iPhone 12 pro 160gb

[Mikey55]

Hi I ordered the phone on December 1st for a surprise for my daughter going on a gap year leaving December 20th and still no phone as 24 hour delivery was promised to me! The local EE have them in stock but won’t release them or let me in the shop while playing on there phones I need urgent help and have WiFi only so I can ring th please could someone help me Michael Freemantle 

[Northerner]

Hi @Mikey55 

Have you checked EE order tracking?

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

I would also add that EE phones are locked to EE. The phone will only be unlockable after 6 months. If your daughter is abroad then this is longer than the stable link policy as per EE T&C as below.

Stable links

You must comply with the EE fair use policy which includes you being a permanent resident in, or having a stable

link to, the UK. We will consider you to have a stable link to the UK if, during any four-month period, you:

• spend a total of two months or more within the UK; or

• mainly use your inclusive voice, text or data usage allowances in the UK, rather than while you are roaming.

If we reasonably believe there is a breach of this stable links policy, we will monitor this based on the combination

of your presence in the UK and usage in the EU/EEA/Switzerland for four months. If, during this four month period,

we believe or know that you may have breached the conditions set out above, we will notify you of the breaches

and ask you to explain the reasons for this, as well as setting out the type of proof you need to supply to satisfy us

that your usage complies with EE’s stable links policy.

If you do not contact us within 14 days or we think that your explanation for your usage is unreasonable we may

apply a surcharge for all future usage. Surcharges are set out above and we will cease to charge these surcharges

when you contact us and either supply the proof requested in our notification or comply with the stable links policy.

You may not resell our UK SIM cards to persons not residing in or having stable links to the UK. If you do, we may

block the SIM card and roaming services.

https://ee.co.uk/help/help-new/terms-and-conditions/pay-monthly/phone-plans

You also need to ensure her account is set up for roaming (text ROAMING to 150) 

Thanks 

[Mathewbid]

I have the same issues the only difference is that I ordered the phone 25th October and I still have not received it, I am not holding my breath to get it anytime soon, every time I call customer services they are no help at all. EE are becoming a joke. 

[James_B]

Hi @Mikey55,

Welcome to the EE Community. 🙂

Which colour and memory size did you order?

Thanks

James

[Mikey55]

I will buy another one I can’t do with alll that hassle I will
Keep it got my self as I havnt got a phone at the moment have you any jdea
of the wAiting time is exactly as the shop has them in but refused to talk
about online orders playing on there phones it does make you angry with
attitude in the Gosport shop!

[James_B]

Hi @Mathewbid,

Welcome to the EE Community. 🙂

Which phone did you order?

Thanks

James

[Mathewbid]

IPhone 12 Pro 5G 128GB Pacific Blue

[James_B]

Hi @Mathewbid,

I would have expected your phone to be with you by now.

Please get in touch with Customer Care so we can check the status of your order.

Thanks

James

[Mathewbid]

I called customer services yesterday and the lady advised that I need to just wait, there is nothing EE could do as it is a problem with the supply. To be honest this is becoming a joke, I am paying for a new phone that I don’t have and no one can give me a update. All I keep getting is “it’s showing up to 28 days for delivery”. Well I know this but it’s been almost 2 months 😡

[James_B]

Hi @Mathewbid,

I've sent you a private message. Please check you inbox and get back to me.

Thanks

James