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EE Community Support Team

Order tracking: pay monthly orders

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.

 

 

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.

46 REPLIES 46
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Explorer

Re: Order tracking: pay monthly orders

Hi, I placed an order on 17th April for an upgrade. I received an email to say my order was being processed but have received nothing since.

I have tried tracking the delivery using the order number in the confirmation email but get a message saying Sorry this order cannot be tracked. 

How do I get further information about when my order is due without calling?

Thanks

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Good Morning @becks2006

 

Thank you for ordering with us. 

 

What phone did you order?

 

Please also provide colour and memory size so I can see if I can find more information for you. 

 

Speak soon, 

 

Katie 🙂

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by
Explorer

Re: Order tracking: pay monthly orders

Hi Katie,

 

Thanks for your reply! 😊

 

It was the Samsung S20 in cloud pink.

 

 

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Thanks for getting back to me @becks2006

 

I have looked at this and the device is showing as in stock. 

 

I would love to see if I can help further when you have a moment please check your inbox

 

Katie 🙂

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New Member

Re: Order tracking: pay monthly orders

I ordered an Apple Watch series 5 as an upgrade for my Husband yesterday and received the confirmation email within and hour stating my order is on its way but when I went to track it this morning I was asked for my order number but the email DOES NOT contain any number it just lists my phone number and Acc number.

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by
Explorer

Re: Order tracking: pay monthly orders

Good morning,

I ordered an iphone 7 32GB silver on 10th April for my son. I received the email confirming my order with the order number xko********* and have heard nothing else. Any idea when the phone is likely to be delivered?

 

 

Mod edit: [please do not post personal information on the community].

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EE Community Support Team

Re: Order tracking: pay monthly orders

Good Morning @Jrt73

 

Welcome to the EE Community. 

 

I have checked this and the device is in stock.

 

What is the status of your order when using the online tracker?

 

Speak soon, 

 

Katie 🙂

 

 

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Explorer

Re: Order tracking: pay monthly orders

Hi Katie,

 

The online tracker doesn’t work it just takes me to the online question page about deliveries?

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Thanks for confirming this @Jrt73

 

I would love to see if I can look further into this for you. 

 

When you have a moment please check your inbox. 

 

Speak soon, 

 

Katie.

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by
Explorer

Re: Order tracking: pay monthly orders

Hi, I placed an upgrade order on Friday 25th April and have an order number confirmed via email.

I have not had the text or email to say when it will be delivered.

The phone ordered was an iPhone XS Max in Space Grey and was in stock when I placed the order.. 

When i use the order tracker it just says 'sorry, we cant show your order details right now'

 

I would just like to know when it will be delivered?

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Hi @Emma444.

 

Welcome to the community.

 

I'm sorry to hear that the order tracker isn't allowing you to track your order.

 

In this case, I'd recommend contacting our Customer Care team so they can access your account and give you an update.

 

Jon

Highlighted
by
Explorer

Re: Order tracking: pay monthly orders

Thanks Jon, unfortunately i have contacted them twice on chat today but they cant access online orders, i have been calling the cust service number given to me for hours but am always told to call back as no agents available and the line is now closed...  someone must be able to check my order status? 😞 

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Thanks @Emma444.

 

Our phone lines are busier than usual at the moment.

 

I'd recommend trying again later on or tomorrow, as this will need to be checked by an agent with access to your account.

 

Jon

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by
Explorer

Re: Order tracking: pay monthly orders

Upgraded my contract early on April 30th at 2AM to an 11pro max, recieved an order number but it says try again later, from what i understand i'm supposed to get a text a day in advance of the delivery, but i'm yet to recieve a text. that's 3 full days since the order, with not a word from EE outside of the original order confirmation email, i understand that the current circumstances affect deliveries, but waiting a minumum of 5 days is a bit of a stretch.

Highlighted
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EE Community Support Team

Re: Order tracking: pay monthly orders

Good Morning @B_kirk737

 

Thanks for ordering with us. 

 

What colour and memory size did you order? I would love to see if I can find any further information. 

 

Katie.

Highlighted
by
Explorer

Re: Order tracking: pay monthly orders

Thanks for the speedy reply, its a space grey model 256gb, ordered as a "good as new" 

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Hi @B_kirk737.

 

This device is currently showing in stock, I have sent you a private message for further details.

 

Katie 🙂

Highlighted
by Investigator
Investigator

Re: Order tracking: pay monthly orders

Can someone please look into my order please the online tracker isn’t working

Highlighted
by
EE Community Support Team

Re: Order tracking: pay monthly orders

Good Morning @Joleen3

 

Welcome to the EE Community. 

 

What phone did you order?

 

Please also provide colour and memory size.

 

When did you place your order?

 

Katie.

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