topic Re: New order, contacted by EE - genuine or scammy? in Orders

New order, contacted by EE - genuine or scammy?

goto10 — Wed, 26 Feb 2025 19:10:25 GMT

I've placed an order with EE (long standing customer), I received a text saying there's a problem with the order, and to contact ee.co.uk/message-us - this then redirects to https://ee-livechat.sprinklr.com/

Before they will answer anything, they send an OTP to my phone and ask for it to be read back to them, this immediately raises alarm bells, whilst I feel it probably is genuine, I couldn't give the OTP over in good conscience without checking the legitimacy of these links. Are these genuine EE links?

Thanks.

Re: New order, contacted by EE - genuine or scammy?

Chris_B — Wed, 26 Feb 2025 20:44:33 GMT

@goto10 Nothing stopping you from calling customer support on 150. If it’s genuine and you don’t contact customer support the order will probably be cancelled.

Re: New order, contacted by EE - genuine or scammy?

bristolian — Wed, 26 Feb 2025 22:43:07 GMT

If you're definitely clicking on an official ee.co.uk domain page, then any redirects do sound genuine.

Re: New order, contacted by EE - genuine or scammy?

Lesley_W — Thu, 27 Feb 2025 09:58:24 GMT

Hi @goto10

Thanks for coming to our community.

I can confirm this link is genuine and is for our messaging team.

Lesley

Re: New order, contacted by EE - genuine or scammy?

goto10 — Thu, 27 Feb 2025 12:00:30 GMT

Perfect, thank you.

(Now spoken to the team, it turns out that the 'Good as New' order I put in was out of stock, d'oh, c'est la vie - new it is)

Re: New order, contacted by EE - genuine or scammy?

Lesley_W — Thu, 27 Feb 2025 12:46:23 GMT

I'm pleased you're sorted @goto10

Hope you love the new phone!

Lesley

Re: New order, contacted by EE - genuine or scammy?

Kbuffham — Tue, 07 Jul 2026 17:30:50 GMT

Not getting a reply when clicking the link provided on the message (same link as above). Is there an email I can contact? I am unable to communicate over a phone call

Re: New order, contacted by EE - genuine or scammy?

Debbie_G — Wed, 08 Jul 2026 07:53:45 GMT

Thanks for coming to the community, @Kbuffham

We don’t have the ability to access personal details or check order information here on the Community. I’d recommend getting back in touch with our Customer Support team so they can check for anything incomplete or pending with the order or finance application and confirm the current status.

You can find more details, including contact information, on our EE Tech orders incl. add to plan items, accessories and SIM-free handsets page.

They’ll be able to look into this and help further.

Debbie