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Missing order number

VV78
Investigator
Investigator

‎06-09-2022 11:42 PM

I upgrade 3 handsets on Saturday, mine and my kids’, with an estimated delivery date of Monday 5th. No sign of the handsets yet or contact from DPD as per the confirmation emails. I can’t track the order as I don’t have an order number on any of the emails about the handset. Is there any other way to track what’s happening? I spent 45 minutes trying to get through on 150 today and gave up in the end.

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18 REPLIES 18
gavin29
Established Contributor
Established Contributor

‎06-09-2022 11:43 PM

Call first thing as soon as they open that's when it's best to get through to them

gavin29
Established Contributor
Established Contributor

‎06-09-2022 11:45 PM

It seems like the phone you have ordered are not in stock I had this problem before 

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Chris_B
EE Community Star
EE Community Star
In response to gavin29

‎07-09-2022 05:39 AM

@gavin29   What phones is that then are there is no mention of device type. 

To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.
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gavin29
Established Contributor
Established Contributor

‎07-09-2022 09:52 AM

It happened a while ago to Ms so wouldn't be handset's you have ordered 

Leanne_T
EE Community Support Team

‎07-09-2022 09:57 AM

Hi @VV78

Thanks for coming here. 

What model phones, including size and colour have you ordered? 

Leanne 🙂

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VV78
Investigator
Investigator
In response to Leanne_T

‎08-09-2022 07:27 AM

Finally managed to speak to someone yesterday. The phones are being held by DPD who claim they attempted delivery - they didn’t as someone has been home for three days waiting. DPD didn’t contact me before and no card was left. I can’t amend delivery with DPD and they keep delaying when I can pick them up, which apparently is now down to me. Have emailed customer services rep today that I finally managed to get through to on the phone but if she can’t resolve this today I’ll go to my local branch and if they can’t sort it out I’ll take my three contract ( mine and kids) to a provider that actually want to help. 

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Christopher_G
EE Community Support Team
In response to gavin29

‎08-09-2022 09:53 AM

Hi @VV78

How are you getting on? Have you managed to get sorted?

Chris

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VV78
Investigator
Investigator
In response to Christopher_G

‎08-09-2022 10:07 AM

 Nope. No response to my email to your colleague in customer services and I can’t get anywhere with DPD. No option to change delivery just telling me they are being held at a depot and then due to be delivered to a shop somewhere for me to pick up tomorrow, although yesterday they said they would be available to pick up today. If I can’t resolve today I’m just going to cancel. It shouldn’t be this hard to get a delivery and issue resolved.

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Christopher_G
EE Community Support Team
In response to gavin29

‎08-09-2022 10:12 AM

The delivery is usually pretty straight forward, @VV78.

If the delivery fails, DPD usually try again the following day. What was the problem? Was it the wrong address or something?

Chris

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