by clo84 Investigator
Investigator

Despatch upgrade

Hi,

 

I upgraded my phone online last night, provided my card details to pay the upfront amount and received a confirmation email but I've heard nothing since and the money hasn't gone from my account. I was expecting at leadt a despatch email and an expected delivery text today. How long does it take to process an upgrade order? I've been an existing customer for years and nothing has changed? 

 

Thank you!

1 SOLUTION

Accepted Solutions
by
EE Community Support Team
Solution

Re: Despatch upgrade

Thanks for confirming that @clo84

 

Please get in touch with Customer Care so we can take a quick look at your order.

 

The team will be happy to help. 🙂

 

James

View solution in original post

10 REPLIES 10
by Grand Master
Grand Master

Re: Despatch upgrade

Hi @clo84 

 

If you have an order number you can check EE order tracking.

 

If not then you will need to call EE CS on 150 to track your order.

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by clo84 Investigator
Investigator

Re: Despatch upgrade

Thank you....

 

All the tracking tells me is "sorry, we can't shoe you you're order details right now".

 

I guess I just wondered if this is normal? I shall call CS tomorrow if not. 

 

Thank you!

by Grand Master
Grand Master

Re: Despatch upgrade

Hi @clo84 

 

Call CS tomorrow on 150 and find our what's going on. 

 

Thanks




To contact EE Customer Services dial 150 From your EE mobile or 07953 966 250 from any other phone.

EE standard opening hours are 8am to 9pm weekday, 8am to 8pm on weekends.
by
EE Community Support Team

Re: Despatch upgrade

Good morning @clo84,

 

Welcome to the EE Community. 🙂

 

It can take a little time for your order to be processed. Have you received your confirmation email yet?

 

Thanks

 

James

by clo84 Investigator
Investigator

Re: Despatch upgrade

Hi @james_B

 

Yes, I received a confirmation  email on Sunday when I made the order with all the details but I've heard nothing since and no upfront payment has been taken from my card?

Clairelouise 

by
EE Community Support Team

Re: Despatch upgrade

Hi @clo84,

 

Which phone did you order?

 

Was it in stock?

 

Thanks

 

James

by clo84 Investigator
Investigator

Re: Despatch upgrade

Hi...

 

It was the Huawei Mate 20 pro and it said it was in stock and normally despatched within 1 day?

 

X

by
EE Community Support Team
Solution

Re: Despatch upgrade

Thanks for confirming that @clo84

 

Please get in touch with Customer Care so we can take a quick look at your order.

 

The team will be happy to help. 🙂

 

James

View solution in original post

by clo84 Investigator
Investigator

Re: Despatch upgrade

All sorted! Called CS and they have found the order and my phone is arriving tomorrow. Thank you for your help!

by
EE Community Support Team

Re: Despatch upgrade

Brilliant news, thanks for letting us know, @clo84 

 

Enjoy your new phone! 😄

 

Chris

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