Still waiting for my new phone to arrive

[l_farmer1]

I ordered an upgrade online last saturday and the order status has been stuck on "order confirmed" for 3 days now. 

Why is it taking so long to process and when can I expect to get the new phone?

[Katie_B]

Hello @l_farmer1. 

Welcome to the EE Community. 

What phone did you order?

Please also provide colour and memory size so I can look into this further. 

Katie 🙂

[l_farmer1]

Hello Katie,
I ordered and iPhone XR 128GB Black

[Katie_B]

Thanks for confirming @l_farmer1. 

I can see this device is available to order to expect dispatch within 7 days. 

Katie 🙂

[l_farmer1]

Hello again Katie,

When does the 7 days go from? The date of order confirmation or from today? 

The lack of communication regarding my order status has been very disappointing. I was led to believe that ordering online would be a speedy process and that I would have the new phone within a couple of days!

[Katie_B]

Hello @l_farmer1. 

Are you able to check your Spam/Junk folders to see if you have been given an update?

Katie 🙂

[l_farmer1]

I check my spam folder regularly throughout the day. 

I often find important emails there but sadly there has been nothing from EE!

[Leanne_T]

Hi there @l_farmer1

Thanks for coming back to us.

If you get in touch with our Mobile Care team, they can check your order for you and give you an update.

Thanks.

Leanne.