topic Re: How long until phone dispatched in Orders

How long until phone dispatched

shane1258 — Mon, 08 Dec 2025 15:09:20 GMT

Hi can anyone help please. I ordered a new phone on the 4th however the tracking I have received won't load anything in, it says "timed out". My account is saying suspended, however I'm not sure if this is due to previously having an account that was closed down. So I currently have no way of seeing my order or any progress, it is a black iPhone 17 256gb. I just wanted to see if there was a way to see the order or the progress.

Re: How long until phone dispatched

Lesley_W — Mon, 08 Dec 2025 17:53:45 GMT

Hi @shane1258

Welcome to our community.

The timescales for the iPhone 17 256gb black is usually within 7 days at the moment. The tracking should update when the stock is in and assigned to your order.

Are you returning to EE as a new customer again or was this an upgrade?

Lesley

Re: How long until phone dispatched

shane1258 — Mon, 08 Dec 2025 18:05:16 GMT

Thanks for the information Lesley.

I'm a returning customer, when I completed the order online it was the same email address on the account from when I had been a customer previously.

Re: How long until phone dispatched

Lesley_W — Mon, 08 Dec 2025 18:12:30 GMT

Thanks for the extra info @shane1258

It's lovely to have you back! It definitely sounds like your old account is what is being displayed when logging in. If this doesn't update when you get your new phone, our customer service team can update this for you.

Lesley

Re: How long until phone dispatched

shane1258 — Mon, 08 Dec 2025 18:18:11 GMT

Does that mean I just have to wait until I get an email saying DPD are delivering it rather than been able to log in to see any sort of update?

Re: How long until phone dispatched

Lesley_W — Mon, 08 Dec 2025 18:53:30 GMT

You could speak to our team and see if they can correct your online account before you get your phone @shane1258

But your tracker may just not have any updates at the moment and will display correctly once the phone is ready to be delivered.

If you have time, it is worth a call to see if they can correct it early for you.

Lesley