topic Re: Where’s my order? in Orders

Where’s my order?

Anamari03 — Tue, 11 Feb 2025 19:51:13 GMT

I ordered a new phone nearly 10 days ago as I’ve moved from o2 to ee. No update on when it’s going to be delivered. I’ve tried to call multiple times on different numbers but no help/answer

Re: Where’s my order?

Ali_A — Wed, 12 Feb 2025 08:28:54 GMT

Hi @Anamari03

Welcome to the Community, and great to hear you're joining us!

How did you place your order?
If you have an order confirmation reference, you can track your order on our Track Your Order page.

Alternatively you can call EE where a guide can track the location of your order.
Contact Us | Help & Support | EE

Ali

Re: Where’s my order?

Anamari03 — Wed, 12 Feb 2025 09:27:02 GMT

I ordered on the ee website. I’ve tried to track on the app with my order number but keeps saying “tracking times out”
Sent from my iPhone

Re: Where’s my order?

KT108 — Wed, 12 Feb 2025 09:53:13 GMT

Exactly the same....Joke thinking of cancelling😞

Re: Where’s my order?

Ali_A — Wed, 12 Feb 2025 10:01:24 GMT

@Anamari03 & @KT108

Have you received any email saying the order is on hold and asking to call in?

I'd recommend calling the customer service team to check if the order has completed correctly.

Ali

Re: Where’s my order?

KT108 — Wed, 12 Feb 2025 10:09:08 GMT

There has been absolutely no contact from them whatsoever only the confirmation of my order , if it was incorrectly completed surely they would of contacted me saying there was an issue and not send an order confirmation ???

Re: Where’s my order?

Ali_A — Wed, 12 Feb 2025 10:10:45 GMT

@KT108

What is the make/model, size and colour of the device you ordered?

And which day did you receive the order confirmation?

Ali

Re: Where’s my order?

KT108 — Wed, 12 Feb 2025 10:14:15 GMT

S25 Black, 5th of February I received my confirmation

Re: Where’s my order?

Anamari03 — Wed, 12 Feb 2025 12:04:44 GMT

The email says it will let me know when it’s been dispatched but haven’t had any back. I’ve tried to call multiple times on differed numbers for ee but it hasn’t been helpful or no answer
Sent from my iPhone

Re: Where’s my order?

Ali_A — Wed, 12 Feb 2025 12:17:50 GMT

Thanks @KT108

Which memory size did you order?

Ali

Re: Where’s my order?

KT108 — Wed, 12 Feb 2025 13:44:41 GMT

512GB Black Titanium

Re: Where’s my order?

Ali_A — Wed, 12 Feb 2025 15:57:20 GMT

@KT108

Thanks for confirming. I can see from the stock information they are being dispatched within 1 day, so normally would have expected it to be have been delivered by now. This would suggest there has been an order error.

You'd need to call through to Customer Service where the Digital Sales team will be able to look into this for you and correct the order and get the device shipped out as soon as possible.

Ali

Re: Where’s my order?

Anamari03 — Wed, 12 Feb 2025 17:04:44 GMT

Which number and options would be used to contact them?
Sent from my iPhone

Re: Where’s my order?

Alex_H — Wed, 12 Feb 2025 18:37:12 GMT

Hi @Anamari03,

Welcome to the EE Community

If you have placed an online order via ee.co.uk you can contact our digital sales team on 0800 0790 531

Or if you are an EE mobile customer you can also call us on 150 from your EE mobile or if not you can call us on 07953 966 150 from any phone. Option 1 will direct you to our visual menu where it will send you a link by text. Open the link and select Billing> Anything else and it will get you through to our customer care team to help.

Alex