02-12-2017 11:07 PM
I've recently place an online Upgrade order. After the initial Email with details of the Order Reference with an xkn reference, this just sat at awaiting confirmation.
I had an online chat, and have now been given a new reference number 0********9.
I was told I'd also get an Email and text confirming the order reference which I still haven't received.
When trying to check on the track my order. I get an Awaiting confirmation on the first reference recieved, and on the latest reference number, I get an Error saying "Sorry that didn't work"
How long does it take to get the Order Email with a correct order reference that can be tracked?
As I've been told that the delivery should happen on Monday, but I can't verify this.
Any help appreciated.
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12-12-2017 09:30 PM
Just to let you know the Google Home arrived today.
Thanks too Lee_H or Leanne_T as I presume they escalated this.
Still never got any Emails just the text messages, so don't know what happened.
The process of ordering wasn't the best I had online.
Just glad it's all now arrived and working.
02-12-2017 11:35 PM
Best call EE CS on 150 tomorrow just to check your order is correctly processed. Forget live chat call EE.
02-12-2017 11:46 PM
I'll give that a go, but after being on hold for ages just trying to get through that's why I went the live chat route.
Any idea on the best combo for Menus to get to the right department to speak too.
There didn't seem to be a Query about your order option.
02-12-2017 11:49 PM
Just press any options.
You are better off speaking to someone. Also the call is free on pay monthly so no costs for holding on.
03-12-2017 10:44 AM
Just a quick update..
Order Tracker online still says it doesn't recognise the order number this morning.
Better news is, I've had a text from DPD confirming delivery for tomorrow. I won't be in so have changed this to arrange a collection.
Still not sure why EE haven't sent an Email confirming this, or why the order Tracker doesn't work.
At least DPD seem to know about it though.
03-12-2017 01:32 PM
03-12-2017 01:53 PM
You must have my Email address as the original Email came through. With the XKN order number.
Just nothing after that.
05-12-2017 04:27 PM
Well Phone all collected now.
I would Love to say it was a Happy Ending, but have had to get hold of Customer Services again, as the SIM Card in my Original phone doesn't fit in the New Phone.
Even though I was told it would.
So I now have the phone, but cant't use it.
So now got to wait another few days for the replacement SIM Card to be sent out, and have my current old working phone cut off, as the pre-activate the SIM when they EXPECT you to recieve it.
Oh well.... Hopefully the Google Home Delivery that come's as part of the contact won't be any issue...?
05-12-2017 05:02 PM
05-12-2017 08:27 PM
Don't have a Multi SIM.
It was just a Micro SIM in the old phone, so I can't just push out the Nano one.
Short of cutting it....
SIM Is on order now (as from yesterday afternoon), so just waiting for it to arrive.
Any idea how long these normally take to be sent out. Was hoping 1st class post and receive it today, but that's gone by now..
07-12-2017 03:27 PM
Just an update.
SIM Card has now been recieved. So phone is now working 🙂
Just the final piece of the Puzzle now, the Google Home.
Expected 14 days after the phone arrives, will I get an E-Mail or text Message confirming this?
07-12-2017 08:06 PM
I'm don't think the Google Home should have been sent with the phone.
On the Christmas Offer for the phone Contract and Google Home it says. "
Phone is usually dispatched within 1 day, to you or your local EE store. Tech will be dispatched 8 -11 days after you receive your new phone."
I'm just concerned that the Initial XKN order number that I had E-Mailed to me after placing the order that was sat on "Awaiting Confirmation". Has been lost in the system.
I then had to get through to. Customer Services, which after been on hold for ages, I used Live Chat, and then got a New order Number.
The phone arrived next working day without, and the SIM Card didn't fit, so back onto Customer Services again.
2 days later, SIM Card and phone are all up and running.
What I want to know now is.
1. Has the Google Home been added to the order correctly, as I've had no follow up Emails at all.
2. If I will get any Emails saying an expected delivery time.
The whole ordering, and order tracking process has been extremely painful. If I'd have know the process would have been so bad I would have gone elsewhere.
Just order updates would have been good, and maybe after the phone had arrived, another one giving the updates to the Google Home order.
12-12-2017 08:39 AM
Good News have had a Text this morning, and delivery is meant to be today.
Still didn't have any E-mails.
I'll update later.