EE delivery issues

[Alupton15]

Recently upgraded with EE and they sent out my new phone over a week and either EE or DPD to include the house number on the address sticker. Now the DPD tracker says the phone is on it's way back to EE, but I've had absolutely no updates from DPD or EE about this. Went to the EE store and they were absolutely no help as "it's all online". Spent 45 minutes on hold to get through to 150 who said that this DPD/address issue is  a known issue and I need to wait for the phone to arrive back with them and receive confirmation that my contract has been cancelled before being allowed to upgrade again!  Still yet to hear anything further from EE about this. Absolutely appalling service all round from EE and DPD. 

[Jon_K]

Hi @Alupton15.

Did our Customer Care team say if they'd be able to reorganise your delivery once it had been returned?

Have you spoken to DPD to see if they're able to help?

Jon

[Alupton15]

Customer care said "it looks like someone requested it" but that was all. 

DPD are unable to help as it's been returned due to the address not being recognisable. 

[Jon_K]

Thanks @Alupton15.

Did they say what had been requested? Was it another delivery?

Jon

[Alupton15]

No, someone requested the delivery to be returned to EE. No other delivery has been sorted or was even given as an option. I was told I will need to wait for confirmation from EE that my new contract is cancelled before I can do anything further and at that point I will need to go for a whole new contract.  

[Jon_K]

Thanks for confirming, @Alupton15.

You should be notified once it has been returned, I'm sorry to hear this has happened in the first place.

Jon

[AdamWC]

Same happened to me, waited in the last three days now and EE promised this morning that I would receive my new phone today. DPD say the same, phone on it's way back to EE. I've been sent around in circles, now paying for a phone which I don't have.

Happening to a lot of customers at the moment. Good luck!