Device being returned to EE (missed delivery)

[lulu984]

Hi, 

I missed the original delivery of my new phone as i was at work. I rescheduled delivery for the Monday as my partner was home all day. DPD attempted delivery again on Sunday (even though i had confirmation this would be redelivered on Monday) and we missed it again and now it says its being returned to EE. 

No options to do anything. What can i do from here? How do i arrange a redelivery?

Thanks in advance for your help. 

[Christopher_G · Accepted solution]

Hi @lulu984 

Welcome to the community.

I'm sorry to hear that there was a mix-up with the delivery. Once the phone is returned to us by the courier, you'll be able to re-order.

Chris

[lulu984]

Hi Chris, 

when will I know if it’s at EE? When I track it still says it’s on its way back but it’s been 5 days almost. 

[Katie_B]

Hi @lulu984. 

Once it has been returned you will be able see this via your tracking link. 

You should also receive an update to confirm it has been received.

Katie

[lulu984]

It’s been a week now and the tracking link doesn’t work. 
Can anyone advise on what I’m supposed to do now? Can’t seem to call and talk to anybody. 

[Leanne_T]

Hi @lulu984 

Was this an upgrade or new contract? 

Leanne.

[lulu984]

This is my upgrade. It last said it was on its way back to EE (this time last week), now I can’t seem to track it. I’m not sure what to do next. 

[Leanne_T]

Hi @lulu984 

Once the return has been processed your contract dates will be amended in your My EE account and you will be able to order again. 

Leanne 🙂

[lulu984]

Thanks for your help Leanne. 
How will I know when it’s been returned, as I can’t track it. Will I get an email/call? 

[Leanne_T]

Hi @lulu984 

You should receive a text or email depending on which contact method you requested. Please keep an eye on your My EE or give us a call on 150, to see if this is showing as returned and when you can upgrade again 🙂

Leanne.