topic Re: Upgrade order issues in Orders

Upgrade order issues

eehelpneeded — Tue, 24 Feb 2026 12:48:09 GMT

I placed an order for an upgrade as my phone was broke.

I was told it would be delivered in 24 hours (it's now past that). I can't track the order as it says 'Sorry, that didn't work!' when I enter the order number and email address.

I've had no further update since a confirmation email and I can't ring EE due to phone issues. Also, the live chat I used to sort the upgrade now seems to have disappeared! What should I do?

Re: Upgrade order issues

Chris_B — Tue, 24 Feb 2026 13:38:25 GMT

@eehelpneeded Use a different phone to call customer support ( see below). What did you order ? Model spec and colour?

Re: Upgrade order issues

eehelpneeded — Tue, 24 Feb 2026 13:45:09 GMT

I'll have to at some point but I'm on my own and work makes it difficult.

I ordered: Refurbished iPhone 14 128GB Midnight.

I have managed to get on tracking occasionally since I posted and it has not reached the 'Awaiting dispatch' stage. I placed the order on Monday morning and was told it would be here today.

Re: Upgrade order issues

Christopher_G — Tue, 24 Feb 2026 16:12:33 GMT

Hi @eehelpneeded

Welcome to the community.

I've checked our stock levels and can't see any stock for that specific phone on a Good as New upgrade. I definitely recommend calling to speak with our Customer Support team, so they can check the order for you and run through your options.

Chris