I'm struggling

[OO58RON]

I was told that my new iPhone was to delivered yesterday.

I took the day off of work to be available, but nothing arrived.  I cannot find any way to contact EE.

The order number that I have on my email is not recognised by the system and so that of no use.  It's six numbers then a dash, followed by a further six numbers.  Tried with and with the dash and with and without a gap between the two blocks of numbers.

I'm seriously getting annoyed by EE's reluctance to speak with their customers

[Chris_B]

@OO58RON  have you received a tracking number? This is not a number that starts with XKO or XKN  ?  Did DPD contact you about a delivery?   

[OO58RON · Accepted solution]

I have managed to locate a telephone number for EE Business.  A young Irish lass was very helpful and after a very long conversation she was able to establish that the order had never gone through (for whatever reason). She has now ordered it again and it should now be arriving tomorrow.

This lass was super patient and helpful and I believe all will be sorted now.  Thank you for your response.  

In answer to your question I was trying to use "Your order reference is: 230221-000093." to track my order on the EE system to find out where my puchase was.  But because the order hadn't been completed properly, it wouldn't work.

[Leanne_T]

Thanks very much for coming back an letting us know @OO58RON 

Have a lovely day and enjoy your new phone when it arrives 🙂

Leanne. 

[typolisa]

Ordered a sim Sunday. Got a confirmation email. Just chased it up in chat which took over an hour! Due to a long wait, some very slow typing and a shift change. Turns out the order never went through properly. Guy on the chat said he'd order another one right away but this time I don't have a confirmation email! Starting to consider leaving EE! Couldn't even raise a complaint as the complaints form said I'd gone over 500 words when I was under 400!!!

[James_B]

Hi @typolisa,

Welcome to the EE Community. 🙂

Don't worry, a confirmation email wouldn't be generated for a replacement SIM order.

You should receive your SIM in 2-5 working days.

James

[typolisa]

It was the first time and the chat agent said I would get an email and text the second time too!

[James_B]

Hi @typolisa,

Did you order the first SIM online?

James

[typolisa]

Yes

[James_B]

Hi @typolisa,

That's why you received a conformation email from our digital team for the first order.

A manual replacement processed by our Customer Care Team doesn't generate an automated email confirmation.

Hope this helps.

James