iPhone 17 Pro Max issue

[Solaris1]

Hi folks,

so I pre ordered in the 14th of the 17 pro max in orange, they immediately took the early upgrade fee and the deposit (£403) and I received the message for the XKO number. Since then the money they took has no appeared as a “credit” on my app and the tracking for the XKO doesn’t show as the order has been confirmed or if there is an estimated delivery date. I understand there is delays, but surely I would have an estimated delivery date date by now? I’m just worried that they have taken this money and not actually completed the order. This is not the first time I have had issues with EE and I’m now starting to lose any trust with them. 
has anyone else has the same experience that they can re assure me it’s going to work out ? 

[Katie_B]

Hi @Lewis115. 

I don't have any specific information for that date and time. 

How did you place your order?

Currently the timescale for this device is to expect despatch in more than 28 days. 

Katie

[Lewis115]

I ordered over the phone you must have a time frame from the 16th what was being told at the time 

[Katie_B]

For information regarding your order please give us a call @Lewis115. 

Alternatively, you can track the progress of your order online. 

Katie

[Joan241]

Hi I have recently done the same thing on the 19, they took the upgrade money of my card, but I haven’t paid now just noticed that they have put the money back and I can’t track the xko number but they haven’t sent me a cancellation message or email. 

[Christopher_G]

Hi @Joan241 

If you'd like someone to double-check your order, I recommend giving our Customer Support team a call.

Chris

[JohnEEPhone]

Hi Michael would you be able to help with checking my order? I noticed you were able to see when the expected delivery times changed (as in whether it was 14/21/28/more than 28 days) so was hoping to find out what the expected delivery would have been if ordered on 13th iPhone 17 Pro Max Silver. 

any info would be greatly appreciated!

[Michael_D]

I can have a look for you @JohnEEPhone.

Which storage size did you order?

Michael

[JohnEEPhone]

Sorry meant to include that! It was 256GB

[Linzi_H]

Hi @JohnEEPhone 

iPhone 17 Pro Max 256GB Silver, ordered on 13/09/2025, is showing as expected dispatch within more than 28 days.

Linzi 

[MrsLods]

Hello,

I ordered an iPhone on 15th September and agreed to trade in my old phone for a discount (this is the first time I've done a trade-in rather than just keeping the old phone in a drawer!).

I haven't been given a delivery date or been told there would be a delay for the new phone. The tracker just says "Order confirmed, Expected delivery date: Awaiting confirmation."

However, I received the returns bag almost immediately, which says to return the old phone within 14 days. The original email I received said "Don't worry about being phone-less, you can send us your old phone once you have received your upgrade."

Now I've had another email saying "Final reminder to send back your Apple iPhone 13 128GB by October 02, 2025."

What should I do? I can't be without a phone!, Thanks Sarah 🙂