Ordered an early upgrade but it's gone through as a new contract

[damiworld]

I've just processed an order for a new phone contract. I followed the necessary the links to do an early upgrade and all was going well until I received the confirmation email thanking me for joining EE. Is this normal or have I just gone an ordered a second contract...?

If I have ordered a new contract is calling customer services the only way I can cancel this to restart the process of actually upgrading?

Thanks

[Profile closed · Accepted solution]

Hi @damiworld 

Welcome to the EE Community,

I would ring 150 asap to clarify what type of order has gone through if it's a new line they will be able to cancel the order and transfer you through to upgrades to place a upgrade order.

Thanks,

David.

[damiworld]

I’ll get on the phone first thing in the morning. I appreciate the quick response. 

Stay safe

[Christopher_G]

Hi @damiworld

Welcome to the community.

Have you managed to speak to someone and get sorted?

Chris

[damiworld]

I contacted them this morning. The lady I spoke to told me she cancelled the order. I have however since received an email telling me that my order is on its way.

Do you think I should give them another call?

[Christopher_G]

How long after was it, @damiworld?

If they said they'd cancelled the order, they would have done. It's possible the email was sent automatically in error.

Chris

[damiworld]

I received the email almost exactly 1 hour after the phone call ended

[Christopher_G]

If you're worried that it hasn't cancelled, it may be worth a quick call, @damiworld.

Just on the off-chance it was a bit too late to cancel the order.

Chris

[damiworld]

Yeah. Just got off the phone. Turns out it wasn't cancelled and has indeed been sent out.

[Christopher_G]

Ah, sorry to hear that, @damiworld.

Chris