iPhone 13 delivery queries

[Leanne_T]

If you have ordered an iPhone 13 and have a question about your order, please see the below information.

My order tracker has changed from delivery within 24 hours to awaiting confirmation, what does this mean?

If you have ordered one of the below models; We're really sorry there has been a delay with your new phone, due to an issue processing your order.

We’re working as a matter of priority to get your iPhone 13 Pro Max to you as swiftly as possible, when you receive a message from our courier DPD, please follow their guidance.

iPhone 13 Pro Max 5G 128GB Sierra Blue

iPhone 13 Pro Max 5G 128GB Silver

iPhone 13 Pro Max 5G 256GB Graphite

iPhone 13 Pro Max 5G 256GB Sierra Blue

iPhone 13 Pro Max 5G 256GB Silver

iPhone 13 Pro Max 5G 256GB Gold

iPhone 13 Pro Max 5G 512GB Sierra Blue

iPhone 13 Pro Max 5G 512GB Silver  

When will I get my iPhone 13? 

iPhone 13 orders are being dispatched on a first come, first serve basis as stock arrives from Apple.

Our delivery partner DPD will contact you by text by 8pm the day before delivery to let you know to expect your order the following day.

The date you receive your iPhone 13 may vary depending on the colour and size variant you have pre-ordered, but we expect to receive regular deliveries from the manufacturer and will be getting them out to you as quickly as we can.

I have received a text message to say my iPhone has been delayed due to an issue processing my order, what does this mean?

We're really sorry there is a delay with your new phone, I realise this is frustrating. This is due to an issue processing your order, following high demand for the new iPhone 13.

To stay up to date with your order, please use our delivery tracker. We're doing our best to get your phone to you, and stock is moving quickly, when you receive a message from our courier DPD, please follow their guidance.

How can I track my order?

We update the order tracker every time we get a delivery from the manufacturer. You just need your order number (which was emailed or text to you when you placed your order) and the email address or phone number you gave us.

If you ordered in store, the store will contact you as soon as your phone is ready to collect.

Can you tell me when I will receive my phone?

We allocate stock on a first come, first served basis. And we update our order tracker as soon as deliveries arrive, so you can see the latest information we have.

No delivery dates can be confirmed until they’re in the tracker, so remember to keep checking back for updates.

You will receive a text from DPD, by 8pm the day before your delivery, to confirm that it's on its way.

If you ordered online or over the phone, you'll receive a text from our delivery partner DPD with details of your delivery.

Remember you’ll need proof of ID when your order is delivered, so please have one of the following forms of photo ID available:

• Passport
• A valid driving licence

Find more detail about delivery of EE orders >

If you’re a new EE customer, we'll contact you using the details you provided to us. If you pre-ordered from an EE store, you’ll receive a call or text from a store advisor as soon as your phone is ready to collect.

Will I have to wait longer if I switch to a different model?

If you switch to an iPhone 13 variant that we currently have in stock, then you may receive your order earlier. If you switch to a model that is out of stock, you won’t be moved to the front of the waiting list.

Could my delivery date change?

Yes, it’s possible. We’re in regular contact with Apple, and will be sending out orders as quickly as possible. We'll keep you updated right here with any information we have, as and when we receive it, although information relating to individual orders is not available here.

Why have I not been contacted about my delivery?

You will receive a text from DPD, by 8pm the day before your delivery, to confirm that it's on its way

I paid an upfront cost for my device. Can I get money back because my device is delayed?

If you paid an upfront cost for your device this would not be eligible for refund due to a delay in delivery.

Why have I had no updates since placing my order?

We update the order tracker every time we get a delivery from the manufacturer. You just need your order number (which was emailed or text to you when you placed your order) and the email address or phone number you gave us. If you don’t have this, please give our Mobile Care team a call.

If you ordered in store, they will contact you as soon as your phone is ready to collect

Do any orders get priority, such as those ordered online?

No, we send out devices according to when we received the completed order, whether this was online, in store, or over the phone.

The delivery timescale will vary depending on the colour and size variant you purchased.

Why do I get different information over the phone, in store and in the EE Community?

