topic Re: What is happening with my order in Orders

What is happening with my order

EllisW07 — Sat, 11 Oct 2025 14:13:56 GMT

I placed an order that was accepted, direct debit was set up, dpd tracking was given, it arrived at my local depot and was then showing sent back to ee but it's not changed and it's been days and I've not been told why it's been sent back and not delivered

Re: What is happening with my order

Northerner — Sat, 11 Oct 2025 15:54:04 GMT

Hi @EllisW07

You'll need to speak to EE CS on 150 about this question.

Have you checked the DPD app. It maybe it will be delivered as I believe DPD were on strike.

Thanks

Re: What is happening with my order

EllisW07 — Sat, 11 Oct 2025 19:20:34 GMT

Thank you for the reply, is there a live chat option? Or is my parent who is my appointee allowed to talk on my behalf if she calls up, I am Autistic and struggle to speak to people I don't know and won't be able to explain what has happened.

Re: What is happening with my order

Katie_B — Sun, 12 Oct 2025 07:33:38 GMT

Hi @EllisW07.

Thanks for getting back to us.

Is your parent set up as a third party on your account?

If not, as long as you are present there is no problem at all in your parent speaking on your behalf.

The agent can then also look to set up third party access for you.

Hope this helps,

Katie

Re: What is happening with my order

EllisW07 — Sun, 12 Oct 2025 13:10:03 GMT

No she isn't, how does she do this? I am new to EE and she helped me to make my order, im not sure what that means.

Re: What is happening with my order

Katie_B — Sun, 12 Oct 2025 15:01:51 GMT

Hi @EllisW07.

Thanks for getting back to me.

If your parent is to call when you are with them, the team would need to pass security with yourself and then they will be able to discuss your order with your parent.

The team will also be able to set up 3rd party access in case your parent needs to call again on your behalf.

Katie