topic Re: What happened to my order? in Orders

What happened to my order?

PJJames1 — Sun, 31 May 2026 13:21:08 GMT

Attempting to get a paymonthly phone and contract, already have broadband and TV with EE. Placed the order online on Thursday, signed contract, received email with contract details, pup front payment shown as pending in my bank account but haven't received anything else. No order number or order confirmation. Have spend a couple of hours trying to get information today without any real success. On chat to service team member (Ankit) he said

"I have checked and the account is Tentative as of now.
You will receive all the information of the account and order in next 24-48 working hours.
As the team is working on your account by doing necessary checks."

Then later he suggested that I call 07953 966 150 to setup a mobile account. When I reminded him what he had said earlier the chat immeadiately closed.

To me it feels like the process has been interrupted. I just want to know is the account going to be setup and a phone arrive or do I need to start again on the order?

Is there a phone number to speak to a service team member?

Re: What happened to my order?

Ali_A — Mon, 01 Jun 2026 15:06:55 GMT

Hi @PJJames1

Welcome to the Community.

Sorry to hear you're still waiting for an update on your order. You can track your order on our Track Your Order page.

Please check your junk/spam folder if you've received a follow-up email confirming your has been processed.
If you've not received any follow-up email you'll need to give our Customer Service team a call where a guide in the Digital Sales team can check your order went through successfully.

Just out of interest, what was the make and model device you ordered? I'd like to check stock levels for you to see if that may be the reason.

Ali

Re: What happened to my order?

PJJames1 — Mon, 01 Jun 2026 16:43:32 GMT

Hi Ali_A,

Thanks for your response. Unfortunately I don't have an order number so cannot track the order. and you will have seen the suggestion I got from the service team on a chat.

I think that the process is broken otherwise I would not still be waiting for a response.

I was attempting to get an iPhone 17 Pro max and they don't seem to be in short supply.

Regards, Paul

Re: What happened to my order?

Peter_W — Mon, 01 Jun 2026 17:28:21 GMT

Hey there @PJJames1.

As @Ali_A mentioned, our digital sales team (also known as Web sales) will be your best bet for getting this all checked out.

Very occasionally something will prevent an order placed online from transferring over to our account system, and they're a dedicated team for checking these orders and pushing them through.

Even if you don't have an order reference, they can usually search our system with your details to locate the order.

If you give us a call on the number listed in the link above, then follow the options for billing, once connected with a Guide you can request to speak with the web sales team.

Peter