Highlighted
by scotty11
Explorer

Im away with work and my phone has broke.

Good Afternoon Readers,

Long story short, im away with work and my iphone 7 has broke.

Due to my location, i am unable to use a landline. So I ordered a

new phone via EE Online as i was due a new contract in July anyway. 

 

First problem, my order went through even though i dont think my payment

went through, as my bank asked for me to verify my payment by exchanging a 

code VIA TEXT. Though, i am still receiving Emails from EE saying my order has

gone through and i will be receiving the new handset in the next few days.

 

Secondly, on arrival at my house it is mentioned in the Email that i must

show some form of ID for proof of purchase. As im over 600miles away from

home this is a problem. will my other half be able to take the phone on my behalf?

would a house bill or document with both our names on be good enough? 

 

To any readers who work for EE, i would like to put forward that using only one

method of contact for ALL inquiries isn't really logical considering that one method

isn't useful when someones phone has broken. We live in an era now where home landlines are on there way out, futhermore anyone who deploys or works abroad cannot get in contact with you.  

 

Any help would be a great help, thank you in advance. 

1 SOLUTION

Accepted Solutions
by Legend
Legend
Solution

Re: Im away with work and my phone has broke.

Hi @scotty11 

 

A number of points to cover off here.

 

When your order was complete you should have received an XKN number by email. (Also check your spam). You can check your order here

 

You can contact EE CS free on Skype, so any device which connects to Skype you can use over wi-fi. EE also have a live chat, but just remember that CS works to UK working hours. 

 

As for delivery, If your partner has the same surname, and photo ID, then delivery should be ok. 

 

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.
8 REPLIES 8
by Legend
Legend
Solution

Re: Im away with work and my phone has broke.

Hi @scotty11 

 

A number of points to cover off here.

 

When your order was complete you should have received an XKN number by email. (Also check your spam). You can check your order here

 

You can contact EE CS free on Skype, so any device which connects to Skype you can use over wi-fi. EE also have a live chat, but just remember that CS works to UK working hours. 

 

As for delivery, If your partner has the same surname, and photo ID, then delivery should be ok. 

 

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 scotty11
Explorer

Re: Im away with work and my phone has broke.

Hello Northerner, 

 

Firstly thank you for the swift response. 

 

I have indeed received a XKN number which works on the online order tracker. The order is still in the confirmation stage. Is there a chance that due to the payment not going through this order could still be rejected even though im receiving other emails about delivery etc?

 

Regarding delivery, me and my Fiancee are due to get married in the following months, so she still holds her maiden name. i can see this being a problem. 

 

I will look into contacting EE via Live chat tomorrow if i can find it in the maze of a website. failing that, Skype.

 

Thanks again, i hope you have a good night. 

by Grand Master
Grand Master

Re: Im away with work and my phone has broke.

@scotty11   She just needs to show photo ID.   You’ll be ok with a different surname.  

by
EE Community Support Team

Re: Im away with work and my phone has broke.

Good Afternoon @scotty11

 

First of all a huge early congratulations on getting married. 

 

I would recommend contacting us regarding your order if a payment has not went through, this will help prevent any delays.

 

Please keep us updated with your progress, 

 

Katie 🙂

by scotty11
Explorer

Re: Im away with work and my phone has broke.

Thank you Chris. theres one problem sorted. 

by scotty11
Explorer

Re: Im away with work and my phone has broke.

Hello Katie, thank you for the response.

 

Thanks, means alot!

 

Ive been looking on your page for a long time, im not getting anywhere.

 

Could you please provide me with the actual number to ring using Skype,

bare in mind i am very much abroad. 

 

Live chat would be perfect for my situation but has no available agents.

by
EE Community Support Team

Re: Im away with work and my phone has broke.

Of course, I'd love to help @scotty11

 

Please check your private messages, I have sent you a message for further information. 

 

Thanks, 

 

Katie 🙂

by Grand Master
Grand Master

Re: Im away with work and my phone has broke.

Try the Freephone no. in my sig over Skype.

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