topic Re: Cannot track order in Orders

Cannot track order

Ionaduff1 — Mon, 15 Jul 2024 16:17:12 GMT

I need an update on when my order which I paid for Thursday 11th July, I cannot track on the useless online tracking it keeps saying it’s timed out, I cannot call or text EE because my contract is up l, I need help and no one is responding to me via Twitter !!!

Re: Cannot track order

Leanne_T — Tue, 16 Jul 2024 06:53:44 GMT

Morning @Ionaduff1

Thanks for coming here 🙂

Which model device including memory size and colour did you order?

The SIM card should still be working when the contract ends, did this stop when you placed the order for the upgrade?

Leanne 🙂

Re: Cannot track order

Ionaduff1 — Tue, 16 Jul 2024 08:17:33 GMT

Hello,

iphone 14 5G 256GB red

I cancelled my previous plan because it was in my mums name, I then purchased this plan with my phone number but ive not received a text or call or been able to use my data since the day before I purchased it- I would need all tracking info to be sent to my email which was used on the purchase as well

thanks iona

Re: Cannot track order

Leanne_T — Tue, 16 Jul 2024 08:44:20 GMT

I see, thanks @Ionaduff1

Have you tried downloading the DPD app and using the registered email address and delivery postcode to check for updates?

Leanne.

Re: Cannot track order

Ionaduff1 — Tue, 16 Jul 2024 09:09:50 GMT

You have to be able to put in your mobile number and input a code to sign up as I can’t receive texts I can’t use this

Re: Cannot track order

Leanne_T — Tue, 16 Jul 2024 09:33:36 GMT

Hi @Ionaduff1

Did you create an account using the email address and have been asked for the mobile number to send the verification text?

Leanne.

Re: Cannot track order

Ionaduff1 — Tue, 16 Jul 2024 09:38:26 GMT

Yes

Re: Cannot track order

Leanne_T — Tue, 16 Jul 2024 09:44:39 GMT

Thanks for trying @Ionaduff1

If you are unable to track the order, please call us on 0800 956 6000 from any phone and our sales guides can check the order and give you an update.

Leanne.

Re: Cannot track order

Ionaduff1 — Tue, 16 Jul 2024 09:58:27 GMT

This is not helpful as the following happens when I tried to call via a friends phone

redirects me to the app and through the process of picking options which none of them fit my query

Re: Cannot track order

Leanne_T — Tue, 16 Jul 2024 10:15:23 GMT

Hi @Ionaduff1

Could you try selecting new/joining EE and to speak to a guide, this should transfer you to the sales team.

Leanne.

Re: Cannot track order

Ionaduff1 — Tue, 16 Jul 2024 19:58:54 GMT

I did this and it still didn’t work

Re: Cannot track order

Katie_B — Wed, 17 Jul 2024 07:09:44 GMT

Hi @Ionaduff1.

When calling the number for new/joining customers what happens?

Do you get directed to the automated menu?

Katie