About ordering a phone off EE

[Daz1981T]

I’ve just been on the phone again to EE about the phone that I ordered nearly 2 weeks ago and all he cared about was me swapping my Internet and phone home phone to EE. I said you haven’t got a chance at the minute. And just keep getting told the same thing over and over again I’m at the point now I’m on about cancelling both contracts and going to another supplier

[Michael_D]

Hi @Daz1981T 

Welcome to the community.

I can understand your frustration with this when you are just wanting to see when you will have your phone.

Our teams will always try to promote taking our broadband, but should only be done at appropriate times.

While I don't have access to your order here, I can see the general stock information, which will give us a guide as to when you may expect it.

Which model of phone, including colour and storage size did you order?

What date was the order placed?

Michael

[Daz1981T]

It was two weeks ago. I phoned up last week on Wednesday and the woman on the phone said if you change the colour from black to teal I can get it the next day. I have confirmation on an email to say the phone will be delivered on the 30th of the 10th 2025. I phoned up again today to find out where the phone is and all they can say is you will get it in time so they’re saying I will get it by Thursday. I keep being messed about sent round in circles. I actually pay twice for the postage. I was told the first postage because that order was cancelled. I would get the refund put onto my credit card to find out today it wasn’t it was put on my account to take off for the bill then I find out my first bill for the new phone will be in 10 or 11 days I’ve not even had the phone yet I’m getting to a point where I don’t want to have EE Internet or phone in January as well as I’m getting to the point where I want to delete or cancel both of my contracts, it doesn’t take this long to get a phone. That’s what my frustration is. 

[Daz1981T]

I’ve been with EE for seven or eight years and waiting for my order for my phone is getting beyond a joke. It says I was gonna get it on the 30/10/2025 i’m still waiting. I really am considering going to another contractor like O2 they said I can get the phone the next working date. I have two contracts with EE and I’m with sky for my Internet and broadband. Someone was gonna phone me on around the middle of January, so I could go with EE for my broadband and phone but if the phone doesn’t appear by Thursday then I won’t even be doing that. I’m just losing my mind with it, everyone just tells you different things. How old is it to get a phone to your customers?

 

[Leanne_T · Accepted solution]

Hi @Daz1981T 

I'm really sorry you have been advised this would be next day delivery for the iPhone 16 Plus 128GB in Teal. 

For orders placed from the 24th October, expected dispatch is within 7 days. Once your order has been dispatched, DPD will be in touch with tracking details for the delivery. If you download the DPD app this will show any scheduled deliveries for the address. 

If you would like to discuss the order and check for any updates, please get back in touch with our mobile guides or you can open a complaint using the online complaints form and one of the team will get in touch to discuss everything with you. 

Thanks. 

Leanne.