topic Re: Order progress? in Orders

Order progress?

soupladel — Tue, 21 Apr 2026 18:11:41 GMT

So i placed an order on Saturday for a new phone (upgrade iPhone 17 Pro Max 1tb Blue) and it was nothing short of torture. i placed the order via the EE app/live chat and it took close to 3 hours to complete the order.

My reason for the post isnt because of the length of time it took (which also inlcuded nearly two hours on the friday which only ended because we hit 11pm and i was told to rejoin the chat the next day) but i got absolutely nothing in terms of a confirmation of the order.

I know the moodel is out of stock with a potention order taking upto 14 days, but i am feeling a little uneasy that i have had nothinq in terms of a confirmation that the order exists. Is this normal for a device that is out of stock or do i need make contact with customer service to be sure the order is actually in the queue?

Re: Order progress?

Chris_B — Wed, 22 Apr 2026 07:21:32 GMT

@soupladel best to call to make sure

Re: Order progress?

Michael_D — Wed, 22 Apr 2026 07:22:45 GMT

Hi @soupladel

Thanks for coming to the community.

I can understand your frustration at the amount of time it took to process your upgrade.

You would normally still get an order confirmation, even if the phone is out of stock, just to let you know what you have ordered.

I'm sure there will be nothing wrong with the order, but it would be best to give our customer service guides a call so they can make sure that the order is showing on the account, and if not, help to get it processed.

Michael

Re: Order progress?

soupladel — Wed, 22 Apr 2026 23:40:55 GMT

I did actually call CS and it was almost as torturous the person on the phone was clearly suffering from a cold and they kept sniffling and sounded like they were eating something. They claimed that my order was in progress and the reason they haven’t sent the order confirmation is because there is no stock!!!

to make matters worse, my attempted orders on the Friday showed up on my credit card but have since been refunded, there was something weird happening with my credit card. When I phoned on the Saturday three attempts were made to pay the upfront cost on a different card, the first outright failed, the second initially failed but I tried again and it succeeded but the person on the phone told me it had failed and I would need to try again so I was sent a third link to try which seemed to work and I was told the order was complete despite the fact I have not received a confirmation email.

when I phoned CS on Tuesday evening I also asked about the fact my credit was still showing as two charges and I was assured that the person on the phone could only see one charge and the erroneous charges would be corrected but I am really not confident that anything has been done correct for the reasons outlined above.

to make matters worse I contacted my credit card and they confirmed that there was three charges and as I had confirmed I had placed these they wouldn’t be able to do anything about them until such time as I had attempted to address these with EE. I am really frustrated by all this and I have zero confidence I will ever get my phone or my charges refunded

Re: Order progress?

soupladel — Wed, 22 Apr 2026 23:43:13 GMT

Actually a slight correction the erroneous charges have been refunded but I still don’t have any confirmation my order was even placed

Re: Order progress?

Rach_H — Fri, 24 Apr 2026 08:55:08 GMT

If you'e still unsure of what is happening with your order then it may be worth reaching back out to the team @soupladel, and they will be able to confirm what is going on.

Rach

Re: Order progress?

soupladel — Fri, 24 Apr 2026 14:15:11 GMT

I have had an email from someone proclaiming to be from EE but they have replied from a Gmail account which seems a bit sus?

Re: Order progress?

Rach_H — Fri, 24 Apr 2026 14:42:10 GMT

I'm not aware of any gmail address that our team would message you from, so I'd recommend calling to discuss this instead @soupladel.

Rach

Re: Order progress?

soupladel — Fri, 24 Apr 2026 15:45:05 GMT

I spoke to 150 again and whilst I am still not happy that my order is actually getting progressed, I at least now have an order number which doesn’t work on the tracker

it begins 02……

Re: Order progress?

Rach_H — Fri, 24 Apr 2026 15:58:47 GMT

If the team could see your order then it sounds like things are on the right track @soupladel.

Rach