Upgrade Order

[ZiggyM]

I placed an order yesterday for a new phone (upgrade). It said when I ordered it that it should be delivered on the release date, tomorrow.

When I try and track my order online using the ref number I received via email, it says the status cannot be given at this time.

I called 150, but they said that no order is on the system and that when you do an upgrade online it is just a form you complete and someone has to physically enter this order manually. They said they could not help me any further and I just had to wait. 

Can anyone help, I was hoping to get my device tomorrow - but this looks unlikely now?

Thanks 

[Katie_B]

Hello @ZiggyM. 

Thanks for coming to the community. 

Did you receive a confirmation email?

What phone did you order?

Katie 🙂

[ZiggyM]

Hi, Yes I received an email confirmation. 

I ordered an Iphone 12 pro Max 256GB in Gold

[Katie_B]

Hi @ZiggyM. 

Did you provide our customer care team with your order number?

Katie 🙂

[ZiggyM]

Yes, they said they could not see the order.

They suggested that online upgrades are actually just completing a form that then has to be manually input by an EE staff member at the back end?

[Katie_B]

Hi @ZiggyM. 

I have sent you a private message for more information.

Katie 🙂

[ZiggyM]

Thanks, managed to get it sorted.

It took 5 separate phone calls, but got here in the end.

The first 4 calls I got the run around, the 5th call I finally got put through to someone who could help.

There seemed to be some issue with my upgrade, so I had to go confirm some details.

All sorted now and phone coming tomorrow.

Not a great experience, but sadly pretty typical these days.