by Sjg1976 Contributor
Contributor

Order Tracker can't find my order

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.


 

1 SOLUTION

Accepted Solutions
by Sjg1976 Contributor
Contributor
Solution

Re: Order Tracker can't find my order

Hi All,

 

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.

 


 

22 REPLIES 22
by Grand Master
Grand Master

Re: Order Tracker can't find my order

Hi, 

 

Best call EE CS on 150 tomorrow just to check your order is correctly processed. Forget live chat call EE. 

 

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 Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

Thanks.

 

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.

by Grand Master
Grand Master

Re: Order Tracker can't find my order

@Sjg1976

 

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. 

 

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 Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

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.

by
EE Employee

Re: Order Tracker can't find my order

Hi @Sjg1976 

 

It does sound like we may have taken your email address incorrectly if you have not received any notification bar the text messages.

 

I'm glad you are now receiving your phone though 🙂

 

Many thanks,

 

Lee

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

You must have my Email address as the original Email came through.  With the XKN order number.

 

Just nothing after that.

by
EE Employee

Re: Order Tracker can't find my order

Hi @Sjg1976

 

This is indeed very strange.

 

Many thanks,

 

Lee

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

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...?

by
EE Community Support Team

Re: Order Tracker can't find my order

Hi @Sjg1976,

 

Do you currently have a multi SIM?

 

If so you should be able to push the nano SIM out of the centre of your micro SIM.

 

Another option is to pick up a new SIM from an EE Store if that's easier for you.

 

Thanks

 

James

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

Hi No.

 

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..

 

 

by
EE Community Support Team

Re: Order Tracker can't find my order

Hi @Sjg1976,

 

Your new SIM will arrive in 2-5 working days.

 

Thanks

 

James

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

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?

 

 

by
EE Employee

Re: Order Tracker can't find my order

Hi @Sjg1976

 

The Google home should have arrived with the device.

 

Please let me double check on this one.

 

Many thanks,

 

Lee

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

Hi Lee_H,

 

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.  

 

by
EE Employee

Re: Order Tracker can't find my order

Hi and welcome to the community @Sjg976

 

I have sent you a private message to assist with this issue.

 

Many thanks,

 

Lee

 

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

Still haven't had any update to the status of the order, if it's gone through, or anything.

by
EE Employee

Re: Order Tracker can't find my order

Hi @Sjg1976

 

Your details have been passed over to the team dealing with this.

 

As soon as they have completed their investigation, they will get update.

 

Many thanks,

 

Lee

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

Thanks.

 

Hoping the device will turn up this week.

At the moment I can't see that happening though.

 

by Sjg1976 Contributor
Contributor

Re: Order Tracker can't find my order

Well...

 

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.

 

Thanks.

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