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upgraded phone on order

DeeTee21
Investigator
Investigator

‎12-02-2021 08:08 PM

Hi all,

I ordered the s21 512gb phantom black as an upgrade through the EE App. When i try to find the status of the order, it states "No information available" if i have put my order number in with my phone number. BUT...If i pour in the order number with my email address, it tells me the information that they are waiting for it to be in stock.

Im concerned that my phone number doesn't work for this. Have they messed up the order and are giving me a new contract in addition to my exsisting one? I don't want to pay for 2 phones.

I called and an EE representative told me that he couldn't find any information on it at all! Not very helpful!

CAN ANYONE HELP ME?

0 Helpful
5 REPLIES 5
Chris_B
EE Community Star
EE Community Star

‎12-02-2021 08:25 PM

@DeeTee21  Only customer services can help you with this as this public forum doesn’t have access to your account.

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
DeeTee21
Investigator
Investigator
In response to Chris_B

‎12-02-2021 08:28 PM - edited ‎12-02-2021 08:29 PM

Hi, i spoke to them and they said they don't know anything about it. They said i should post a question here.

0 Helpful
Chris_B
EE Community Star
EE Community Star
In response to DeeTee21

‎12-02-2021 08:30 PM

@DeeTee21   This forum can not check your account and customer services should be finding out what’s happening/happened.     Looks like you got an agent who wasn’t helpful at all.  

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
0 Helpful
Shanzii
Valued Contributor
Valued Contributor

‎12-02-2021 09:16 PM

Have you checked the My EE App to see if there has been an additional line added and when you upgraded did you do so by 150 or did you do it manually??

 

I don’t think there is anything you should worry about and I’m sure the upgrade was done as you wanted. I believe that when the order was placed the email was used and that is why it shows up with your email but not your number. I have a similar thing with my current order. My number works to track it but my email doesn’t but I only have 1 email I used with EE so it’s obviously linked to it. It’s probably just the information they used when placing the order, if no additional number has been added to your account then I’m sure you are fine:)

0 Helpful
DeeTee21
Investigator
Investigator

‎13-02-2021 12:16 AM

Thank you so much. I was really worried. I suppose it'll bee fine. I'll double check when it arrives. 

Thank you


D 

0 Helpful