topic Re: Device Upgrade Document in Orders

Device Upgrade Document

jralph691 — Tue, 04 Jul 2023 07:30:21 GMT

Just had an SMS to say there is a document re. my upgrade waiting for me and I can view in MyEE , cant see a single thing that relates to any documentation in my EE. Also unable to track my order , so confused

Re: Device Upgrade Document

Christopher_G — Tue, 04 Jul 2023 10:16:47 GMT

Hi @jralph691

Welcome to the community.

Could you post exactly what the message says please (removing any personal information)? We'll do our best to help.
Chris

Re: Device Upgrade Document

jralph691 — Tue, 04 Jul 2023 10:21:50 GMT

Thanks this is what the message says -

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.

Re: Device Upgrade Document

Christopher_G — Tue, 04 Jul 2023 10:37:08 GMT

Thanks @jralph691

What did you order and when did you order it? It sounds like it's still being processed.

Chris

Re: Device Upgrade Document

jralph691 — Tue, 04 Jul 2023 10:59:20 GMT

Ordered an IPhone 12 and did it yesterday. The SMS I have been sent states there is a document for me in My EE

Re: Device Upgrade Document

Christopher_G — Tue, 04 Jul 2023 11:39:21 GMT

OK, thanks @jralph691

I'm not sure what that document could be. I recommend speaking to our Mobile Care team so they can check the order for you.

Chris

Re: Device Upgrade Document

Taniatee — Wed, 30 Aug 2023 07:16:18 GMT

I have just received the same message about my new phone order.
“Hi from EE. A new document for your xxxxxxx GB Blue device agreement is now available to view in My EE, please log in to view it.”

Where in My EE do you show the documents?
not a great customer experience here EE.

Re: Device Upgrade Document

Christopher_G — Wed, 30 Aug 2023 09:08:29 GMT

Thanks for posting, @Taniatee

If you speak to our Mobile Care team, they'll be able to check that for you.

Chris

Re: Device Upgrade Document

Lisasaxo — Sat, 16 Sep 2023 08:14:18 GMT

I’ve had the same

Hi from EE. A new document for your iPhone 15 Pro 1TB Blue Titanium device agreement is now available to view in My EE, please log in to view it.

being told to contact someone else is rubbish customer service - if documents are there either send them to us or make them visible on our accounts as stated!

Re: Device Upgrade Document

gingaming74 — Sun, 17 Sep 2023 07:47:07 GMT

Text from EE:

Hi from EE. A new document for your iPhone 15 Pro Max 256GB Natural Titanium device agreement is now available to view in My EE, please log in to view it.

Where do I find it? I've tried the app and the website but no luck so far

Re: Device Upgrade Document

djwilliams00445 — Sun, 17 Sep 2023 10:15:02 GMT

also got the same but no document to be found lol

Re: Device Upgrade Document

paulrowland — Sun, 17 Sep 2023 10:29:33 GMT

I got the same message, called the “mobile care team” and after an hour waiting for my call to be answered, the guy couldn’t help. Put on hold whilst he “talked to [his] manager” and conveniently, the call failed.
Every time I try to upgrade with EE - there are always endless issues with your shambolic system, a customer since 2009 - I am very very close to calling it a day and moving to another provider.
Still no idea what this “document” is - you advising people to call this number is wasting time we don’t have. Not looking good EE - sort yourselves out for god’s sake.

Re: Device Upgrade Document

James_B — Sun, 17 Sep 2023 14:46:37 GMT

Hi @gingaming74,

Has the bills and payments tab in My EE updated to show your new Flex Pay plan details?

James

Re: Device Upgrade Document

gingaming74 — Sun, 17 Sep 2023 14:55:36 GMT

Not yet

Re: Device Upgrade Document

James_B — Sun, 17 Sep 2023 14:59:04 GMT

Thanks for checking @gingaming74

Your device finance documents may not show until that updates. Your plan is usually updated in My EE when your phone is ready for dispatch.

Hope this helps.

James

Re: Device Upgrade Document

Royster — Fri, 06 Oct 2023 09:46:54 GMT

I've just got the same text, no document. If it's not there until the phone is ready for dispatch perhaps EE shouldn't be sending that text until then!

Re: Device Upgrade Document

User5671 — Fri, 26 Jan 2024 13:16:57 GMT

I found this!

Go to my tasks or similar, view bill. My documents was at the bottom of that page.