iPhone 17 pro max order

[Hannah7121]

I placed an order for iPhone 17 pro max in orange 256gb on 17/9/25. I have not received any updates on delivery but do have the trade in service sending me emails stating I have until 3/10/25 to return my old device or I will be charged for the device. 
I called EE to discuss , waited 1.30 mins to get through to be told to call back today. Now in another hour que - what’s going on ?

[Ali_A · Accepted solution]

Hi @Hannah7121 

Great to hear you've ordered an upgrade. Sorry for the confusion in receiving the reminders before receiving the new phone.

Usually with the new-release phones a delay is set for the returns bag to match the delivery guidance, so they arrive around the same time as the new device.

Not to worry, we know you won't be able to return the handset just yet, so please keep hold of the returns bag issued and use it to return you old device when your new device has been delivered.

All accounts and upgrade deliveries are manually checked for each trade-in to prevent any charges or discounts being applied/removed incorrectly due to long delivery timescales. 

Looking at the order history for iPhone 17 Pro Max 256GB Cosmic Orange, the stock guidance for orders placed on the 17th September was:  "Available to order- Expect despatch in more than 28 days"

Your order will still be an "open sales" order, which means we are waiting to receive stock from the supplier so we can ship this out as soon as possible. 
You can track your order on our Track Your Order page.
If you haven't done so already I would strongly recommend downloading the DPD app and as soon as this has been dispatched you will be notified with the tracking details.

I hope this helps!

Ali