https://community.ee.co.uk/t5/Orders/Very-disappointed-with-EE/m-p/1586022#M89966 <P>I upgraded my iPhone 15 pro max to a iPhone 17 pro max as I was near the end of my contract, as it was 2 months before the actual end date I had to pay £108 , they said it would be around 2 weeks before I got my new phone, a few days later I received confirmation from EE that my new phone would be delivered, on the day I received my parcel it felt very light , all that was inside was a welcome letter , screen protectors and I also received a confirmation text that my new phone had been delivered, so I contacted EE to investigate and they could see that the device has never been turned on and no data was being used on the device , I’m being made to pay for a contract for a phone I never received, my claim got rejected by EE and I’m having to go through legal advice outside of EE , extremely disappointed with EE , the parcel has not been tampered with in anyway so I suspect someone in the warehouse has not done there job and either stole the phone or just not bothered to pack it , ridiculous that I’m being made to pay.&nbsp;</P> Fri, 28 Nov 2025 15:34:45 GMT Nheaton123 2025-11-28T15:34:45Z https://community.ee.co.uk/t5/Orders/Very-disappointed-with-EE/m-p/1586022#M89966 <P>I upgraded my iPhone 15 pro max to a iPhone 17 pro max as I was near the end of my contract, as it was 2 months before the actual end date I had to pay £108 , they said it would be around 2 weeks before I got my new phone, a few days later I received confirmation from EE that my new phone would be delivered, on the day I received my parcel it felt very light , all that was inside was a welcome letter , screen protectors and I also received a confirmation text that my new phone had been delivered, so I contacted EE to investigate and they could see that the device has never been turned on and no data was being used on the device , I’m being made to pay for a contract for a phone I never received, my claim got rejected by EE and I’m having to go through legal advice outside of EE , extremely disappointed with EE , the parcel has not been tampered with in anyway so I suspect someone in the warehouse has not done there job and either stole the phone or just not bothered to pack it , ridiculous that I’m being made to pay.&nbsp;</P> Fri, 28 Nov 2025 15:34:45 GMT https://community.ee.co.uk/t5/Orders/Very-disappointed-with-EE/m-p/1586022#M89966 Nheaton123 2025-11-28T15:34:45Z https://community.ee.co.uk/t5/Orders/Very-disappointed-with-EE/m-p/1586075#M89974 <P>Hi <SPAN style="background: var(--ck-color-mention-background); color: var(--ck-color-mention-text);"><a href="https://community.ee.co.uk/t5/user/viewprofilepage/user-id/4184794">@Nheaton123</a></SPAN>,</P> <P>Welcome to the Community!</P> <P>I'm so sorry to hear about what has happened with your order, and I can absolutely understand your frustration over this situation. I'd recommend <A href="https://ee.co.uk/help/contact-ee/complaint" target="_blank">making a complaint</A>, and our team will be able to take a look further into this for you.</P> <P>Rach</P> Fri, 28 Nov 2025 18:50:20 GMT https://community.ee.co.uk/t5/Orders/Very-disappointed-with-EE/m-p/1586075#M89974 Rach_H 2025-11-28T18:50:20Z