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Phone upgrade

Stephen31
Explorer

‎13-05-2020 12:17 PM

Hi I phoned up the upgrades and cancellations line yesterday evening, I have two phones and two numbers on the same account.

 

i upgraded both to an iPhone 11 with the same tariff.

 

when processing the order the EE staff member set one phone to next day delivery and charged £6.80 and set the other to free delivery advising that I would only need to pay for delivery once as both new phones would come in the same parcel.

 

however this morning only the phone selected for next day delivery arrived the other one did not.

 

can anyone advise why this is and when it is likely to arrive?

0 Helpful
2 REPLIES 2
Chris_B
EE Community Star
EE Community Star

‎13-05-2020 02:08 PM

@Stephen31   You’ll need to contact customer services about this. Sounds like a mix up and only one device was sent out to you. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
Stephen31
Explorer
In response to Chris_B

‎15-05-2020 08:15 AM

Hi the reason for the delay with the 2nd phone was that when completing the order the EE operative had charged for next day delivery on one and used the free (standard 24 hour) delivery on the other.

 

additionally I did not receive the order tracking ref for both phones via email, which you should get.

 

once I’d called EE customer services and asked for that I was able to see where the 2nd phone was until it arrived 

0 Helpful