topic Requesting IMEI number in Orders

Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 15:05:19 GMT

Appalling response & service from EE stores online.

Ordered iPhone & the parcel has been tampered with.

I have requested for the IMEI number that’s on EE’s records as it’s not stated on the emailed invoice. I want to make sure there is no foul play as the item has clearly been accessed by someone!

Multiple emails sent to EE online as apparently, there is no phone number to contact EE stores on.
Alls I’m requesting is the IMEI number so it can be cross checked.

This should be a 5 min task at most!!

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 15:15:09 GMT

Appalling response & service from EE stores online.

Ordered iPhone & the parcel has been tampered with.

Multiple emails sent to EE online as apparently, there is no phone number to contact EE stores on.
Alls I’m requesting is the IMEI number so it can be cross checked.

This should be a 5 min task at most!!

Re: Requesting IMEI number

Chris_B — Thu, 28 Mar 2024 15:57:17 GMT

@EEruseless there is no email address that you can use so you’ll never get a response if you find one. If you need to call EE customer services, you dial 150 from your EE phone or 0800 9566000 from a none EE device.

The IMEI number of the device is listed on the paperwork that you received. It’s also on the box so you can match this to the device. If you’re still within any doubt just factory reset the device.

Re: Requesting IMEI number

James_B — Thu, 28 Mar 2024 15:57:11 GMT

Welcome to the EE Community, @EEruseless 🙂

You can also find the IMEI number on the delivery note that should be in the delivery bag.

James

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 16:31:44 GMT

I have the delivery note & there is a number on there but it doesn’t match the iPhone box IMEI number.

This suggests the phone has been swapped.

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 16:32:05 GMT

I have the delivery note & there is a number on there but it doesn’t match the iPhone box IMEI number.

This suggests the phone has been swapped.

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 16:37:36 GMT

If the phone has been swapped for another device, I am not comfortable using another potential FRAUDULENT device.
Is there anyone who can actually help advise?

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 16:40:21 GMT

I know we are approaching Good Friday & weekend and the online help desk closes at 5pm & don’t work weekends. And then it’s Easter Monday.

Can someone please help resolve this before you are closed for the break.

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 16:59:35 GMT

In response to your note about calling EE, I called yesterday and today & they advised to email enquire-store@ee.co.uk as they are unable to help.

Re: Requesting IMEI number

Chris_B — Thu, 28 Mar 2024 17:38:58 GMT

@EEruseless Customer services do work weekends. You need to report this asap. The device has probably been swapped in transit.

Re: Requesting IMEI number

Katie_B — Thu, 28 Mar 2024 18:24:44 GMT

Hi @EEruseless.

Our customer care team will be open over the Easter weekend.

Did you purchase this as a pay monthly contract or out right?

Katie

Re: Requesting IMEI number

EEruseless — Thu, 28 Mar 2024 18:51:34 GMT

I have purchased the phone outright with no contract i.e sim free.

I already contacted EE customer service yesterday & earlier today over the phone & they couldn’t find my account or my order (they don’t deal with items bought online via ee stores). There is no record of my details on the system either.

It just seems suspicious the label on the box was peeled off & the box ripped open & the iPhone still inside.

Either the phone has been swapped in transit or someone was trying to steal the phone but got disturbed in doing so hence having the IMEI number would help to verify this but enquire-store@ee.co.uk don’t have a direct line to contact.
Clearly, having no customer helpline for the EE stores online team is of no help. There is a call back function where you input your details but again, radio silence from this team.

Not sure where to go from here as another response from your EE colleague is to report it asap but who to…to enquire-store@ee.co.uk? I have already done that.

If someone from your side can get through to them, that would be great.

Re: Requesting IMEI number

Christopher_G — Fri, 29 Mar 2024 08:21:01 GMT

Hi @EEruseless

I've sent you a private message to get some information from you. Please take a look and get back to me.

Thanks

Chris

Re: Requesting IMEI number

EEruseless — Fri, 29 Mar 2024 13:13:35 GMT

Hi Chris, I have provided the requested details.
Could you let me know if you’ve managed to progress any further. Thanks

Re: Requesting IMEI number

EEruseless — Fri, 29 Mar 2024 20:12:28 GMT

Could you advise why I’m now being asked to call the EE call centre to see if they can help?

I’ve provided the requested information. From that, were you able to find my details / order?

If yes, then I shall call the customer services for next steps.

If no, then aren’t we just back to square one, & you are just passing the issue to someone else who won’t be able to help & wanting me to spend more on a call with no solution?

Please advise as soon as possible.

Re: Requesting IMEI number

EEruseless — Sat, 30 Mar 2024 21:13:41 GMT

Update if anyone is in similar situation or need to contact estore online regarding an order from EE placed online: the EE customer care team can’t help & there’s no point calling EE call centre as it’s a waste of time.

Despite anyone saying they are open every day or in bank holidays, the estore online team only operate between 9-5, Monday to Friday. They don’t work bank holidays either.

Funnily, I was going to purchase a phone from Amazon but heard negative press regarding phones not being delivered. Regret purchasing from EE as at least with Amazon, I think this would have been resolved on the Wednesday already rather than a week later. I called the EE call centre as no one on here could help & I have been advised to wait until Tuesday when the enquire team are working. Even for returns, you need to contact this online team before hand. From this experience, I would not recommend buying from EE as too much hassle if any issues arises.

Re: Requesting IMEI number

manc_mikeh — Mon, 01 Apr 2024 12:13:29 GMT

Would recommend you speak to the Lost & Stolen team, they're available 24/7, 365 -

From your EE mobile - 150

From any other phone - 07953 966 150

Re: Requesting IMEI number

emmajanegray198 — Fri, 28 Jun 2024 09:04:11 GMT

Where is the IMEI number on the EE contract? Can't see it on mine and my insurance need it. Thanks in advance!

Re: Requesting IMEI number

emmajanegray198 — Fri, 28 Jun 2024 09:05:01 GMT

In future, don't accept if a package is damaged/opened.

Re: Requesting IMEI number

chistery — Fri, 28 Jun 2024 09:07:13 GMT

If you don't have your phone, the IMEI number is printed on the box your phone came in.