topic Upgrade - new problems in Orders

Upgrade - new problems

Milecki — Thu, 06 Aug 2026 08:10:46 GMT

Hello.

I recently struggled to connect a new SIM card to the phone I received as part of my contract extension.

After many attempts, I succeeded and I hope it stays that way.
I have a different problem, actually, it's not mine. This morning I received a notification that I will be receiving a new phone... the same one I received a few days ago.

Any ideas?

Thank you.

Re: Upgrade - new problems

Debbie_G — Thu, 06 Aug 2026 10:13:07 GMT

Hi @Milecki.

Welcome to the Community.

I'm glad to hear you were able to get your new SIM up and running.

Can you let us know where you received the notification about another phone being sent? Was this by text or email?

Is there a second order showing on your account at all?

Debbie

Re: Upgrade - new problems

Milecki — Thu, 06 Aug 2026 10:21:07 GMT

Thank you for your reply, Debbie.

I received the message via email: "We've sent your new device."
It then lists the same phone I already received, along with information about a code being sent for pickup.

There are no additional orders on my account. I only ordered the phone once.

Best regards.

Re: Upgrade - new problems

Debbie_G — Thu, 06 Aug 2026 11:22:09 GMT

Thanks for confirming this, @Milecki.

If there are no additional orders showing on your account and you’ve already received the phone, it may be a duplicate notification.

As we can't access your account details or order information here on the community, I'd recommend getting in touch with our customer support team so they can check your order history and investigate further.

Debbie

Re: Upgrade - new problems

Milecki — Thu, 06 Aug 2026 11:25:46 GMT

I'll wait until tomorrow to see if I actually receive the code.

I also think it's the same message being sent again, only later.

Thank you very much Debbie.

Re: Upgrade - new problems

Debbie_G — Thu, 06 Aug 2026 12:15:55 GMT

Thanks for letting us know, @Milecki.

Hopefully, it’s just the same notification being sent again and there’s nothing further to worry about. Let us know how you get on tomorrow.

Debbie