topic Where is my phone? in Orders

Where is my phone?

gfb45 — Thu, 01 May 2025 09:32:42 GMT

I can't find the order number to track my new phone. Looked in spam folder but no sign of it. I know a delivery was attempted to my old address, not the one that BT use. Help!

Re: Where is my phone?

Schockwave — Thu, 01 May 2025 10:17:42 GMT

Hello @gfb45 ,

Welcome to the community,

I would suggest ringing customer service to speak to them by pressing option 2 to get to one of the guides.

Deliveries are done by DPD and you should receive a text by the evening before delivery and one on the day of delivery with a one hour window.

Did you give EE your new address and does DPD have the same address or your old address?

Re: Where is my phone?

gfb45 — Thu, 01 May 2025 18:38:14 GMT

Thanks. EE used my old address. The order was through BT, who know my current address as it's where they get payed from and where they have sent three engineers recently. Looks like I will have to phone, with all the misery that involves! Hit a couple of dead ends on the EE website where chunks of it didn't work (they say they are aware and working to fix it) when I tried to find out what's happening. Things can only get better!

Re: Where is my phone?

gfb45 — Thu, 01 May 2025 18:39:16 GMT

No texts from DPD before the attempted delivery.

Re: Where is my phone?

Christopher_G — Fri, 02 May 2025 07:07:27 GMT

Hi @gfb45

Welcome to the community.

Calling is definitely the best option here. They'll be able to check the order and make sure everything is correct for re-delivery.

Please let us know how it goes.

Chris