iPhone 18 pro max order

[Kaibtw]

I placed my order for the iPhone 18 pros max 256gb glacier as well as a case, screen protector and plug on the 18th of September.

My phone is yet to arrive saying it’s been delayed when I’ve been told to wait to get one is 1-3 days. I’ve called 150 3 times and they’ve said to wait. It’s been almost 8 weeks. I cancelled my phone case around week 2 of ordering as I didn’t want it anymore and I’m now thinking it’s just cancelled the phone as well but the phone doesn’t say it’s been cancelled. I just want shiny new phone. People are getting there phones from EE before me even though they preferred way after 😞 

[Linzi_H]

Hi @Kaibtw 

If our team has already checked your account and advised that your order is still in place, then please don't worry, as it won't have been cancelled. As soon as stock is allocated to your order, you'll receive further updates about when you can expect delivery from DPD. 

Thanks for your patience,
Linzi 

[Kaibtw]

Thanks for clarifying that it’s not been cancelled, but surely 8 weeks wait isn’t normal. Especially since I went into my branch store and they said 1-3 days which was last week and still nothing no update no email for multiple weeks. Multiple people I know ordering have received their phone it’s just a lil frustrating seeing as I’m about to go into my second payment for the phone with no phone 

[Linzi_H]

Looking at the stock information for this specific device, I do think you need to call us to see what's happening with your order, @Kaibtw.
I know you've mentioned calling several times already and the team stating your order is fine, but something doesn't seem quite right, especially with you mentioning you're paying for the new phone. You shouldn't be charged until your device has been dispatched and the new contract put in place. 

Please call us so the team can review everything.

Linzi 

[Kaibtw]

Just got off the phone and they said it just waiting on Apple to supply them 😕 but like I can legit go in stores to pick them up. They say there is nothing they can do but just wait. But the EE finance just keeps taking the money. 8 weeks is a crazy wait when the EE website says 7 days for a wait. 3 days for the black variant 

[Kellfrog]

That’s 100% not right. My boyfriend ordered a pro max last week and it was dispatched and delivered within 3 days. I’d call back up and ask to speak to a manger and put in a complaint. You shouldn’t be charged at all until the device is dispatched. Don’t listen to what the normal sales reps/guides say on the phone because ee customer service is ridiculous, some will just say anything to get you off the call/chat. Better speaking to someone higher up.

[Peter_W · Accepted solution]

Hey @Kaibtw 

@Kellfrog is absolutely right here that something seems amiss with your account / order. 

Whilst many of the new iPhone models have been popular, we're currently estimating delivery within 7 days for new orders on the variant you went for, and the system shows our oldest outstanding order is from yesterday (12/11/26).

I'd definitely recommend getting back in touch, and as indicated above you can definitely ask to escalate if you see no further update.

One thing to be aware of - if you placed this order online and got an XK order reference number at checkout, I'd recommend asking them to check this with our Websales team so we can be sure on what's showing in the original package.

You can also find more information about our complaints and escalation process here:

EE Complaints Code of Practice

Peter