Can't track order or get in contact with EE

[ryanoneill1970]

I received an email 'Your device is on it's way' last Friday saying it should be with me Monday (yesterday) but have not had the follow up tracking order. Neither have DPD sent me a text saying they'll be delivering it. So the earliest it will be is tomorrow, but I have no faith that it's been sent and would like to talk to someone about it.

I've been to the https://ee.co.uk/help/get-in-touch page and phoned the number there for 4GEE broadband, but the system insists on a number being entered which I don't yet have, it then hangs up.

Live chat does not load for me on that page either (I am currently logged in, with all adblockers turned off).

I have received an XKN... order number email and the email referred to above saying the 'it's on it's way'.

Is it possible to talk to a human who might have the ability to answer the question 'what is the status of this order and could you look into why it has not shipped'?

Regards

Ryan

[James_B]

Hi @ryanoneill1970,

Welcome to the EE Community.

Have you tried tracking your order online?

If your phone is scheduled for delivery tomorrow, you'll receive a text from DPD before 8pm today.

Thanks

James

[ryanoneill1970]

Hi James,

I don't have the order tracking reference, the XFN number can't be used with that and it doesn't look like it has gone to DPD at all as they are very good at sending a text when they have a parcel. Hence why I would like to find out what has happened by talking to someone with account access.

The 4GEE router was scheduled for delivery yesterday and I can't get through to anyone at EE to chase this order up.

Am I stuck until until EE gets its act together?

Regards

Ryan

[James_B]

Hi @ryanoneill1970,

You should be able to track your order with your XKN reference number and your email address.

Is it not bringing up any information?

Thanks

James

[ryanoneill1970]

Hi James,

Following is from the tracking page;

Sorry, we can't show your order details right now. 

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD.

I've seen other references to this issue saying you get a separate tracking number and that makes sense considering that the order reference is 12 characters and the one requested on the tracking page is said to be 10.

I don't mind sharing the order reference, it is xknxxxxxxxx .

Thank you for taking the time to get back to me.

Regards

Ryan

[mod edit: please do not post personal information such as order numbers on the public board. Thanks!]

[James_B]

Thanks for checking @ryanoneill1970

We'll need to take a quick look at your order.

Please get in touch on 0800 956 6000.

James

[ryanoneill1970]

Hi James,

I'm going a bit nuts here, I called that number previously (and just did again). Selected option 1 for 'in the process of joining' then option 2 for 'everything else' (option 1 was 'if your phone has been stolen').

At this point I need to enter a phone number. I don't have a phone with EE, I ordered a 4GEE Home Broadband router with data contract and I don't yet know the number assigned to that (if any).

I tried to enter my number or bypass this step but it just says 'sorry we can't help you, goodbye' and hangs up. Hence I was driven to the community

forums.

I can't even communicate my order number here for some reason (that information should not be able to lead to compromise of my data). If a hacker can get access to my order details via that reference, perhaps they can tell me how they did it, I'll gladly pay them in BitCoin!

Appreciate you are trying to help me, I'm going round in circles and there is no way out.

[James_B]

Hi @ryanoneill1970,

I've sent you a private message.

Thanks

James