topic Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far in Orders

Order not been sent out and on hold to customer services for 1 hr 20 mins so far

DebLouPepper — Mon, 18 Sep 2023 20:02:17 GMT

Can someone please please help me. I ordered an upgrade on Saturday 16th September and it said my phone would be sent out in 24 hours. I have an email receipt.

I cannot track the order and I have been onto Customer services on hold for 1 hr 20 mins.

I need my phone desperately as I am dealing with a bereavement in the family and I cannot communicate with people.

Please just can someone contact me - this is very distressing

Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far

DebLouPepper — Mon, 18 Sep 2023 20:06:27 GMT

UPDATE - I HAVE BEEN ON HOLD FOR 1 HR 20 MINS AND THEY CUT ME OFF SAYING THE OFFICE IS CLOSED

I HATE YOU EE - YOU ARE CAUSING ME SO MUCH DISTRESS

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Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far

Northerner — Mon, 18 Sep 2023 22:04:12 GMT

Hi @DebLouPepper

What is wrong with your current device.

What device did you order.

Thanks

Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far

DebLouPepper — Mon, 18 Sep 2023 22:25:36 GMT

Current device cuts out and people say I sound like I’m under water.
I ordered iphone14

Sent from Outlook for iOS<>

Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far

James_B — Tue, 19 Sep 2023 07:37:26 GMT

Hi @DebLouPepper,

Welcome to the EE Community.

I'm sorry to hear of your loss. I understand how important it is to be able to keep in touch with your loved ones.

I'd like to check stock availability for the phone you ordered. Which colour and storage size did you choose?

James

Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far

DebLouPepper — Tue, 19 Sep 2023 12:56:19 GMT

Hello James

Unfortunately you are too late to be answering this. If I hadn't been cut off last night and someone had had the decency to speak to me, then it might have been resolved. I say this as I did speak to someone who proceeded to tell me how busy he had been that day and then put me back on hold.

Due to the urgency of needing a phone, I have switched provider and I am paying off my contract. I cant tell you how disappointed I am in the service that was not provided. It has been very upsetting for me.

I have looked at my order email and they did say that the update fee had been waivered, however when I looked last night, there was a £271 fee to upgrade - I do think that this has something to do with it, despite me having an email receipt for a nil amount.

I would be happy to discuss this with someone if someone would give me a call.

Re: Order not been sent out and on hold to customer services for 1 hr 20 mins so far

James_B — Tue, 19 Sep 2023 13:00:13 GMT

Hi @DebLouPepper,

I'm sorry to hear you have chosen to switch to another network.

If you'd like to discuss your upgrade order, don't hesitate to get in touch with Customer Care who can access your account and view your order.

James