The information in the EE Community is the most up-to-date, and comes first-hand from our Apple team, with whom we are in contact with and providing feedback.

For the most accurate and up-to-date information, please refer to:

• This discussion you're reading now
• The texts and emails we have sent you about your order

We’re making every effort to ensure we roll out information to all of our contact channels.

If you have any questions please tap 'reply' below.

[DrBell18]

@benirving Totally understand how you feel, I've never dealt with a company that doesn't have access to their own stock and warehouse systems before 😂 It's a classic example of the left-hand having no idea what the right-hand is doing, with the customers stuck in the middle in the dark.

[soupladel]

@Leanne_T i have ordered the Pro Mac 512Gb Graphite which isnt on the list yet my order is just hanging there, having gone from delivery today to awaiting confirmation

[MatG1981]

Hi, I had a DPD text yesterday, but I am due to be picking my device up from your Merthyr store. I have heard nothing more about when it is being delivered. And your Twitter support wasn’t really all that helpful as I think they thought I was talking about home delivery. Am I going to get my phone today when the Merthyr store shuts at 530? What happens if DPD don’t deliver there until after they have closed??

[Ashahx]

I placed an order for iphone 13 pro max graphite 128gb which isnt on the list. So where is my order as ive had no updates. 

[Leanne_T]

Hi everyone. 

If you have ordered any other model, please see the online order tracker for information, this will be updated as soon as deliveries arrives.

DPD will contact you when your iPhone has been dispatched. If you’re a new EE customer, we'll contact you using the details you provided to us.

@MatG1981 if you pre-ordered from an EE store, you’ll receive a call or text from a store advisor as soon as your phone is ready to collect.

Thanks. 

Leanne.

[DrBell18]

Hi @Ashahx 

Canned Response;

"

Thanks for posting. 

We update our order tracker as soon as deliveries arrive, so you can see the latest information we have for your order in the tracker. 

Thanks.

"

Then there's something about waiting for DPD to message, probably, maybe, we have no idea, where's the warehouse? What is an iPhone? Apple might have sent us some but we can't see them, they're all under a tarp in our delivery van, it's desert camo, maybe John Cena stole them all, we can't see him either, who knows 😩

Delivery timeframe: 24 Hours to 21 Days (maybe, we don't know).

We'd love to tell you more... But we can't, because we don't keep track of our stock, sorry 👌 best of luck though, dates don't matter, just keep refreshing the order page!

Much Love,

EE

P.S. Did we mention that we're the best network 7-years running? 😍😍😍

[soupladel]

@Leanne_T you keep repeating this same post but my order in your own tracker say dispatch is expected in 24 hours and has said the same thing for the last two days, albeit my delivery date is marked as awaiting confirmation which isn't the same thing as this post.

[RenoLB]

@Leanne_T  I ordered a pro max 512gb graphite which isn't on this list, I've received no text regarding delays and for the last few days if I try that order tracker it just says  we can't show your order details right now

How can I find out when this will be looking to be delivered? Contacted someone earlier and was told within 28 days and to look at that tracker that doesn't work

[Redfern]

So if i’ve got the iPhone 13 Pro Max 128GB in Graphite Black, there should be no delay????

[Silcrows]

I have a few issues with this IPhone debacle. 

Firstly, I’m still yet to actually receive either a text or email to explain the delay. It’s only because I have done some research and following the tracking that I am aware of the delay, this is not okay.

Secondly, had the phone arrived, this following months payment would have been 1/24 on the new contract. However, as my previous 24 month contract has now finished, I have been put on a rolling sim only contract for 20% less than my previous contract, meaning I am now paying £77 a month for sim only. So not only am I out of a phone, I am also going to have to pay for an extortionate sim only package whilst also not making an impact on the new contract, which ironically is cheaper than the sim only deal.

Finally this post does not help at all. I have ordered the IPhone 13 pro max 512gb in graphite. This changed last night at 1am to awaiting decision. There’s no new date and this phone is not on the list provided, and instead I’m told to go back to track the phone for updates, of which there are none.

When it comes to issues such as this, communication is key.