Issue with delivery tracking

[mkvry]

Hi everyone. I recently ordered an accessory via the "add to plan" offer, and afterwards received the usual email saying it's being processed. However just this afternoon (less than 24 hours after ordering) I got two emails saying that my order's "out for delivery" and that it's now been delivered to me.

Obviously this is not possible as the item hasn't actually made its way from EE's warehouse to my front door, and whenever I try to track the order via the clickable link it only returns an error. When I check my order under the "manage" tab within the EE app it still shows as delivered.

After speaking to an EE rep they now say it's with Royal Mail (instead of the usual DPD) but cannot give me a proper tracking number. It also looks like others have experienced this as well with EE orders, particularly this August 2026.

Has anyone else encountered this issue with their EE orders? Thanks.

[mkvry]

Did you ever end up getting your order? Currently facing the same issue.

[Michael_D]

Hi @mkvry 

Thanks for coming to the community.

While many deliveries will be sent by DPD, some may be sent by Royal Mail, but it is strange that there is no tracking details.

The best thing I can suggest would be to wait a few days for the delivery, and if you've not had anything by the end of the week, give our customer service guides a call so they can look into this further for you.

Michael

[gregconnolly]

Similar issue here. Ordered a laptop on 26/08, was told it’d be delivered by 01/09 and just shows “order placed” on EE site. Never got an update do called yesterday to be told they have no update for me. 

Checked this morning for an update which has changed and now shows “Your package is being dispatched soon. We’ll keep you updated by email so you can track its journey.” so still none-the-wiser when I’m supposed to be getting it! 

[Lesley_W]

Hi @gregconnolly 

Thanks for coming to our community. 

I'm sorry you haven't had your delivery yet, but I'm pleased there has been an update added. 

Our team may be able to give you more info if you give them a call, but hopefully it won't be too much longer. 

Lesley

[mkvry]

Hi Michael, thanks for the reply.

It's now been half a week since I placed the order and I still haven't received the item. Royal mail tracking doesn't work, and it only shows as "delivered" on my account DESPITE not actually being delivered to my address.

I've already called customer support twice and they said to just wait for the item as there's no way of tracking it. And given that EE's system now thinks that I've gotten it I fear that I will be charged the monthly fee despite the item not making its way to me.

[Katie_J]

Hi @mkvry. 

Thanks for getting back to us and keeping us updated. 

I'm sorry to hear you have still not received your delivery. 

Our customer care team are in the best position to look into this further for you.

Alternatively, there is also the option of opening a complaint. 

Katie

[mkvry]

Hi Katie,

Thanks for the reply. I did call earlier to get in touch with a rep to get an update, although the item finally arrived afterwards, exactly within the 7-day delivery timeframe.

[Ritu_D]

Hi @mkvry 

Thank you for coming back and letting us know you now have your item. 

Ritu