Order issues - no tracking information

HayleyB01 — Sat, 17 Oct 2026 19:55:22 GMT

Looking for advice as I’ve paid over £1000 upfront and no confirmation my order has been completed/confirmed.

order 1 - EE instantly cancelled and refunded me

order 2 - made hours later- money taken, confirmation received, called advisor the next morning to check all ok based on the initial cancellation and told all ok and fine with second order and first one cancelled

text received 6 hours later to advise a problem with my order (order 2) and I needed to contact EE.
promised call backs but didn’t happen so called again and was advised order 2 cancelled because sim plan selected not available on the DUO.
40+ mins on the phone to then try and rectify. Told had to pay now for delivery and a further £30 so now over £1039. Told all sorted but hours later and no email confirmation, no order number. App still telling me to upgrade.
Is it common to not have email confirmation hours later?
at this point never mind the 2 cancelled orders and to be inconvenienced by it all after being told all ok and then told I had to pay now for delivery and pay an additional £30. I’m at the point where if I’ve not received an email tomorrow morning I’m cancelling the whole thing and switch somewhere else.
I’m not at all bothered to wait for the phone, but to have an error on the site allow a plan not available to be selected, order cancelled and then told I have to pay for delivery and more money isn’t acceptable to anyone let alone a loyal customer.
the phone line tells you to please order online but clearly two cancelled orders shows the website cannot cope!

After all this I genuinely think it’s best to cancel everything and push for a full refund on all I’ve paid as this has been terrible.
how long have people waited to receive an order confirmation email with your order reference.

Re: Order issues - no tracking information

Northerner — Sat, 17 Oct 2026 20:19:17 GMT

Hi @HayleyB01

You'll receive an email when your order is processed.

Thanks

Re: Order issues - no tracking information

Schockwave — Sun, 18 Oct 2026 10:41:41 GMT

@HayleyB01 , the upfront payment should be pending on your account, so not taken, but just make sure that you also check your spam/junk folder for any emails from EE.

Re: Order issues - no tracking information

Raven52 — Sun, 18 Oct 2026 11:25:51 GMT

@HayleyB01 Upfront payment moves from Pending to Complete by the next day. Please also be aware that once you cancel the order, they will send your refund to your account as a credit. So follow up with them and request the credit is returned to your original payment method.

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Order issues - no tracking information

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Re: Order issues - no tracking information