Delivery of New Apple Watch: Different Number

[BlahBlahBlah166]

I currently have an Apple Watch Series 7 but have upgraded to the Series 9 as my 'Paired Watch Plan' was due for an upgrade.

Had DPD through today saying they needed me to give them a code. I never had one come through! I know that there are different numbers for my iPhone plan and my Paired Watch Plan for billing reasons. But do I need to do something to allow texts to come through?

The DPD driver informed me that they sent the text with the delivery code to the number that's paired with my watch plan. Is there any way I can receive this text?

[stevebu]

Talked to 3 or 4 EE reps over the past week, they all confirmed the number was amended to the correct one and they repeated the number back to me.

Still no delivery and still not showing in dpd app

[Peter_W]

@stevebu Provided this has all been corrected and we've confirmed the correct contact number is showing on the order with DPD, the driver can resend the PIN to you when he arrives. 

Please do keep us posted on how you get on.

Peter

[stevebu]

Hi Peter,

As predicted DPD didn't show again. Absolute farce. Will just cancel the order and buy elsewhere, this parcel isn't ever going to arrive. Its been 11 days since the first attempted delivery and they haven't tried to redeliver since despite multple communications with both DPD and EE.

To anyone reading this, if you add a device to your EE account whereby you pay for the accessory monthly on top of your current contract, make sure you order it via your phone contract and not a smartwatch contract, or the phone number of the smartwatch will be used for the DPD tracking and you will never receive the pin to give to the DPD driver.

To any EE app devs, please change your app so the homepage defaults to the phone contract instead of an accessory contract. This would stop this DPD issue from happening as any additional purchases would goto the phone instead.

Thanks

Steve

[Peter_W]

I can totally appreciate you'll feel let down with this one @stevebu.

We'd certainly expect you to get some kind of update from DPD, and if there's no change within 48 hours we do have a means of escalating this. 

In a worst case scenario this would be returned to us and removed from your account, but I totally understand you'll not want to feel in the dark about what's happening. 

If you get back in touch with our team they'll be able to help check the status and escalate it if needs be, or if you want to cancel outright they can request return to sender.

It's also possible to raise an official complaint with our team on this, as I really recognise this hasn't been the best experience; you can find all the details you need to know about this here.

Peter

[SAFE365UK]

Over a year later and they are still doing the same thing, Apple Watch due for delivery today (no emails no text from EE or DPD), DPD knocks on the door I need the PIN it was send to 07x which is the number of the watch he has in his hand! 

EE Customer Service - after battling through the stupid visual assistance thing 3 times I get a person didn't you put in your mobile numbers as a contact, NO because there wasn't an open and I was signed in anyway so you have this already!.

Oh we can updated it and you have to wait till tomorrow to get a PIN and for redelivery.

EE FIX THE ISSUE

And I checked the DPD app on the same email address, no deliveries showing there either.

[mikehdy]

This exact thing has happened to me today. Waiting for delivery of my new Apple Watch, the message from DPD was sent to the number associated with my watch which I didn't receive and wasn't even aware they were attempting to deliver today. Driver has gone, rang EE who quickly resolved it, they knew about it as an issue but now I won't get delivery until Monday.

It's poor service from EE!!

[Andymaclean]

Exact same has just happened to me. And I DO have the DPD app. Driver has left with the watch. Utterly ridiculous 

[ywblue]

If you are expecting the delivery of a watch but not received the DPD PIN (or any communication from DPD) EE may very well have given DPD the watch's "phone" number ( I upgraded my watch online and so the number associated with it must presumably be automatically given to DPD). 

I received nothing beyond a confirmation email from EE of the upgrade and that didn't even have an order number so I had to phone EE to get a DPD tracking number. Once I had this I could see the watch was due to be delivered but knew I had no PIN so phoned them again:

Phone EE  on 150 (press 2 not the first option that claims to get you to talk to a human) and select the closest option to upgrade info or whatever and ask the rep to check the number given to DPD (sure enough it was not my phone number but the watch number).

Do all this before delivery and you stand a chance of receiving the PIN (I have now got one via text). Also apparently even if you don't get the pin before the driver arrives they (the driver) are able to resend it to the, hopefully, now updated and correct number whilst at your door. See here. 

For a communications company to have this issue is really bad. Automatically using a number that cannot receive the security  PIN that is required for delivery is completely dumb. Needs sorting.