IPhone 17 Pro 1TB

[sgillick16]

Hi i upgraded both my contracts to the IPhone 17 Pro 1TB on the 28/02/26. I was told it would be up to 21 days but received a text message today stating they have an estimated date for delivery. I call up 150 and was told these texts were incorrect and that they were expecting stock within 24/48 hours?

How can they give incorrect information and not take ownership of their mistake.  I want to know how long I will be actually waiting as if I ordered the phone off Apples website it would be here by Monday. I have been with EE over 12 years and they treat loyal customers like dirt.

Can someone actually be helpful and give the correct information regarding waiting times?

[Schockwave]

@sgillick16 , it depends when EE get delivery of the devices and how many are waiting for them, as delivery is done on a first come first serve basis. They have told you they are expecting stock within 24-48 hours, so should not be long now until you receive your device.

Apple will always have stock first and then supply them to networks, so not sure what you expect, they cannot send you a device if they have not got it, they do not treat loyal customers like dirt, you just have to have a little patience, or go to Apple and get one delivered from them.

Only a member of staff may be able to give you a rough idea from here in the forum, they cannot see or access accounts and do not know who you are, so the best bet is customer service.

[sgillick16]

I received 4 text messages within 2 days stating the phone were dispatched.  I called them and was told they are out of stock. One of the previous advisors told me wrong information and this has been the case throughout the years regarding other issues. 

Loyal customers do get treated like dirt the entire service from EE is poor. I have been a customer for over 12 years since the merger and never will understand how one advisor gives completely different information from each other.

[Linzi_H · Accepted solution]

Hi @sgillick16 

I'm so sorry that we've left you feeling this way.

Looking at our internal stock guidance, all iPhone 17 Pro 1TB colours are expected to be dispatched within 21 days from the date you ordered. 

Once stock is assigned to your order, you'll be updated, and then DPD will set your delivery date and time slot.  As @Schockwave has mentioned above, all orders are sent out on a first come first served basis. Please make sure you download the DPD app so they can keep you up to date with your order as it starts progressing. 

I'm really not too sure how you've received text messages stating your order is out for delivery, and I can only apologise for the confusion. I'm confident our team will have reported this to prevent further messages from being sent until stock arrives. 

If you feel like your query has not been handled correctly, or you remain unhappy about the process, then I'd suggest Making a Complaint using the online webform. A dedicated member of the team will then reach out to you within 7 days to discuss your experience. 

Linzi 

[Jojo165]

Similar experience here. Took me 1 online attempt and 2 calls of 50 minutes each to upgrade and each time they failed to tell me the phone wasn’t in stock. Their ID system wasn’t working correctly and at the 1st attempt they just said they couldn’t verify my identity leaving me with no choice but to end the contract. After speaking to retentions it was clear it was all a system fault and the agent just didn’t want to pursue a fix. After my second attempt to upgrade I was told next day delivery. When it never came I called and was told it was out of stock at the time of order. Never experienced such terrible service. No idea when it may arrive. 

[sgillick16]

Its crazy glad its not just me having issues with EE are you still waiting for yours and when did you order?

[bristolian]

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@Jojo165 wrote:

Their ID system wasn’t working correctly and ...they just said they couldn’t verify my identity leaving me with no choice but to end the contract.

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Are you saying that the CS bod couldn't verify your identity but was happy to accept disconnection notice? That in itself would need security being passed so is highly unusual.

I think you may misunderstand how EE's mobile contracts work, they only "end" if & when you explicitly give & serve 30days notice. They otherwise continue on a rolling basis, precisely to avoid any user being left without service.

[Jojo165]

It wasn’t my initial identity check on the phone. It was the system verified identity using passports, electoral roll etc and is used when offering credit.

I haven’t misunderstood how anything works. I used to work for Orange myself back in the day and have had a contract for 20 years!
When they couldn’t offer me an upgrade because they couldn’t offer me a credit facility because of the identity system failing, I said the only option then was for me to end my contract and disconnect. At that point I was offered a PAC code.
When I called back and spoke to customer retentions they were astounded.


Sent from my iPhone

[Jojo165]

I ordered 7 days ago and it was meant to be delivered within 7 days. Not heard anything.


Sent from my iPhone

[bristolian]

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@Jojo165 wrote:
It wasn’t my initial identity check on the phone. It was the system verified identity using passports, electoral roll etc and is used when offering credit.

I haven’t misunderstood how anything works.

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This wasn't explained in your original post, hence my comments about what is a very popular misunderstanding.

Although upgrades shouldn't require the same level of credit-checking as new connections.