New EE customer waiting for phone to arrive, can't contact anyone

[LRansom]

I signed up with EE on Monday 21st July, my phone was supposed to be available for dispatch in 1 working day according to your website. I have heard nothing since receiving my order number.  I have already checked the dpd app and there is nothing.

The Order tracking doesn't work.

The customer services phone number regularly posted on the forums doesn't work. The CS number in the EE app isn't recognised.

The phone I ordered was a titanium blue Samsung Galaxy S25 Ultra 512gb.

I am not happy about being left in the dark like many others on here.  Not a good start from your company.

If I can't get a response by the end of the week then I'll be cancelling my order and going elsewhere.

[Schockwave]

Hello @LRansom ,

Welcome to the community,

If you look here, there is an outage, which EE are trying to fix as a matter of urgency:

https://community.ee.co.uk/t5/EE-Community-info-News/Landline-out-of-order-and-can-t-dial-150/m-p/15...

Someone from the EE staff may be able to let you know if the phone is in stock, @Leanne_T 

[Rach_H · Accepted solution]

Hi @LRansom,

Welcome to the Community!

We would expect this model to be sent out within 24 hours, so I'm surprised to see that you've not heard anything. I'd recommend reaching out to our team, and they'll be happy to take a look into this for you.

Rach