oops! Your tracking timed out

[Jacqui9021]

Hi me and my partner has upgraded our phones on same day on 28th February, my partner upgraded to iPhone 15 he has received from 150 messages for DPD PIN number. His DPD shows his new iPhone 15 will be delivered. 

But for mine I didn’t receive any texts or emails on the updates on my new iPhone 16 pro max, I’m getting a bit worried here cos iv put a deposit on it, I only received 1 email that’s from EE saying my order is being placed and shows iv paid the £30 deposit, so far iv not heard anything as in from DPD or EE to notify me the updated on the phone, please can you explain what’s going on? Thank you. 

[Northerner]

Hi @Jacqui9021 

Have you checked order tracking for your order. It maybe your order is yet to be sent. If you need more information you're need to speak to EE CS on 150. 

Thanks 

[Jacqui9021]

Hi I have tried to look on tracking order as it’s came up saying “oops your tracking timed out” and I’ve tried rang up through relay call because I am deaf, they refused to talk to 3rd parties on the phone which is understandable and I’ve went to store today. They’ve found the issues either that because my phone is getting dispatched (they said they don’t do on the weekends). I gotta wait few more days to see if it’s turned up. Or something to do with renewing phone number ESIMs. No idea tbh but I will wait until maybe Tuesday to see anything changes. Still haven’t heard anything yet from the email or from 150 so far yet. Thank you 

[Schockwave]

@Jacqui9021 , once your order has been dispatched, you will receive notification from DPD up to the evening before delivery and another one on the day of delivery with a one hour window.

[Jacqui9021]

@Schockwave Hi that’s what’s happened to my partner, he has all the notifications for his phone from DPD before delivery and on the day of delivery too but I don’t understand why when my doesn’t notification apart from my email showed with my ref number when I’ve typed that down on tracking number it’s doesn’t showed anything just saying timed out. I was worried if it’s got stolen/lost or scammed because I’ve paid the deposit for it. 

[Jacqui9021]

@Northerner Hi I have tried to look on tracking order as it’s came up saying “oops your tracking timed out” and I’ve tried rang up through relay call because I am deaf, they refused to talk to 3rd parties on the phone which is understandable and I’ve went to store today. They’ve found the issues either that because my phone is getting dispatched (they said they don’t do on the weekends). I gotta wait few more days to see if it’s turned up. Or something to do with renewing phone number ESIMs. No idea tbh but I will wait until maybe Tuesday to see anything changes. Still haven’t heard anything yet from the email or from 150 so far yet. Thank you 

[Northerner]

Hi @Jacqui9021 

Have you tried the message service on the EE app. 

Thanks 

[Jacqui9021]

Hi @Northerner 

where do you find that from EE app? Because usually to have live chat, that has disappeared. It’s took me to community EE which I currently using right now (this one), showed up with numbers that I can’t access to as they won’t shared with 3rd parties person (person who is doing BSL interpreting or Relay text/Call). I’ve checked the email this morning, still no news or update about the new phone (iPhone 16 pro max). 

thank you for your time to replying back with me ☺️

[Schockwave]

@Jacqui9021 if you are on contract, click on help at the bottom and you will find message or call, not available if on pay as you go.