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Upgrade delivery

Lollyh83
Explorer

‎06-12-2021 08:07 PM

Hi 


I placed an order to upgrade for an iPhone 12 white 128gb on Friday 03.12.21 I received a confirmation email straight away and funds taken from my account. 

I then received an email yesterday asking me to contact EE for ‘further information’ so I did an it was to do with my address. I thought that this was sorted and my phone would be delivered today (06th) or tomorrow but I hasn’t received a tracking number or info from dpd.  

my account has been updated to the new plan but still no phone or details. I called today and apparently it has been delivered but got cut of while he was investigating it further. 

so I am still clueless as to what is going on - I am paying for a new phone which I don’t have and no idea when I might get it. 

I will try and call again tomorrow too but 2.5 hours call today and still not resolved is really frustrating! 

0 Helpful
3 REPLIES 3
Northerner
EE Community Star
EE Community Star

‎07-12-2021 06:53 AM

Hi @Lollyh83 

 

What does EE order tracking say?

 

https://myaccount.ee.co.uk/orderdetails

 

Thanks



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone. You can call Freephone +44 800 079 8586 on Skype

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
Lollyh83
Explorer
In response to Northerner

‎07-12-2021 07:31 AM

Hi 

 
 
It says ‘Sorry we can’t show your order details right now’ 

its also odd that on the app my
plan has been updated to my new one but the device still shows as this device and not the new one 
0 Helpful
James_B
EE Community Manager
EE Community Manager
In response to Lollyh83

‎07-12-2021 08:12 AM

Hi @Lollyh83,

 

Welcome to the EE Community. 🙂

 

Your plan would only change once your phone has been dispatched. I'd recommend getting back in touch with Customer Care so they can track your delivery with DPD.

 

James