How long does it take to receive a pay monthly device?

[saiham6]

Hi, community, 

I ordered a pay monthly phone for in-store collection on 11th Jan and received an order ID on the 13th Jan. On the tracking page, it says the order was dispatched on the 13th. On the tracking page, it said I would receive a text from DPD and EE for collection in-store. Today is the 22nd and almost 11 days since I placed the order I have no updates on when I would receive the phone.  

In the meantime I did receive posts about my billing which is fine - but it had me confused if the device is ready to be collected or not. 

I wanted to reach out here with my query to help understand the situation as I couldn't get much information when trying to reach out to multiple people/help pages from EE. 

Kind regards,

[Chris_B]

@saiham6  Have you tried calling the store in question? 

[saiham6]

Hi, @Chris_B 

I tried calling them and their store is always busy. Eventually I did manage to get through one call and told me that I would be receiving a text from DPD or EE about it. No update so far.

Today I had a direct debit on my account for the phone and device plan without even having the device on hand! I just don't know what to do at this point. 

I downloaded the EE app to access Live chat but it's not available for me yet. 

I am really lost here on what to do 😞

[saiham6]

Update: 

I just called the customer service (not 150) had to go through the automated system a couple of times to land on a real person. 

Even though they were from the billing department, extremely helpful in finding my account and the associated orders. 

It turns out that the device was delivered to the store and ready to collect since the 14th. They mentioned it could be that DPD was not provided my non-EE number which I used when ordering to further communicate about my order? Even so, the delivery tracker was not helpful at all! It only says dispatched, if it said it's delivered I would've just collected it. The store (which never picks up my call) did pick up the call once and told me to wait for the text even after they took my name to check if they have the device in-store! 

Extremely frustrated with the experience. I just hope I get my device tomorrow when I pop into the store before they return it to EE! 

I'll keep posted here for further updates

[Chris_B]

@saiham6  Make sure you take in date photo ID with you.  

[MDaviis]

This has happened to me, what was your outcome please. Kindly