topic Re: Uprgade Details not showing in Track my order in Orders

Uprgade Details not showing in Track my order

JohnGemmell76 — Wed, 04 Jun 2025 12:16:55 GMT

I upgraded last Thursday, by it doesn't recognise my order when I track my order. Also, doesn't look like my friends and family discount has been applied. Is this because it's a SIM only deal?

Re: Uprgade Details not showing in Track my order

Peter_W — Wed, 04 Jun 2025 15:21:05 GMT

Hi @JohnGemmell76.

Welcome to the Community 😊

Normally with a SIM Only upgrade this should go through very quickly, so it sounds like something hasn't quite gone right with the online order.

Please don't post this in public, but when you completed checkout did you get an order reference number starting with XK?
Peter

Re: Uprgade Details not showing in Track my order

JohnGemmell76 — Wed, 04 Jun 2025 15:49:10 GMT

Hi Peter,

Yes, I got an email confirmation with an XK number but when I check my account online, it's not recognising the order number when I try and track it.

I thought there was an issue because it wasn't recognising the order number, so tried to upgrade again, but there's no options showing (phones etc.).

Any ideas?

Re: Uprgade Details not showing in Track my order

Peter_W — Wed, 04 Jun 2025 16:37:11 GMT

Thanks for explaining there @JohnGemmell76.

I've just popped you over a private message with a few more details on how you can get this checked out.

Peter