number does not work on EE or on DPD and I can't access live chat....

Re: New phone -Order tracker not working - online chat not available - can't phone!

Katie_B — Thu, 24 Aug 2023 14:19:26 GMT

Hello @AlexBonavia.

Was there a link provided on your text message?

Katie