Ordered my upgrade a month ago and it still hasn't arrived. Is this normal?

[kcumston]

Hi, 

I ordered a new phone as an upgrade on 28th April and received an email confirmation with all the details and a tracking number. On the EE website when I ordered it, it said "in stock, should be dispatched within 2 weeks". However, I haven't been able to use the tracking number as it keeps saying it has "timed out" when I use it on the EE website, I haven't received a text to let me know about delivery and it's now been almost a month and I still haven't received the phone. My monthly amount has been taken out in the last two weeks and has not increased to the upgrade price either. When I phoned 150 and selected the option for waiting for upgraded phones it was just an automated message saying I will receive a text the day before delivery....

Do I need to contact someone about the upgrade? As it doesn't seem to have processed as it should have been delivered by now. 

Thanks 

[Northerner]

Hi @kcumston

I would call EE CS and speak to someone rather than use the automatic service. This doesn't seem right. 

There is no account access on these forums so you will need to speak to CS.

Thanks

[Chris_B]

@kcumston  I highly recommended that you call customer services about this.  

[James_B]

Hi @kcumston,

Welcome to the EE Community.

That's great advice from @Northerner and @Chris_B.

Please get in touch so we can take a quick look at your order.

Thanks

James

[kcumston]

Thanks everyone for the advice. Will give customer services a ring tomorrow! 

[Lee_H]

Hi @kcumston

Let us know how you get on 🙂

Many thanks,

Lee

[kcumston]

Spoke to customer services on the phone and the order hadn't processed properly! Managed to sort it out on the phone to a lovely lady who has now ordered the new phone for me and upgraded my contract and it will be delivered tomorrow 😃 

Definitely advise giving customer services a ring in future. More reliable than ordering online. 

Thanks again for the advice.

[James_B]

Thanks for the update @kcumston

Enjoy your new phone!

James