Order tracking

[JohnH31]

I am trying to track an order but every time I click on "Track Order" I get the message:

Some internal error occurred

E00001: Service Error. User Reference is REF20250318-1739248292976

Has anyone else experienced this? Is there a solution?

Thanks

[Leanne_T]

Hi there @JohnH31 

Thanks for coming to the community. 

Which device did you order? Was this an upgrade or a new EE order? 

Speak soon 🙂

Leanne.

[JohnH31]

Hi Leanne

It is a new order for broadband and landline telephone.

John

[Leanne_T]

Thanks @JohnH31 

Could you try the 'Track Broadband' option in the Orders And Returns Help page and enter the same email address you used to place the order, do you get the same error? 

Leanne.

[JohnH31]

Hi Leanne,



Thank you for this advice, I've tried what you suggest and, using the
"Don't have an account" route, I've got into tracking. Excellent.



When I tried the "Log into your account" route, I got the error message.



Thank you so much for your help.



John