topic Re: When am I expected to receive my upgrade? in Orders

When am I expected to receive my upgrade?

charlzzzclark — Mon, 01 Dec 2025 01:46:18 GMT

Ordered an orange 256gb iPhone pro (not max) last week, said dispatched within 3 days.. not heard anything since. Please can I be updated?

thanks

Re: When am I expected to receive my upgrade?

Chris_S — Mon, 01 Dec 2025 09:55:46 GMT

Hi @charlzzzclark

Great choice of phone and colour there.

I've just checked on our stock list, and it does seem consistent with what you've been informed.

Which day last week did you order your new device?

Chris S

Re: When am I expected to receive my upgrade?

charlzzzclark — Mon, 01 Dec 2025 10:58:48 GMT

That’s good to know!! It was Thursday - not sure if Saturdays are counted or if it’s working days!

thanks 🙂

Re: When am I expected to receive my upgrade?

Chris_S — Mon, 01 Dec 2025 12:22:01 GMT

Thanks for letting me know @charlzzzclark

The wait time is working days, so I can imagine you'll get a notification from our couriers tomorrow or possibly the day after.

When the couriers are ready to get your device delivered, you'll get a text with a delivery window, so keep an eye out for the text message.

I'd recommend downloading the DPD app so you can keep updated on the progress of the delivery.

Chris S

Re: When am I expected to receive my upgrade?

charlzzzclark — Tue, 02 Dec 2025 23:59:12 GMT

Thank you!!

apparently delivery was attempted - I had no knowledge of this whatsoever, until I queried.

tracking is now showing as below: does this mean it’s gone back? It’s been at the depot since Saturday, can this be overridden?

thanks

Re: When am I expected to receive my upgrade?

Alex_H — Wed, 03 Dec 2025 09:43:13 GMT

@charlzzzclark I am sorry once a return to sender is requested it is not possible to override this. That does mean the phone will be on its way back to us and once received in the warehouse the order would be cancelled and the account and any charges reversed. Once done you would be able to place a new order.

Alex

Re: When am I expected to receive my upgrade?

charlzzzclark — Sun, 07 Dec 2025 05:05:25 GMT

Thanks -

the phone was sent back on the 3rd of December, I’ve checked the tracking and it’s still not been received by EE, or been updated at all.

Do I need to report this as missing? I’m conscious now this month I am paying for a phone I’ve not had, as my account is still showing the pro details.

thanks

Re: When am I expected to receive my upgrade?

Chris_S — Sun, 07 Dec 2025 12:30:33 GMT

Hi @charlzzzclark

I can imagine it's concerning that it's still not showing as returned yet

I'd recommended getting in touch with one of our guides so they can get this looked into for you as it's possible that the tracker hasn't updated.

Chris S