topic Re: new phone in Orders

new phone

Jsands7 — Wed, 24 Sep 2025 08:31:50 GMT

hi i ordered a new phone on sunday but when i enter the tracking number and email it shows nothing coming up and havent had any other messages about the phone. what is going on?

Re: new phone

Michael_D — Wed, 24 Sep 2025 10:35:33 GMT

Hi @Jsands7

Welcome to the community.

I know you'll want to get your hands on your phone as soon as possible.

Which model, including colour and storage size, did you order?

Are you using the order number starting XKO for the tracking? (Please don't put the full order number here).

Michael

Re: new phone

Jsands7 — Wed, 24 Sep 2025 10:55:35 GMT

iphone 16e in white and its a 256mb yes ive used that number but its not working

Re: new phone

Michael_D — Wed, 24 Sep 2025 11:12:41 GMT

That one won't show any tracking @Jsands7 , that is just the online order number. There would usually be another order/tracking number once the order has been processed.

If you go into the EE app, then select Manage then Orders, it should show there.

The model you've ordered is also showing in stock so I would have expected it to have been dispatched by now.

If nothing is showing in the EE app, I would recommend giving our customer service guides a call so they can bring up the account and order to see what is happening.

Michael

Re: new phone

Jsands7 — Wed, 24 Sep 2025 12:28:08 GMT

my old phone is broke and im not able to call anyone and live chat doesnt seem to work.

Re: new phone

Michael_D — Wed, 24 Sep 2025 12:33:42 GMT

@Jsands7 The chat option is in the EE app under Help > Message Us, but only for pay monthly contract mobile users.

If you aren't able to access that, and don't have another phone you could borrow, you can also visit an EE store, and they can put you in touch with our customer service guides.

Michael

Re: new phone

Jsands7 — Wed, 24 Sep 2025 12:50:03 GMT

I am pay monthly and have tried that option but the bot tells me to phone an ee guide which is extermeley annoying

Re: new phone

Michael_D — Wed, 24 Sep 2025 12:56:40 GMT

It may be that it needs to be checked by one of our guides @Jsands7.

If you don't have a landline or are unable to borrow a phone, the only other option would be to pop in store.

Michael

Re: new phone

Jsands7 — Wed, 24 Sep 2025 12:57:58 GMT

why does a massive company like EE not have a live chat helpline? ridiculous

Re: new phone

Michael_D — Wed, 24 Sep 2025 13:02:56 GMT

There is one there @Jsands7, which is what you have connected to, but not all queries can be answered that way.

If the bot has not been able to answer the query, and is not able to pass you to a guide, you'll need to call yourself, or go to an EE store for them to put you in contact with someone who can help.

Michael