Skip to main content
Forum FAQ's
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Missed Delivery From DPD

RyanJhon97
Explorer

‎10-10-2025 02:12 PM

I decided to take the plunge and do an early upgrade on my phone, all went well and even decided to wait for over 3 weeks til my phone was in stock. I happened to miss my delivery slot which was mid day but me and my partner were in work and unaware of the attempted delivery two days ago.

When I got home I instantly re-arranged with DPD even paying EXTRA to get a VIP slot for a few days later to guarantee my availability only to find out that my order has been requested to be sent back to EE!!
So not only do I not get my phone I have to go through the whole process again resulting in another month or so wait!!, no help at all from a phone call I waited an hour on hold for them to then tell me I have to go through the whole upgrade process again because I missed one delivery when our household works full time!!

I’ve been a member of EE for over 4 years and this is ridiculous. I feel so disappointed in the service and it has really put a damper on a supposedly exciting experience of having a new upgraded device. 

Ryan

- a very disappointed customer.

 

0 Helpful
2 REPLIES 2
Schockwave
EE Community Star
EE Community Star

‎10-10-2025 04:51 PM

@RyanJhon97 , if you have the DPD app and registered with the same information as EE have, you should have received notification up to the evening before delivery and another one on the day of delivery with a one hour window with a PIN number.

You can always ring customer service and press option 2 to speak to a guide, but if they are busy, then you may have a wait, obviously, as other customers may be waiting to speak to them too.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using web based app or another phone: +44 800 079 8586 or +44 800 956 6000.
0 Helpful
Leanne_T
EE Community Support Team

‎11-10-2025 08:05 AM

Morning @RyanJhon97 

I'm very sorry this has happened with your delivery and DPD are returning your device back to us after the delivery failed. 

Once we have the device back this will be scanned at the warehouse as returned, and your account will be updated to show you can process the upgrade again. 

When you re-order you can select delivery to an EE Store if available in your area, and you could pick the device up from the store once this has been delivered, if this would be more suitable for you. Our How Will My Phone Be Delivered page has details on your options. 

I hope this is all sorted soon for you. 

Leanne.