topic Re: Payment taken but no confirmation or device received in Orders

Payment taken but no confirmation or device received

BenLola — Thu, 24 Oct 2024 21:48:32 GMT

Hello,

I placed an order 3 days ago for a smart hub 4g device (mobile internet) under a monthly contract (domiciliation 50£) and paid directly £150 upfront for the device. The money has been taken from the bank instantly but I haven't received any confirmation emails, nor an email saying my basket has been saved. The page was blank after the visa details had been entered.

Has the order been placed will I receive the device? Am I missing something? I have no emails in spam or junk folders I have been checking everything for days. Please help as I have no order number nor a confirmation.

Re: Payment taken but no confirmation or device received

Chris_S — Fri, 25 Oct 2024 08:18:29 GMT

Hi @BenLola Thanks for choosing to take out a 4GEE mobile broadband device with us.

It's understandable that you'd be concerned that you've not received any further information after you placed your order.

Did you get an XKO number after you placed your order? If you did, that would be confirmation that your order has been logged by the system, then a member of our processing team would just need to pick it up and process the order.

Chris S

Re: Payment taken but no confirmation or device received

BenLola — Fri, 25 Oct 2024 08:33:54 GMT

Hello, thank you for your reply Chris.

No unfortunately I did not get any XKO number or anything else after the order has been placed, the page went blank immediately after accepting the payment on my ebanking. I thought that the order did not pass which would also been ok, but my bank statements states that the 150 L have been taken by EE Limited. Is it possible to track my order through my email or the address given ?

Re: Payment taken but no confirmation or device received

Chris_S — Fri, 25 Oct 2024 09:01:50 GMT

Thanks for letting me know @BenLola I'd recommend giving us a call so we ca take some details and check to see if we can track down the order for you, then give you an update on the situation.

When you place an order online, the payment is held until we process the order, so if there's any issues, the money just straight back into your account.

It's worth getting some clarity for your peace of mind though, so It's worth contacting us via one of our contact options that you can find here: Contact us

Chris S

Re: Payment taken but no confirmation or device received

Carly8297 — Sat, 21 Dec 2024 16:24:21 GMT

This happened to me yesterday evening too but been told to wait 24-48 hours for confirmation email?

Re: Payment taken but no confirmation or device received

Akbar_Ali12 — Fri, 11 Jul 2025 21:36:16 GMT

sam things happend today I make a order online but I did not get any confirmation email

Re: Payment taken but no confirmation or device received

Ali_A — Sat, 12 Jul 2025 08:15:06 GMT

Hi @Akbar_Ali12

Please give our Customer Service team a call where a guide can check your order went through correctly.
They will be able to give you the order confirmation number, which you can then track on our Track Your Order page.

If the order didn't complete correctly they can re-process the order for you.

Just so you know, the upfront payment you made at the time of your order was only a pre-authorisation for the payment, which is held as "pending" with your bank. We'll only complete the payment once the order is processed.

Ali