topic Re: Where is my Order? in Orders

Where is my Order?

Natalie1971 — Thu, 16 Jan 2025 14:23:18 GMT

I upgraded both me and my daughter from SIM only to Phone and SIM and received two emails with two order numbers, one of which is being delivered today however I have not received any further correspondence regarding the second upgrade other than the initial email. When I try to track the orders, the first says order dispatched however the second order comes up with error.

Re: Where is my Order?

Schockwave — Thu, 16 Jan 2025 15:01:47 GMT

Hello @Natalie1971 ,

Welcome to the community,

You will receive notification from DPD up to the evening before delivery and another one on the day of delivery with a one hour window.

You will need to register with the same details EE have with DPD in order to receive notification.

IF you only ordered a sim upgrade, then you will not receive notification and if you are already with EE, then you only need a new SIM card if the previous one is faulty, SIM cards are sent out via second class post and there is no tracking for it.

Re: Where is my Order?

Natalie1971 — Thu, 16 Jan 2025 15:09:07 GMT

Thank you - is there a reason an error comes up when trying to track the order?

Re: Where is my Order?

Leanne_T — Thu, 16 Jan 2025 16:52:22 GMT

Hi there @Natalie1971

Thanks for coming to the community.

Did you order the same phone for each number?

Has your EE account updated the plan and phone details for both numbers?

If only one has been updated and the phone was showing in stock, I would suggest giving us a call on 150 and the team can get the order looked into for you.

Leanne 🙂

Re: Where is my Order?

Natalie1971 — Thu, 16 Jan 2025 17:18:52 GMT

Thanks for replying. It's not the same phone for both numbers and only one
of the packages has been updated for the new one so I spoke to one of your
colleagues and they are looking into it. (The phone not yet arrived did say
it was in stock). I'm hoping it won't take too long to get sorted.

Re: Where is my Order?

Linzi_H — Thu, 16 Jan 2025 17:24:20 GMT

Thanks for letting us know you've spoken with the team @Natalie1971, and I'm really confident they'll get this resolved as quickly as they can.

Linzi

Re: Where is my Order?

Natalie1971 — Fri, 17 Jan 2025 11:08:37 GMT

Seems to be taking a while to get a reply and my app continues to state the old package for one of the phones and to upgrade so wondering if I should go through the process again? Can someone advise?

Re: Where is my Order?

Leanne_T — Fri, 17 Jan 2025 13:41:59 GMT

Hi @Natalie1971

If you could give us a call on 150, the team can check everything on the call for you to let you know what has happened and if the order needs processed again.

Thanks 🙂

Leanne.

Re: Where is my Order?

Natalie1971 — Sat, 18 Jan 2025 08:01:04 GMT

All sorted. It appeared the original order was not processed so had to go through the whole process of ordering again. Finally the new phone is on its way

Re: Where is my Order?

Christopher_G — Sat, 18 Jan 2025 08:29:43 GMT

Thanks for coming back to let us know, @Natalie1971 🙂

Hope you love it, when it arrives.

Chris