topic Re: Where's my order? in Orders

Where's my order?

stewbear80 — Sat, 28 Sep 2024 11:46:40 GMT

Hey, I ordered an (early) upgrade a week ago and haven't received any further Comms since the original confirmation email... So unlike 'the UK's best network' which is usually pretty hot of the mark in sending new stuff.

The order isn't in my EE account. Tracking on the EE site brings back zero results. The digital help thing isn't helpful as it points me back to the track page. And nobody seems to answer my 150 call.

Being an early upgrade, I've paid a bit extra and would just like to know that my order is in the system and a rough date when it might be dispatched. Getting a little worried that it's slipped through the net?

Any help much appreciated x

Re: Where's my order?

Schockwave — Sat, 28 Sep 2024 12:13:12 GMT

Hello @stewbear80 ,

\Welcome to the community,

Did you upgrade just to a sim package or a new device?

If it is a sim only contract, then you will not get a dispatch, but it should be shown within your account, and that is why there is no tracking, just check on the EE App.

If however you have upgraded to a new device, could you please let us know, what device, storage size and colour?

Re: Where's my order?

stewbear80 — Sat, 28 Sep 2024 13:18:23 GMT

Hey, an upgrade to contract and Google Pixel 9 Pro XL, 256GB obsidian.

The order was through the EE app if that makes any difference. As I say, I have a confirmation email with the order number, but that's about it.

Re: Where's my order?

Northerner — Sat, 28 Sep 2024 13:44:34 GMT

Hi @stewbear80

You can check order tracking here: https://ee.co.uk/help/orders

If order tracking is not working then you'll need to speak to EE CS on 150.

Thanks

Re: Where's my order?

stewbear80 — Sun, 29 Sep 2024 08:37:35 GMT

Sorted, thanks @Schockwave and @Northerner

Re: Where's my order?

Schockwave — Sun, 29 Sep 2024 08:56:31 GMT

@stewbear80 , thank you for coming back and letting us know, glad you got it sorted, you are most welcome.

Re: Where's my order?

Mustafa1961 — Wed, 16 Oct 2024 10:43:12 GMT

Hello

Re: Where's my order?

Ali_A — Wed, 16 Oct 2024 13:19:58 GMT

HI @Mustafa1961

Do you have an order reference number? Have you tried to check order tracking here: https://ee.co.uk/help/orders ?

Ali

Re: Where's my order?

Mikethorpe27 — Tue, 22 Oct 2024 11:22:20 GMT

I ordered 2 upgrades at the same time a got confirmation of both orders one is due to be delivered today. The other up grade I’ve had no further information I’ve a xko number I’m unable to track this order. This order indicates usual delivery within 1 day

Re: Where's my order?

Peter_W — Tue, 22 Oct 2024 13:24:13 GMT

Hey there @Mikethorpe27, thanks for getting in touch!

Delivery timescales for upgrades can sometimes differ depending on the model of phone you've gone for.

What phone, including the colour and storage version, is it you're still waiting for an update on?
Peter

Re: Where's my order?

Mikethorpe27 — Tue, 22 Oct 2024 13:34:40 GMT

Currently waiting for a black iPhone 16 128gb

Mike Thorpe

Sent from my iPhone

Re: Where's my order?

Peter_W — Tue, 22 Oct 2024 13:49:08 GMT

Cheers @Mikethorpe27, I've had a check of our guidance on this and it's definitely showing as in stock at the moment.

We don't have access to your account via this forum, but if you reach out to our customer care team, they'll be able to check for sure what's happening with the order on your account.

Very occasionally online orders need to be pushed through manually, but if this was the case they'd be able to help sort this via your XK order reference number.

Peter

Re: Where's my order?

Mikethorpe27 — Tue, 22 Oct 2024 13:59:40 GMT

Thanks Peter
Mike Thorpe

Sent from my iPhone

Re: Where's my order?

Peter_W — Tue, 22 Oct 2024 14:32:43 GMT

Cheers @Mikethorpe27.

Please keep us posted on how you get on 😊

Peter

Re: Where's my order?

Mikethorpe27 — Tue, 22 Oct 2024 15:18:40 GMT

Apparently my order didn’t get processed so now reordered.

Mike Thorpe

Sent from my iPhone

Re: Where's my order?

Peter_W — Tue, 22 Oct 2024 16:29:28 GMT

Cheers for the update @Mikethorpe27, I'm glad to hear that our team managed to get this sorted for you.

This handset is showing as in stock for as soon as next day delivery, so this should be with you really soon 😊

Peter

Re: Where's my order?

HNOOR1 — Wed, 06 Nov 2024 13:52:22 GMT

This is happening to me as well.

Re: Where's my order?

Linzi_H — Wed, 06 Nov 2024 15:58:49 GMT

Hi @HNOOR1

Welcome to the community.

What device have you ordered with us for your upgrade, and what date did you order this from us? I can double check the stock information for you.

Linzi 😊

Re: Where's my order?

HNOOR1 — Wed, 06 Nov 2024 16:09:00 GMT

Hello,

I ordered a Samsung Galaxy s24 Ultra with a pay monthly contract.

Thank you. 🙂

Re: Where's my order?

HNOOR1 — Wed, 06 Nov 2024 16:49:21 GMT

Sorry, I forgot to mention the date: 02/11/2024