Ordered an uograde 4 days ago have contacted customer services twice no solution

[Tsmxth89]

I ordered an upgrade 4 days ago got the first confirmation email saying phone in stock and an update will be sent soon with delivery information.. called 2 days ago to chase up due to no email and was told theres some sort of IT fault on my account that i would receive a call within 24 hours ... 24 hours later no call so i called back in the man on the phine was lovely however i still havent got a solution still a fault on my account upgrade cant be cancelled on that end due to technical issue and i cant cancel on my end either so I am now stuck in limbo cant cancel or upgrade bills are all paid up to date .. the full reason i was upgrading is because the phone i am currwntly using is broken . What else can i do as calling customer services and upgrade team is not getting me any further forward

[Chris_B]

@Tsmxth89  Call again and ask for some sort of discount.  It’s not your fault and your the one who’s suffering because of some system fault.  

[Tsmxth89]

Its not my device that's locked it's the accpunt on my ee like it wont show me the plan details nothing to do wih the device 

[Christopher_G]

Hi @Tsmxth89

Welcome to the community. I'm sorry to hear that there's a problem with your upgrade order.

Just a couple questions:

Where did you upgrade originally? Was it online, over the phone or in store?

Which phone did you upgrade to?

Thanks

Chris

[Tsmxth89]

Hi it was the samsung s9 sunrise gold and ordered online 

[Christopher_G]

OK thanks @Tsmxth89

I've sent you a private message to get some more information from you.

Please take a look and get back to me.

Chris

[shannonajenkins]

Hello, 

I'm having the exact same issue and can't get hold of customer services to help me. Could you message me directly, too?

Thank you

[Christopher_G]

Hi @shannonajenkins

Welcome to the community. 🙂

Is yours the same type of phone too?

I've sent you a private message.

Chris