topic Re: iPhone 17 Pro Max issue in Orders

iPhone 17 Pro Max issue

Solaris1 — Tue, 23 Sep 2025 06:23:09 GMT

Hi folks,

so I pre ordered in the 14th of the 17 pro max in orange, they immediately took the early upgrade fee and the deposit (£403) and I received the message for the XKO number. Since then the money they took has no appeared as a “credit” on my app and the tracking for the XKO doesn’t show as the order has been confirmed or if there is an estimated delivery date. I understand there is delays, but surely I would have an estimated delivery date date by now? I’m just worried that they have taken this money and not actually completed the order. This is not the first time I have had issues with EE and I’m now starting to lose any trust with them.
has anyone else has the same experience that they can re assure me it’s going to work out ?

Re: iPhone 17 Pro Max issue

Northerner — Tue, 23 Sep 2025 07:20:56 GMT

Hi @Solaris1

Try searching the forums there are many threads. Keep monitoring EE order tracking: https://ee.co.uk/help/orders

Download the app to monitor the delivery.

Alternatively call EE CS on 150.

Re: iPhone 17 Pro Max issue

Michael_D — Tue, 23 Sep 2025 09:36:23 GMT

Hi @Solaris1

Welcome to the community.

I know you'll want to make sure everything is going smoothly with your order.

It is normal for any upfront or early upgrade fees to show as a credit. When the order is processed, the charges are applied to the bill, so that there is a record of what you are paying, and it is then covered by the fees you've paid.

I can't see the order itself, but I can get you a rough guide as to when you may expect the delivery.

Which storage size did you order?

Michael

Re: iPhone 17 Pro Max issue

Solaris1 — Tue, 23 Sep 2025 11:35:40 GMT

Hi Michael,

Thank you for the info. I ordered the 17 pro max , cosmic orange in the 256 gb variant. Ordered on the 14th 🙂 .

Thanks

Re: iPhone 17 Pro Max issue

Michael_D — Tue, 23 Sep 2025 12:36:39 GMT

Thanks @Solaris1

That version is showing that the expected dispatch time did change on the 14th. In the morning/early afternoon it was up to 21 days for dispatch, and it then changed to more than 28 days in the late afternoon.

It is back to within 28 days for orders placed now and orders are being dispatched in the order they were placed.

Once there is stock for your order, you'll be notified by DPD that it is on the way.

Michael

Re: iPhone 17 Pro Max issue

Solaris1 — Tue, 23 Sep 2025 14:31:46 GMT

Thank you for the update, i ordered at like 7am so hopefully that means within 21 days. Just for reference , is it 21 days from order or from release? Ive seen conflicting things 😅

Re: iPhone 17 Pro Max issue

Katie_B — Wed, 24 Sep 2025 09:05:01 GMT

Hi @Solaris1.

It would be from the date you placed your order.

Hope this helps,

Katie

Re: iPhone 17 Pro Max issue

Hh661 — Wed, 24 Sep 2025 23:06:13 GMT

Hi Micheal can you please help me with my order? I ordered the iPhone 17 pro max in silver 256gb. Will that be around 28 days too?

thank you! 🙂 x

Re: iPhone 17 Pro Max issue

Michael_D — Thu, 25 Sep 2025 07:23:04 GMT

I can have a look @Hh661. When did you place the order?

Michael

Re: iPhone 17 Pro Max issue

Rubilly — Thu, 25 Sep 2025 09:50:19 GMT

If that’s the case of it being sent out in the order placed, do you want to explain why people that ordered after those that made orders on the 12th for the same model etc are receiving theirs sooner than us on the 12th? That’s highly unacceptable, and also why can no one give the same responses or update their customers properly?!

Re: iPhone 17 Pro Max issue

Michael_D — Thu, 25 Sep 2025 10:15:12 GMT

We have no way of looking at what is happening with individual orders @Rubilly. We can only see information from the stock tables, which gives us information on the latest timescales and when the timescales changed.

If you are wanting to discuss your order, you would need to speak to our customer service guides.

Michael

Re: iPhone 17 Pro Max issue

Rubilly — Thu, 25 Sep 2025 12:57:02 GMT

I’ve called them but my point is all the guides etc are saying it’s first come, first served and it’s really not and there’s no explanation as to why people ordering later than those who ordered before them are still not receiving theirs.
Same models, same storage, same colour. Someone who ordered 5 days after has already received theirs and yet I’m still being told I’m now approximately the 10th October but there’s 0 guarantee it will even come then.

I’ve since ordered with another provider to see who will come sooner.

Re: iPhone 17 Pro Max issue

Hh661 — Thu, 25 Sep 2025 15:31:33 GMT

Hi I placed the order 2 days ago

Sent from my iPhone

Re: iPhone 17 Pro Max issue

Hh661 — Thu, 25 Sep 2025 16:04:04 GMT

Hi michael, 2 days ago. Thank youuu!

Re: iPhone 17 Pro Max issue

Katie_B — Thu, 25 Sep 2025 16:25:54 GMT

Hello @Hh661.

If you are unable to track your order online and would like an update on your order please give us a call.

Our customer service guides will be happy to look into this for you.

Katie

Re: iPhone 17 Pro Max issue

leecharles81 — Fri, 26 Sep 2025 09:48:46 GMT

Hi Michael, would you be possibly be able to tell me stock levels for the pro max cosmic orange 512 GB , ordered on the 12th took an early upgrade fee bit in got a xko order number and on monday 15 got a message from ee sayin problem with your order and to get back in track get in touch, so i rang on monday am the 15th was told order cancelled due to being able to upgrade 10 months now and not 12 so was no fee and i was getting refunded back which i have been, so reordered the phone but sadly was now up to 21 days , so ive still not recieved it and got an email on tue that its still on track and just waiting manufacturer sendin more to yourselves, im just wondering if you can help on stock of this please as hopefully should be recievin by end of next week

Re: iPhone 17 Pro Max issue

Katie_B — Fri, 26 Sep 2025 09:52:02 GMT

Hi @leecharles81.

Thanks for coming here.

The timescale now shows to expect despatch within 28 days.

If the timescale provided at point of order was 21 days your delivery will be within this time frame.

Once your order begins to progress you will be notified and provided with further tracking information.

Katie

Re: iPhone 17 Pro Max issue

leecharles81 — Fri, 26 Sep 2025 10:00:07 GMT

Hi Katie, no problem, thanks for the quick response, yeah it was within 21 days , was just wondering if you'd be able to tell me if you guys had any still in stock or waiting to recieve more from apple, or where abouts on the list id be , as must be close to maybe the next batch x

Re: iPhone 17 Pro Max issue

Katie_B — Fri, 26 Sep 2025 10:11:58 GMT

Hi @Hh661.

Unfortunately, we have no access here on the community to provide you with information your order.

You should receive an update soon.

Katie

Re: iPhone 17 Pro Max issue

Lewis115 — Fri, 26 Sep 2025 13:40:29 GMT

Hi Katie I ordered a 17PM 256GB deep blue on the 16th at about 5 pm what here the estimated wait time when I ordered