topic Phone upgrade in Orders

Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 10:55:40 GMT

Hello ,

I upgraded my phone on Saturday evening .
received an order confirmation email and a text saying I have documents to see on the EE app but I can’t access them .

I received an email about a DD guarantee and I can see the order has not been dispatched yet .

How I can I access the documents and get info about the phone please .

thank you .

Re: Phone upgrade

Peter_W — Tue, 17 Sep 2024 13:02:31 GMT

Good afternoon @Ingridbaba.

Welcome to the EE Community 😊

Just to be sure here, when you log into your EE account on the link shared in the text, are you able to see the details of your plan and bills etc?

Peter

Re: Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 13:06:06 GMT

Hello ,

no only my current plans

Re: Phone upgrade

Peter_W — Tue, 17 Sep 2024 13:20:43 GMT

Thanks @Ingridbaba.

Can you please go to the 'Bills and Payments' screen, and see if you can find an option for 'My Documents'?

Also is it still showing your old plan for this number, or the updated one you ordered?

Peter

Re: Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 13:25:29 GMT

There is no option for my Documents and it is still showing my old plan .

Re: Phone upgrade

Peter_W — Tue, 17 Sep 2024 13:39:23 GMT

Cheers @Ingridbaba , if this hasn't updated yet then the documents may not be viewable yet.

Once your handset has been dispatched the plan should then update and show your FlexPay documents 😊

Peter

Re: Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 14:23:09 GMT

Thank you .

How can I know when it will be dispatched ? The tracking order doesn’t give any details .

It’s for an IPhone 15 pro Titanium White 128 GB

Thanks

Re: Phone upgrade

Peter_W — Tue, 17 Sep 2024 14:40:26 GMT

@Ingridbaba Once this has been dispatched you'll get a text from DPD confirming your tracking details for their portal.

You should also notice your plan update in the app not long after this too!

Out of interest, when was it you placed your order?

Peter

Re: Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 14:45:43 GMT

I ordered on Saturday evening !!

Re: Phone upgrade

Peter_W — Tue, 17 Sep 2024 14:55:21 GMT

Cheers @Ingridbaba, was it the 256GB version that you went for here?
I'm just double checking stock and can't see a 128GB version of the 15 Pro.

Peter

Re: Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 15:00:59 GMT

No it’s the 128GB white titanium

Re: Phone upgrade

Peter_W — Tue, 17 Sep 2024 15:13:25 GMT

@Ingridbaba I've managed to locate the details for that now, it looks like this is right at the end of the line and now showing unavailable in our stock lists.

So we can be absolutely sure on what's happening with your order, I'd recommend giving our customer care team a call.

They'll be able to get your details brought up and confirm what exactly is happening with this 😊

Peter

Re: Phone upgrade

Ingridbaba — Tue, 17 Sep 2024 17:59:23 GMT

Hello ,

so I gave them a call and the phone was indeed out of stock in that colour .

so I was able to place an order for a different colour .
thanks for your help 😇

Re: Phone upgrade

Michael_D — Wed, 18 Sep 2024 08:26:08 GMT

Thanks for the update @Ingridbaba.

I'm glad to hear that you have been able to get it sorted.

Enjoy the new phone when it arrives 🙂

Michael