iPhone Duo - Upgrade Anytime

[CallyH]

Hi,

Has anyone had any issues with upgrading this year? I have a 24 month contract for my iPhone 17 Pro Max, I upgraded today to the iPhone Duo, followed the steps to place the order, trade in and upgrade,  and got the confirmation email. However, because I have to hand my phone back, due to upgrading early, the trade in option is blank on my order and despite getting an XKO order number, the EE guide states there’s an error with my order. 

My email came in at 13:03, I ordered early so I don’t have delays and my email states I’ll get this on launch day. My concern is, EE guides are stating I should cancel and re-order, but this will now be a date as early as next month or NEXT YEAR?!?

Has anyone else ever had the 

We need to confirm some details.

We'll call you within the next 48 hours to discuss your order.

and have you still received your orders without cancelling?

[JonStatt1]

Well overnight I received a text to a device agreement document but the link doesn’t work

and now order tracking says the order I placed by 150 is not found!

Are folks still able to track theirs?

Online I only saw flex pay opinions but perhaps the subsidised ones were hidden at the bottom. On the phone I was told about both.

[Viopon]

A large number of EE customers had phones to return online orders didn’t go through and cancelled, without notifying anyone. After 1pm I ordered the Duo online then got a message saying order pending. I phoned immediately to EE and the girl said an error has occurred and I can’t see your order. She recommended to put the order though again, this time it worked and order was completed. She couldn’t process my phone exchange but I received a text in the evening saying the exchange was processed. 

[Viopon]

Please also note, order numbers in tracking won’t work until the phones are in stock as far as I know. Then further updated on the tracker area. 

[Viopon]

Phone EE to confirm they can see your order. 

[JonStatt1]

My 150 placed order was tracking as I mentioned above but now I can’t see it anymore.

i just did an online chat and they say my order is still there but can’t tell me when I will receive it, saying it may be more than 28 days due to demand for the Duo

hmmm!!

[Viopon]

With EE Flexpay no upfront costs, but with EE upgrade (without Flexpay) they're asking for an upfront cost, for the Apple Due 512Gb I think EE wanted £500+ upfront, so I opted to upgrade via Flexpay no upfront costs, and will send them back my present iPhone. Please note with Flexpay no option to upgrade anytime, especially after the 1st year.  No option to upgrade early unless buying out of your phone contract. 

[donkey172]

My issue is now that I placed the order online, phoned them a short while after and they confirmed the order is all good. This morning my tracking isn’t working so I phoned and they’ve told me the order hasn’t fulfilled and I’m not getting. EE are a shambles. Absolutely embarrassing company, I’m done with EE now. I won’t be getting the Duo as no UK stock until January from any retailer and EE have caused me to miss it. If they’d have said yesterday it wasn’t right I could’ve ordered in time, but they said it was fine. A whole household of contracts expires next September and that’s me leaving them.

[Viopon]

The order number EE gives me never works straight after ordering, especially if the stock levels haven’t yet matched your order. This year iPhone launch was absolutely shocking and this issue occurred nationally within EE, due to the phone exchange system not working at the heavy ordering attempts commencing at and after 1pm 16th for the iPhone Duo. 

1st mistake EE made: EE put millions of iPhone Duo orders in pending state due to the phone exchange system crashing. 
2nd mistake EE made: EE ORDERS for the iPhone Duo were all cancellled and fell off the grid, as EE were unable to or unwilling to contact millions of customers to proceed pending state orders. 

iPhone Duo Orders at Apple are now saying 2027. 

[nizzy_dy1]

Interesting update.

My order is good, phew but I was told the following

I hope you understand that 23rd is the start of deliveries, that means the dispatch of the orders will start from 23rd, No one will get the delivery on 23rd, because that's the dispatch start date.

The dispatch will start from 23rd Oct around evening, Then it will be delivered on first come first serve basis on the same order the way the orders were placed, So I will not be able to give you any estimated time or date for delivery, You just have to wait for now as soon as the order is dispatched we will send you all tracking details over text.

Will that be okay for you?

Was hoping to get it for Friday, oh well lets see what happens Wed/Thurs this week

[CallyH]

I got a text today at 12:11 today saying there was an issue with my order and to click the message us link to “get it back on track”. When I got to the chat, the guide said it was cancelled and would need a new order placed and I would not get it on launch and will be “within 28 days”. As the conversation progressed, that quote went to “more than 28 days”. 

EE’s system had a fault, however, from my POV I was led to believe I ordered it fine, got my confirmation emails and xko number, to being told that I’m now at the back of the queue and we have to process this again. So I’ll be waiting until 2027 at this rate!

EE do not care about their customers, especially loyal ones. I’ve been a customer for 14+ years, and they’ve always messed me about. Time I move my phones, watch and broadband to another provider.