topic Re: Why are EE processes and customer service so poorly designed and useless? in Orders

Why are EE processes and customer service so poorly designed and useless?

tireduser — Mon, 12 Jan 2026 10:19:06 GMT

I recently ordered a new phone from EE as my phone was stolen earlier in the day. It had to be from the website because for some wild and stupid reason you can't buy a handset on it's own from any EE stores, that's a genius way to miss out of sales!

When ordering the device, I had to put in all the usual details, address, phone number, email etc. But at no point does EE inform you that this phone number will be used to send a SMS pin code for delivery. Something not particularly useful if your phone has recently been stolen.

To all the idiots in previous threads stating DPD also sends the PIN number via email, I have just spoken with DPD and they confirmed they only send the PIN through SMS because EE only shares the customers phone number order.

Thanks for being a garbage company, I'm looking forward to returning the phone and changing our household's phone contracts and broadband away from EE 😀

Re: Why are EE processes and customer service so poorly designed and useless?

Schockwave — Mon, 12 Jan 2026 11:15:29 GMT

Hello @tireduser ,

Welcome to the community,

If you download the DPD app, you will find the PIN number there when they are delivering the new phone, which you show the driver.

Re: Why are EE processes and customer service so poorly designed and useless?

tireduser — Mon, 12 Jan 2026 11:21:17 GMT

"as my phone was stolen earlier in the day"

If I had a phone to download the app onto, I'd have a phone to receive a SMS...

Re: Why are EE processes and customer service so poorly designed and useless?

Chris_B — Mon, 12 Jan 2026 13:52:39 GMT

@tireduser you can purchase phones from a store you have to purchase them on pay as you go as that’s how they are sold and any other device is sold with a contract. you can also purchase outright from places like Argos and curry’s.

Re: Why are EE processes and customer service so poorly designed and useless?

bristolian — Mon, 12 Jan 2026 16:00:59 GMT

Security measures are never put in-place just to be awkward, or to create complaints, without good reason.

You could attend an EE retail store with photographic ID to obtain a replacement SIM. Then put that SIM in a temporary or spare phone, in order to receive SMS. Or just have a postal delivery to your billing address if time isn't of the essence.

Most issues such as this can be worked out if they're approached constructively.

@tireduser wrote:
If I had a phone to download the app onto, I'd have a phone to receive a SMS...

You can download the app onto any compatible tablet also, it doesn't need to be a phone specifically.