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Order tracking: pay monthly orders

Christopher_G
EE Community Support Team

If you are waiting for a delivery, you can use our online order tracker to check the status of your order. You’ll need:

 

  • The email or phone number you used to complete your order

 

  • Your 10 digit order number

 

You can find your order number in the confirmation email or text that was sent to you after you completed your order.

 

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If your order number doesn’t work

 

If you’re having problems with the order number, check you’re using the email address or phone number that you gave use when you placed the order.


If you still have problems, call us on 150 to confirm your order number is correct.

 


When will my order arrive?

 

SIM orders will arrive within 3-5 working days.


For other orders, once we’ve received your items from the manufacturer we do our best to get them to you within 24 hours.


You’ll get a text from our delivery partner DPD the day before your order is scheduled to be delivered.


If you’ve chosen to have your order sent to an EE store the process is the same. You’ll need to bring a valid form of ID with you when you pick it up.

 


What ID is needed for delivery or collection?


For a DPD home delivery you’ll need one of the following:

 

Photographic
Passport
International ID card


To collect from an EE store you’ll need to bring:

The card you paid with
The email confirmation of your order
A valid form of ID (a passport or photo driving licence)


If the order tracker doesn’t show a delivery date


Sometimes we can’t accurately predict the delivery date of your order. This can happen when your order is a new product or is in very high demand.


If there’s no delivery date shown, or it says ‘awaiting confirmation’ it means we can’t tell you for sure when to expect your delivery. We’ll send you an update by email or text message as soon as this changes.

 

 

If you won’t be home at the time of your delivery


You can use the DPD app to rearrange your delivery in advance if the proposed time isn’t convenient.


If you miss your delivery the DPD driver will leave a card so you can arrange another delivery.


If a family member at your address has a valid form of ID and the same surname as you, they’ll be able to sign for your order.


You can find more information about orders and delivery on our Help site.

1,480 REPLIES 1,480

Nothing at all regarding the order.

Getting to the stage where I cancel everything and leave EE it shouldn't be this hard to upgrade your device and as I can see it's a very common problem.  It's nothing to do with delivery company's cause I a delivery driver...

Katie_B
EE Community Support Team

Hi @Steve1951

 

I would like to see if I can find any more information. 

 

When you have a moment please check your inbox

 

Katie 🙂

mrmarkporter
Visitor

I ordered a Good as New Yellow iPhone 11 128Gb more than two weeks ago and beyond the automated weekly messages saying that it should be coming at some point I have no news of when I might expect this to arrive.

 

Since there seems to be some kind of delay, I would have expected a notification telling me a bit more about why and how long (that's what the initial email from EE promised), so I'm hoping someone here can let me know what's going on.

 

Edit to add: Online tracker has order status as "confirmed" with delivery date "awaiting confirmation"

Noz80
Visitor

Hi,

I placed an order yesterday for an additional handset/line to my account. I rang up today after a slight problem and was told I would receive the phone within 24hrs and a text email from DpD. Still nothing,? Can't track the order as the tracking doesn't work??? Seems this is a extremely common problem here, and the only response is to contact CS. Why is this continually happening to EE customers? Why is the tracking system not fixed so it can do what its supposed to do, track orders? 

I now have a second number/line showing in my EE but have no idea when I will recieve my it along with the handset. 

 

I hope somebody here can shed some light and tell me exactly what's going on? This is extremely frustrating. Especially at the moment.

 

 

Basically if you are upgrading your phone EE are saying nope your not getting that till after covid-19. I will be honest I did ripe in to the guy on the phone but they should have on the site that no upgrades are being processed right now, but yet they can send you a new device to be added to your phone plan next day without issues.

 

I will be leaving EE due to there poor service.

Theriever
Explorer

Hi I ordered a Samsung galaxy watch active 2 as an add on, on the 19/5 I have the confirmation email but no delivery date and the order tracker does not work. 

the upfront payment has not been taken from my account either. 

James_B
EE Community Support Team

Hi @Theriever,

 

Welcome to the EE Community. 🙂

 

If your payment hasn't been taken, I'd recommend getting in touch with Customer Care so we can check your order has been processed.

 

Thanks

 

James

And how do I do that? call 150 and they say they are only taking calls from vulnerable people, no option to chat, what do you suggest?

 

James_B
EE Community Support Team

Hi @Theriever,

 

We are prioritising calls from vulnerable customers but you can still call when necessary.

 

You can also chat with Customer Care online via our get in touch page when an adviser is available.

 

Thanks

 

James

 

Hello,

I’ve had the same problem. I have ordered an Apple Watch as an additional line and had my email but nothing further and it doesn’t work on the tracker, when is it likely to arrive? Many thanks, 

Becci