New order line is active but still not received new phone

[Milburn]

Ordered a new line and device about 6 weeks ago i knew the device would be at least 30 day to arrive. Since the 6 of this month the new line has been active but I have still not received the phone I ordered with the new line and the 1st bill is now due will the new line on

[Chris_B]

@Milburn  you need to call customer support about this 

[Leanne_T]

Hi @Milburn 

Thanks for coming to the community 🙂

Do you have an existing EE account and have ordered an additional contract?

Have you received any texts or email from DPD with delivery details? 

Thanks. 

Leanne. 

[Milburn]

It’s an additional line for an existing account, it should be being sent to my local store. I’ve received everything like the new eSIM link and my insurance documents with the phones IMEI on over a week ago just not any thing about if the phone is being sent yet as is now over 2 weeks from when the line was activated 

[Peter_W · Accepted solution]

Thanks for confirming that @Milburn.

If you've received the eSIM to activate and a handset IMEI, then this should definitely have been dispatched to your local store for collection. 

Like @Chris_B mentioned, if you give our customer care team a call they'll be able to check the tracking details to see when it was this was sent out. 

It could also be worth calling your local branch directly too, as they should be able to confirm if this is ready to collect.

Peter