topic Re: Orders getting cancelled in Orders

Orders getting cancelled

jambus75 — Thu, 10 Oct 2024 13:21:03 GMT

Hi,

I have tried to place an order 5 times for a sim only deal, esim, with number port. I don't get a confirmation order by email and I then get a text saying my order has been cancelled.

XKO ****** as an example.

Is this a bug?!

Thanks,

James

[Mod edit: removed personal details from the forum]

Re: Orders getting cancelled

Linzi_H — Thu, 10 Oct 2024 13:25:15 GMT

Hi @jambus75

Welcome to the community.

I am so sorry that your order is being cancelled!

Is it showing a specific reason why when the notification comes through?

Linzi

Re: Orders getting cancelled

jambus75 — Thu, 10 Oct 2024 13:35:25 GMT

No, it just says your order has been cancelled and if you want to place a new order then please visit ee.com. Very circular.

Thanks,

James

Re: Orders getting cancelled

Linzi_H — Thu, 10 Oct 2024 13:47:29 GMT

Thanks for letting me know, @jambus75

Something isn't right somewhere for this to be happening, so I'd suggest giving our team a call so we can help further.

Our sales team can be reached on 0800 956 6000.

I hope you get sorted,

Linzi 😊

Re: Orders getting cancelled

adavies910 — Thu, 19 Jun 2025 08:25:10 GMT

I had this issue, ordered a sim only deal and got a message to say it had been cancelled. The XKO number does not match the order number on the email I received

Re: Orders getting cancelled

Ali_A — Thu, 19 Jun 2025 10:26:31 GMT

Hi @adavies910

Please give our Customer Service team a call where a guide can check if your correct order number was the one that was cancelled.
They will also be able to let you know the reason why the order was not successful, and if there is anything that can be done.

Ali