Item not delivered

Velvxt
Investigator
Investigator

Hi there , I ordered an iPhone 16 and sim 3 days ago and I haven’t got an email saying it’s been dispatched and I can’t track the parcel, I can’t ring Ee because I haven’t got the SIM card hence why I bought a new one PLEASE HELP!!!

13 REPLIES 13
Ali_A
EE Community Support Team

Hi @Velvxt 

Have you checked your Spam/Junk folder to see if you have received an email? 

If you've not heard anything yet there may be a problem with your order. The team may need further information to complete your order. 

Please call Customer Service where the guide will be able to locate your order and check the latest update for it. 

Ali

Northerner
EE Community Star
EE Community Star

Hi @Velvxt 

Download the DPD app and check your delivery. You'll also need a pin for delivery.

Thanks 




To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.

I don’t have a reference number to type into dpd only the order number 

I have paid first instalment for phone got the tracking number but can’t track parcel and havent received reference number or the phone and sim 

Chris_B
EE Community Star
EE Community Star

@Velvxt  Do you mean you’ve paid the up front cost for the device ?    And have received an order number ?  This starts with XKO or XKN.  When did you place that order ? 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
Rach_H
EE Community Support Team

If you have the DPD app and enter your details then you should still be able to see the details of your delivery without the reference number @Velvxt.

Rach

Yes paid the upfront cost 

I placed that order on the 18th

Peter_W
EE Community Support Team

Thanks for confirming that for us, @Velvxt.

Have you tried registering for the DPD app with your delivery address like @Rach_H recommended?
Peter