topic when i try and check the status of my upgrade order, t say "oops timed out" in Orders

when i try and check the status of my upgrade order, t say "oops timed out"

Stoney2910 — Wed, 12 Mar 2025 18:28:03 GMT

Upgraded yesterday - had email confirmation but not received any more updates - when i put the order number into the tracked on "my orders" it just says "oops your tracking has timed out"

was expecting it to be despatched today and delivered tomorrow

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JuliaSte — Wed, 12 Mar 2025 21:42:33 GMT

I have the same issue…

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Fendad — Thu, 13 Mar 2025 06:43:48 GMT

Me too

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Leanne_T — Thu, 13 Mar 2025 09:55:55 GMT

Morning @Stoney2910 @JuliaSte @Fendad

Thanks for coming to the community.

Is the tracking still showing the timed out message today? If so, could you try another web browser to see if the same shows.

Once the order has been dispatched, you will receive a text from DPD with tracking details for the delivery.

Leanne 🙂

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JuliaSte — Thu, 13 Mar 2025 10:49:24 GMT

Hey yes tried from Safari, Google, on the phone and Laptop all the same: “Oops! Tracking timed out”, and no DPD tracking number received or anything appears on the DPD app. Thx

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Leanne_T — Thu, 13 Mar 2025 11:00:41 GMT

Hi @JuliaSte

Thanks for coming back to me.

What device including colour and memory size did you order?

Leanne 🙂

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JuliaSte — Thu, 13 Mar 2025 11:02:03 GMT

Also it’s mentioned on you app that:

“Your order will usually be dispatched within 24 hours of you making your order with us, however usually it will be sooner than this. Your delivery will be sent via the courier DPD.”

In my case is 48 hours has passed and I have not received any updates about the order at all and no option to track this xko number because of this “oops! … timed out”, should I worry? Is the a number I can call with the person on the other end who might explain on which stage is the process please?

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JuliaSte — Thu, 13 Mar 2025 11:06:56 GMT

In my case it’s iPhone 15 Plus, 128GB Blue

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Leanne_T — Thu, 13 Mar 2025 11:16:04 GMT

Thanks very much @JuliaSte

This model is currently showing 'Usually despatched within 1 day' on the EE Shop.

If you have had no updates and unable to track the order, please call us on either 150 from an EE phone, or 0800 956 6000 from any other phone.

The team can check the order for you and give you an update.

Leanne.

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Dorrinell — Mon, 31 Mar 2025 17:34:17 GMT

I have the same problem.

iPhone 16 Pro Max 1TB Desert

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Michael_D — Tue, 01 Apr 2025 07:36:16 GMT

Hi @Dorrinell

Welcome to the community.

I know you'll be keen to get your hands on your new phone.

That model is showing as being out of stock at the moment, with the phone expected to be despatched within 7 days.

When did you place the order?

Michael

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Dorrinell — Tue, 01 Apr 2025 08:35:23 GMT

27 march

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Michael_D — Tue, 01 Apr 2025 08:46:59 GMT

Thanks @Dorrinell. If it was just on the 27th, it will be a little longer before the order is ready to be despatched, but you'll get a text or email when it is on the way.

Michael

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Dorrinell — Tue, 01 Apr 2025 09:24:08 GMT

Should I call? Should I just wait?

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Michael_D — Tue, 01 Apr 2025 09:32:27 GMT

I know the top of the email mentioned giving us a call, but the rest of the email doesn't seem to mention it and says it will be on the way so you shouldn't need to call and it is best to wait until the current 7 day wait time is up.

If you've not heard anything by Friday, I'd recommend giving our team a call.

Michael

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JamesGBfd — Tue, 01 Apr 2025 19:19:40 GMT

I have the same issue with my iPhone 16 Pro 512GB Desert Titanium that I ordered on the 29\3\25 and had the confirmation of my successful order, paid the £30 upfront payment and heard nothing since. Is this phone out of stock too? It's very frustrating that this seems to be a recurring problem and not sorted out. Thanks for any help.

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Leanne_T — Wed, 02 Apr 2025 08:12:43 GMT

Morning @JamesGBfd

Thanks for coming to the community.

This model is currently showing in stock and Usually despatched within 1 day on the EE Shop.

Did you upgrade or is this a new EE contract?

Thanks 🙂

Leanne.

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JamesGBfd — Wed, 02 Apr 2025 08:46:37 GMT

It was a new contract. Thank you for your help 👍🙏

Re: when i try and check the status of my upgrade order, t say "oops timed out"

Leanne_T — Wed, 02 Apr 2025 08:51:58 GMT

Thanks very much @JamesGBfd

If you give us a call on 0800 956 6000, the team will get the order checked for you and give you an update on when this will be dispatched 🙂

Leanne.

Re: when i try and check the status of my upgrade order, t say "oops timed out"

JamesGBfd — Wed, 02 Apr 2025 14:50:49 GMT

Thank you. They rang me shortly after I spoke to you and it's coming tomorrow. Thanks for your help. I don't know if it was a coincidence but either way it's sorted. 🙏👍😃