Upgrade

[Cheriseplant]

Hi, 

so I ordered an upgrade yesterday afternoon, I’ve had confirmation of my order, but no further details of it being dispatched etc,

when I try track the order it just shows a message and says “sorry we can’t give you any updates right now” or something along those lines,

do I just need to be patient as it’s the weekend? 
thankyou

[ShaunV91]

Exactly the same for me, but I wouldn’t worry! 

I’m told orders should be processed within 24 hours and you should get confirmation of this. I’ve just spoken to someone on Live Chat about this.

They did say because I have an “XKO” number I wouldn’t be able to track it and have to phone the Sales team for updates?

[Cheriseplant]

Oh Thankyou I have been worrying of no update, 

and yes I have a ‘XKO’ number too so that’s probely why I can’t track it at the moment, 

so it’s just a case of waiting then.

Thankyou 

[ShaunV91]

I’m sure there will be people more knowledgable than me on the matter.

But I’m told, as long as you have the initial confirmation email, you shouldn’t have a problem!

If I don’t hear anything by Monday/Tuesday I’ll follow it up.

I was waiting for the “tracking” email but from my conversation with Live Chat there may not be one?

[jimmyb1000]

I received an email but wasn’t convinced that it had gone through.  I called today and was told it hadn’t!  So the guy I spoke to sent me the new contract by text which I digitally signed and he says it has now gone through although I still can’t track. 

[Alex_S · Accepted solution]

Hi @Cheriseplant and @jimmyb1000,

Welcome to the community 🙂

I can see @ShaunV91 has given you some great information on your delivery!

If your order has been recently placed, it may take a day or two for the online order tracker to be updated with your information.

If you have your confirmation email with an XKO or XKN, your order has been processed. If you ordered online and there is any further information we need, our Sales Support team will be in touch.

Once your order is ready fro dispatch, you will receive a text from DPD with your delivery details.

Alex 🙂

[Falenone88]

Exactly the same . I feel as though I,m being messed around with ee and bt. I switched to bt from now broadband.  The biggest mistake ever!! They contradict themselves. Still not received my upgrade they sent email saying I had to email them back with my xko .. what the blazing heck,s going on they could atleast tell me what it is .I've just recently lost my beloved wife I don't need all this. Please can somebody help me get to the bottom of my bt account and ee account Please 😔 🙏??

Regards

[mod edit: please do not post personal information on the public board. Thanks!]

[Katie_B]

Hello @Falenone88. 

I am so sorry to hear of your recent loss. 

I would absolutely love to see if I can find more information regarding your upgrade. 

When you have a moment please check your community inbox. 

Speak soon,

Katie 🙂

[Elliot10]

Can I have some help?

[Katie_B]

Good Morning @Elliot10. 

Thanks for coming to the community. 

How can we help?

Katie 🙂