Has my order gone through?

[sjrbear1]

Morning, I put an upgrade through 3 days ago and had an email confirmation with an order number but the phone is yet to be dispatched. I presume there is a backlog due to the new iphone coming out (I've ordered a 14). I am unable to track the order as its not dispatched but there isn't anything on my account to confirm I have ordered. I'm really just after a bit of reassurance that it is in process if anyone can assist on here at all please? Thanks

[Schockwave]

Hello @sjrbear1 ,

Welcome to the community,

Once your order has been dispatched, you will receive notification from DPD up to the evening before delivery and another one on the day of delivery with a PIN number which you will have to present to the driver. 

If you have not already done so, please download the DPD app and register with the same details EE have.

[Leanne_T · Accepted solution]

Hi there @sjrbear1 

Thanks for coming to the community 🙂

Just to add to @Schockwave's advice, if the device was showing in stock and you have not received any updates on the order and the plan has not changed in your EE app, please give us a call on 150 and the team check the order was processed at our end for you. 

Let us know how you get on. 

Leanne.

[sjrbear1]

Whats the best time to call please or are the phone really busy most of the time atm? Thanks

[Leanne_T]

Hi there @sjrbear1 

Sorry I'm not aware of a best time to call. 

When you call 150, you should get the option to request a call back or you can hold to speak to a guide.

Leanne.