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Upgrade still not processed

Beebop
Explorer

‎27-07-2020 11:18 AM

Hi EE

 

I placed an order for my upgrade a couple of days ago and I still havent had any text or email updates despire the phone being in stock and the website stating next day dispatch. If I try to track my order with the order number it doesn't work, it just says that it can't show me any information about my order at this time. Really frustrating especially when I have to pay £49 for the phone anyway. 

0 Helpful
11 REPLIES 11
Beebop
Explorer

‎27-07-2020 11:22 AM

To add i also cannot get through to EE as the phone lines are so busy, the live chat is also closed. This is such poor service.

Nudger
Investigator
Investigator
In response to Beebop

‎27-07-2020 11:24 AM

I'm having the same issue. Email to say call them,  then when I do theres a msg saying they busy.

0 Helpful
Swanta
Contributor
Contributor

‎27-07-2020 11:35 AM

I’m having exactly the same issue, as in received order number via email but no information available through tracking 

0 Helpful
Christopher_G
EE Community Support Team
In response to Beebop

‎27-07-2020 02:23 PM

Hi everyone


Thanks for ordering.

 

If you're worried about your order, or if you've received an email to say you need to call, I'd recommend speaking to the Mobile Care team. You can find contact information on the get in touch help page.

 

Our contact centres in the UK and Ireland are open to help keep you connected, but we have fewer people available to take your calls. 

 

Otherwise, DPD will be in contact when your delivery is ready to be made, usually the day before or morning of delivery.

 

Thanks for your patience.


Chris

0 Helpful
Nudger
Investigator
Investigator
In response to Christopher_G

‎28-07-2020 06:23 AM

Have tried this and no joy. Tried to book a phone call to discuss problem and still no joy! Could book appointment if I wanted to talk about anything other than upgrade! 

All I want to know is has it been agreed because if it hasn't I'll cancel and change provider. 

0 Helpful
laurenm9
Visitor
In response to Nudger

‎28-07-2020 06:56 AM

I ordered a upgrade I have had a email to say it has been successful but I haven’t heard anything since. 
min not sure if this is processed however I am in need of the new phone ASAP as my current phone is broken. 
I can’t get through to them on the phone due to the wait being so long. 
I was wondering if someone can contact me regarding this issue. 

0 Helpful
Lolah73
Visitor
In response to Beebop

‎28-07-2020 07:49 AM

I am going to cancel my upgrade and go with Virgin.  ridiculous.

0 Helpful
Jon_K
Former EE Employee
In response to laurenm9

‎28-07-2020 08:10 AM

Hi everyone.

 

Our phone lines may be busier than usual at the moment, but if you can wait on the line an advisor will be available to help you as soon as possible.

 

If you've got a confirmation email, your order has been successful and you can track it using our online order tracker.

 

Jon

0 Helpful
klbskyblue
Visitor
In response to Jon_K

‎29-07-2020 08:50 PM

I have same issue, I have had confirmation email but nothing regarding delivery. I cannot connect to customer services as they are too busy, unable to speak to online adviser. Online tracker will not show my order. I have no idea if/when this order will be processed, I need new phone ASAP as current one is damaged. How can we get any assistance with this? Please provide an answer that is not either call (as unable to) or use online tracker (as not able to). If this is not resolved soon I will cancel and move to another provider as this is poor to offer a service and not provide it