Can't track order, website broken

[WoolMam31]

I ordered a new phone that said it was in stock on Wednesday, but when I try to track the order i click on mobile phone option, and it just takes me to the "link a sim" page and I can't track anything. I called the helpline but they couldn't see what was happening on their side, said their system just showed that an order was placed but that is it. Wouldn't comment on the website being seemingly broken either. Please can somebody help me with this issue?

[Northerner]

Hi @WoolMam31 

If tracking is not working then you'll need to speak to EE CS on 150.

Alternatively download the DPD app.

Thanks 

[WoolMam31]

Hi, as mentioned I already called, they don't have a tracking ref, and couldnt even check if it had dispatched or not, just said they can see i had ordered but the system doesn't show them anything else. They said the phone was in stock and it should have been dispatched by now though (Samsung Fold 7 black 1tb)

DPD said they can't help because I don't have a tracking ref, and the track order EE page doesn't work as mentioned before. I really am at a loss as to what to do.

[Chris_B]

@WoolMam31  You’ll be sent tracking once a device is allocated to you.  You have an order number that’s automatically generated when you place an order.  You can not track nothing as no device has been allocated to you yet.   I’m more surprised you don’t have tracking yet if the device was in stock, but at present it says up to 7 days.  It could just be when you ordered someone could have got in just before you so they took  last device that was in stock. That’s just me guessing though. 

 

[WoolMam31]

I see, yeah maybe i was just unlucky in my timing then :')

Guess i'll wait and see what happens then, thanks for the help

[WoolMam31]

Update on this:

I can now see the tracking page, the order says it dispatched, but I have not had any email or text with tracking and DPD don't know about anything 😕 tried calling but phone hung up on me after 40 mins of waiting

[Ali_A]

@WoolMam31 

Have you received any update for your delivery? Sometimes the emails may go to junk/spam folder so it's worth checking that too. 

Did you purchase a brand new connection, upgrade, or a SIM free handset outright? 

Ali 

[WoolMam31]

Hello

With EE for broadband, this was adding a phone/sim to my account

Still no updates, I called today again, took them 40 mins to find the order and check 'things' then just said 'oh well something should happend with it soon, it's been 7 days now' and wouldn't or couldn't give me anything further, no dpd tracking ref, no emails.

Tried asking if i could speak to somebody higher up to discuss but they wouldn't put me through because they said there wasn't any more information to give. They did say they would start a complaint for me but I don't know if they actually have or not.

Tbh it is starting to feel like I'm being played here

[Ali_A · Accepted solution]

@WoolMam31 

You mentioned the order for Samsung Fold7 1TB Black was placed on Wednesday 30th July. Do you remember what time of day you placed the order? 
Just checking our historical stock in formation it looks like the expected delivery times changed on that day. 

Orders placed after 4pm were "Available to order- Expect despatch within 7 days". (Earlier in the day it was expected dispatch 28 days). 

I can see as of Tuesday this week we've received the stock from manufacturer, and expected dispatch is now only 1 day for all new orders, so I'd have expected yours to be picked and dispatched by now. 

If you've not had any update, and Customer Service were unable to see an update for tracking numbers on your order when you called them, it may be worth giving the sales team a call to check if your order is stuck. If so they can cancel the order and re-process it to get it out as soon as possible. 

Ali 

[WoolMam31]

It seems that it was stuck in processing for some reason, but they were able to rectify it today and they have also now sent me emails and dpd tracking. Thanks for the suggestion of mentioning the sales team, they were able to see more than the other people i had spoken to before. Hopefully phone tomorrow!