New Phone ordered no date or Address have not received ?

[GazSmallman]

I have Ordered a New Phone Upgrade and usually i get my new handset's very quick on EE but still have not received

xko*********

when tracking there is No Address or date when it was expedited ?

[Mod edit: Please do not post personal information such as order numbers on the public board. Thanks!]

[Linzi_H]

Hi @GazSmallman 

Welcome to the Community. 

It sounds like the order you've placed is awaiting stock to arrive, and we can certainly check any expected timescales for you here. 

Can you let me know what you've ordered? (Please include make/model, colour, storage size, and order date).

Speak soon,
Linzi 😊

[GazSmallman]

Linzi

       I placed an Order on 24th Nov for Samsung Galaxy S25 128GB Icy Blue

my tracking says Dispatched ? with pointer and x above, I had a 4 digit code off DPD and that was my last contact

Hope you can shed some light on this as never had the issue before.

[Alex_H]

@GazSmallman If you have received a PIN that would suggest the phone was with DPD for delivery, did you not receive a DPD tracking link to the same number? 

The online order tracker will track your order up to dispatch at which point you should get a tracking number from DPD to track the actual delivery.

If its been over 24 hours since it dispatched and you received the PIN code, please give us a call on 150 as one of our guides can check the DPD tracking to find out what is going on with the delivery. 

Alex

[GazSmallman]

Hi
Thanks for your advice

I have gone through your telephone service and the automated reply has not helped me !

Your website tracker shows my phone should have been here last week within 24 hrs of order

DPD sent security code but nothing else since.

No date, Time slot etc

So I am at a loss of where my device is ?

[Alex_H]

@GazSmallman You will need to get through to one of our guides for this particular query as the automated reply wont be able to help check. 

If you call 150 select option 1 and get the link sent via text, open that and you can just select Mobile> Customer care> Billing> Anything else and it will setup a call to one of our guides to check the delivery.

Alex

[GazSmallman]

One of your guides helped me and got DPD tracking number, when looking into this my device has now been returned to EE

DPD tacker says they tried to deliver 3 times which is a lie, I have a ring doorbell and have no activation or footage of DPD attempting to deliver over the last week

My existing device is unusable, I need a phone ASAP and I am now being billed for a device I am not in receipt of so not very happy.

My EE account Tracker for the new device does not show latest details

I need to know when I may receive the phone I ordered on 24th Nov

Can some one advise when i will receive this as the original Tracketr said within 24hours.

[Alex_H · Accepted solution]

@GazSmallman I am sorry you have had an issue with your delivery. If DPD report they are unable to deliver, a return to sender is requested. When the device is received back in our warehouse, the order is cancelled and your account reversed back to as it was before your order. 

Anything you have paid on the new plan would be reversed as part of the order return. Once the account is reversed you would be able to place a new order. 

Our team on 150 should be able to investigate the delivery attempts from DPD and raise feedback if it is needed, I would recommend they check which contact number you have on the order as well as the online tracker will provide updates to the point of dispatch, at that point you should then get a text from DPD with the tracking for the actual delivery.

Alex