topic Re: Order Reference in Orders

Order Reference

templarkera — Thu, 25 Dec 2025 13:37:54 GMT

EE don’t recognise order number they provided and I need it to know through EE app to track my order. It also don’t recognise the email either despite being logged in on the said email. I’m a new customer.

Re: Order Reference

Northerner — Thu, 25 Dec 2025 14:34:31 GMT

Hi @templarkera

If order tracking is not working then you'll need to speak to EE CS on 150. There is no account access on these forums

https://ee.co.uk/help/orders

https://ee.co.uk/help/contact-ee

Thanks

Re: Order Reference

templarkera — Fri, 26 Dec 2025 10:10:43 GMT

They don’t recognise their own order number how is ringing going to help, they’ll just type the non existing order number into their system like us on the tracking page just to get the same result. Seen the same complaints multiple times in the community chats. Had I known this scam I’d have avoided them. Orange still being orange I guess.

Re: Order Reference

Michael_D — Fri, 26 Dec 2025 12:10:37 GMT

Hi @templarkera

If the order number you are trying to use starts with XKO, it may not be found using the online order tracker, as this order number is just the web order number prior to it being processed.

If you give our customer service guides a call as @Northerner suggested, they'll be able to locate the account using other information, and locate the order that way.

If there is another order number for you to use on the online tracker, they'll be able to give you that.

Michael

Re: Order Reference

templarkera — Fri, 26 Dec 2025 13:33:39 GMT

I know the iko one don’t work. As i previously stated ringing them just going to yield the same result as the tracking system still the same tracking system. This problem still exist. They didn’t recognise their own order numbers back in the day of orange when I had the e313. Same company same problem still existing you'd think it’d be fixed by now. Got save money somewhere i guess.

Re: Order Reference

Michael_D — Fri, 26 Dec 2025 13:36:03 GMT

If you are having trouble seeing the order, then the team can look into it @templarkera.

If you are a new customer but have been with us in the past, it is possible that there is something in the background that is preventing it from working as expected.

Calling the team will be the best option so they can try to help, as without that you'll not get any updates at all until it is on the way.

Michael