topic Re: Pixel 10 Pro XL still awaiting confirmation in Orders

Pixel 10 Pro XL still awaiting confirmation

Dsear — Thu, 28 Aug 2025 17:11:24 GMT

So ordered last week over the phone and received confirmation. Expected delivery today (so took the day off work), however the order is still stuck on Awaiting Confirmation suggesting I may not even get it this week?

256GB Porcelain which seems to be in stock, and seems I can't even go onto a store to collect it there.

Just wondering when I will get the phone I have ordered.

Re: Pixel 10 Pro XL still awaiting confirmation

Dsear — Thu, 28 Aug 2025 17:13:59 GMT

Nothing on the DPD app either to suggest a delivery has even been set up. Just disappointed and confused.

Re: Pixel 10 Pro XL still awaiting confirmation

Chris_B — Thu, 28 Aug 2025 18:06:17 GMT

@Dsear Of it says waiting confirmation you need to speak with customer support. If you don’t it’ll not get shipped.

Re: Pixel 10 Pro XL still awaiting confirmation

Leanne_T — Fri, 29 Aug 2025 09:07:07 GMT

Hi there @Dsear

Thanks for coming to the community and for ordering with us.

As this device is currently showing in stock and 'usually despatched within 1 day', on the EE Shop online, we would need to check the order for you, to do this please give us a call as @Chris_B has advised. The team will be able to provide an update and let you know when this is expected to be dispatched. Once your device is on it's way to you, DPD will be in touch with tracking details for the delivery to let you know the date and time this is expected.

Let us know how you get on.

Leanne.

Re: Pixel 10 Pro XL still awaiting confirmation

Dsear — Fri, 29 Aug 2025 12:19:12 GMT

I have called several times - am just told its not yet been picked... but no indication of when this might actually be done.
Stock is available, I am just no closer to getting the phone I was expecting yesterday and it looks like it will go into next week.

The lack of pro-active communication for any delays is frustrating, when you have been waiting several months for the phone to come out, to then preorder and it not arrive, I am starting to lose trust in using EE.

Re: Pixel 10 Pro XL still awaiting confirmation

Rach_H — Fri, 29 Aug 2025 17:36:20 GMT

We do aim to get your phone to you as swiftly as possible, on a first come first served basis @Dsear.

I would recommend getting back in touch with the team to query this, as we would expect this to have been dispatched and they may be able to follow this up for you.

Rach

Re: Pixel 10 Pro XL still awaiting confirmation

Amy335 — Fri, 29 Aug 2025 17:41:49 GMT

Same for me, pre ordered 23rd for porcelain, paid for next day delivery. Order status showing as "awaiting confirmation" though I can walk into a store and get the device and it is also showing as delivery in 1 day online. Spoke on chat with Customer team, no use at all. No indication as to when the phone will be picked. No clear updates at all.

Re: Pixel 10 Pro XL still awaiting confirmation

Rach_H — Fri, 29 Aug 2025 17:55:24 GMT

I'd recommend reaching back out to them, as they will be able to resolve this if your order is stuck in the system. It may be easier for your current order to be cancelled and then to have another order placed, but I'm unsure, as we do not have account access here on the Community.

If you're not happy with the service you receive then you are able to log a complaint, and ask to escalate your call to a team leader.

Rach

Re: Pixel 10 Pro XL still awaiting confirmation

Amy335 — Fri, 29 Aug 2025 19:03:07 GMT

After over 1 hour on the phone, I've had to cancel the pre order and have a new plan (exactly the same price) and having it delivered next day at my local ee store. A lot of messing around. No one was able to explain why despite pre ordering we have no updates.

Re: Pixel 10 Pro XL still awaiting confirmation

Leanne_T — Sat, 30 Aug 2025 07:58:17 GMT

Hi @Amy335

Thanks for coming back to us.

I am very sorry this has happened with your pre-order, and appreciate you coming back to let us know this has been re-ordered to the EE Store.

I hope you love your new phone once you have picked this up.

Leanne.

Re: Pixel 10 Pro XL still awaiting confirmation

Dsear — Sun, 31 Aug 2025 19:50:30 GMT

I have had to do something similar, managed to find an EE store which had just received stock of the Pro XL who helpfully cancelled my pre-order and processed a new order in store.

Not sure if it is just the Porcelain that has had some type of technical issue, but for something that should have been picked and dispatched on Wednesday, it shouldn't still be outstanding 3 days later and require customers to cancel and re-order to actually receive their item.

Re: Pixel 10 Pro XL still awaiting confirmation

Leanne_T — Mon, 01 Sep 2025 08:16:49 GMT

Hi @Dsear

Thank you for coming back to us and letting us know you have been to store to get this sorted. I am very sorry this happened when you pre-ordered and if you would like to discuss the pre-order further, please get in touch with our mobile guides by calling 150.

Thanks.

Leanne.