Can't track phone

[BBaker1]

Hi

I upgraded my phone yesterday and got a confirmation email of my phone order and new contract. A string of texts today from EE about my new plan etc and my new device has extender warranty. My EE app has updated with a new plan but showing no sign of my device being upgraded and when I track my device order it says 'sorry we can't track it right now'.

Also I paid £50 upfront for the phone and my EE app is showing this as a credit on my account which will be taken off my next bill, which I thought odd as it is for the device. 

Can anyone tell me if this is normal? I've been with EE for years and I've never had any issues before now. I was expecting a device to be on its way. 

[Katie_B]

Hi @BBaker1. 

Welcome to the community. 

That seems perfectly normal. Before you phone is dispatched your account will be updated, the credit on your account is there to cover the equipment charge once your next bill is produced. 

Have you received any information from DPD?

If you download the app and enter your delivery details does anything show?

Speak soon, 

Katie

[BBaker1 · Accepted solution]

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@Katie_B wrote:

Hi @BBaker1. 

Welcome to the community. 

That seems perfectly normal. Before you phone is dispatched your account will be updated, the credit on your account is there to cover the equipment charge once your next bill is produced. 

Have you received any information from DPD?

If you download the app and enter your delivery details does anything show?

Speak soon, 

Katie

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Thank you! I can't track as it says it can't show details but DPD tried to deliver today but no one was home. I've rescheduled the delivery for later this week 😊

[James_B]

I'm happy to hear your phone will be with you soon @BBaker1 🙂

James