topic Re: Missing phone upgrade in Orders

Missing phone upgrade

Badgerhair — Sat, 12 Apr 2025 14:26:28 GMT

Hi,

I ordered an upgrade and paid for it on March 31st. Since then no phone, no emails and no way to contact you as I am abroad. Please can you respond asap so I can figure out what went wrong. Thanks. I've been an EE customer for over 10 years.

Re: Missing phone upgrade

Chris_B — Sat, 12 Apr 2025 15:50:10 GMT

@Badgerhair if you need to speak with customer support you need to call them. This is a public forum and there is no account access from here and we don’t know who you are..

congrats on being a customer for 10 years not sure what that’s meant to mean,

Re: Missing phone upgrade

Schockwave — Sat, 12 Apr 2025 18:38:56 GMT

@Badgerhair , you are abroad and have ordered an upgrade, how do you expect that to work whilst you are out of the country?

Any account problems, you will have to speak to customer service, as this is a public forum with no account access and we have no idea who you are, so no one will from customer support will respond asap here in the forums.

Well, I have been with EE, previously Orange for almost 30 years!!!

Re: Missing phone upgrade

Michael_D — Sun, 13 Apr 2025 07:24:05 GMT

Hi @Badgerhair

Thanks for coming to the community.

As @Chris_B and @Schockwave have mentioned, we have no way of seeing the order from here, but I can check the stock to see if there are any delays.

What phone model did you order (including colour and storage size)?

Was the order placed online? If so, did you get a confirmation email or see an order number?

Michael

Re: Missing phone upgrade

bristolian — Sun, 13 Apr 2025 08:06:34 GMT

@Badgerhair wrote:

no way to contact you as I am abroad.

https://ee.co.uk/mobile/international/roaming-contacting-us-from-abroad

+44 7953 966150 should also work

Re: Missing phone upgrade

Schockwave — Sun, 13 Apr 2025 09:51:56 GMT

@Badgerhair , you can also contact customer service using Skype for free, see my signature.

Re: Missing phone upgrade

Badgerhair — Sun, 13 Apr 2025 13:05:58 GMT

Thank you, Michael. I really just need an email or some way of contacting EE that isn't by phone, because that doesn't work from here. Unless someone can call me? I had a confirmation number for the first one. But the tracking feature on the EE site AND the EE app does not work. So I can't track my order.

Re: Missing phone upgrade

Badgerhair — Sun, 13 Apr 2025 13:08:29 GMT

Thank you. I have tried all of this. For some reason it doesn't work from here. I just get the message to check the number in SPanish. EE can text me with codes. But I can't contact you. It is BEYOND frustrating.

Re: Missing phone upgrade

Peter_W — Mon, 14 Apr 2025 07:12:31 GMT

Hey @Badgerhair.

We don't have a team that can support with this via email directly, but if you're struggling to call from your phone whilst abroad there is the option to call via Skype like @Schockwave mentioned 😊

There's also the 'Message Us' option in the Help section of the EE app, but there's only certain queries they're able to assist with here.

Finally we do have a webform to raise this directly with our complaints team, and if you explain to them your circumstances there's a chance we can look at either calling you directly or sending more details in an email.

It's recommended that these can take around 7 days to be reviewed though, so it may not be an instant reply.

Peter