Mobile repair

[loopye122]

I sent my phone in for repair on April 22nd and I still haven't recieved it back again. I got an email saying it was being sent back to store on 29th April but have had nothing since. Very little information on tracking website. Is it normal for EE repairs to take this long? I'm going without my main handset for many weeks now, is this what I should expect from EE as a service? 

[Northerner]

Hi @loopye122 

Have you tried contacting the store. 

Thanks 

[loopye122]

Hello,

Yes I have called them several times, they have not recieved it. I don't know if it's my responsibility to phone every day until they recieve it. I wasn't sure if this was how long it should take or whether I should start asking the store about providing a replacement and considering it lost

[Katie_B]

Hi @loopye122. 

Did you receive a book reference number when your phone was booked in for a repair?

If yes, have you tracked online? What is the latest update?

Speak soon, 

Katie

[loopye122]

Hi,

Yes I did get a reference number, the latest update was 29/4/25, when it was updated saying it was being sent back to store, and uploaded some pictures. Nothing since then.

[Katie_B]

Thanks so much for confirming @loopye122. 

I would recommend giving us a call so our customer care team can investigate this further. 

Please be sure to keep us posted here on the community. 

Katie

[loopye122]

I was told by the store that they have contacted DPD, and they are assuming that the device has been lost. I'm unsure what to do in the meantime. I have to call the store for updates, unfortunately nobody has taken it upon themselves to update me proactively on any developments. I don't know how long the process of investigating the incident by DPD will take. I don't know if I should have been offered a loan phone by the store as I've been left with an old, barely useable handset for almost a month now. If anyone has advice on what I should do now, I would appreciate it.

[Peter_W · Accepted solution]

Thanks for the update here, @loopye122.

Loan phones are definitely available from our stores, but this is subject to availability and something they would need to advise directly. 
If you contact our customer care team they may be able to advise what's showing in the repair portal, but based on what you've mentioned it sounds like the store have chased this with DPD independently so it may not be logged on the public-facing portal. 

The store directly should be able to keep you in the loop if you contact them, though.

Peter