New order, no order number but device up-front payment taken

[dumaurier]

I am with EE for my broadband, and seeing i can leave my current mobile provider, I made an order for a pay monthly mobile on EE.

I went through the order, the initial up-front cost for the device was taken, and I received an email with plan details, but there has been nothing else. No confirmation if the order has gone through, if not, why not, no order number.

If there's no order number, why was the up-front payment taken? I need to know if the order has/is being processed and I need an order number

[Schockwave · Accepted solution]

Hello @dumaurier ,

Welcome to the communiity,

The upfront payment should be pending on your bank account and will not be actually taken until the device is dispatched.

Have you checked your spam/juunk folder as it may have in gone there?

Once your order is dispatched, you will receive notification from DPD up to the evening before delivery and another one on the day of delivery with a one hour window and a PIN number, which you will need to show the driver before receiving your device.

If you want to make sure that it has all gone through ok, you can ring customer service to find out.

[Phonegirl232]

I have also done an upfront payment of £30 it has actually came out my account but I’ve only recieved pre agreement 

[Alex_H]

Hi @Phonegirl232,

Welcome to the EE Community

If you are wanting to check the details and tracking of your order but have not received any additional e-mails, I would recommend getting in touch with us so one of our guides can check your order and pass the details on to you.

Alex

[Gemb1992]

I have also done an upfront payment of £30 it has actually came out my account but I’ve only recieved pre agreement 

[Katie_B]

Hi @Gemb1992. 

Thanks for ordering with us. 

Have you checked your Spam/Junk folder for your email confirmation?

If you have checked and the email is still not there I would recommend giving us a call. 

Our customer care team can confirm if your order has been received and also provide you with your order number for tracking. 

Speak soon, 

Katie 🙂

[gebm]

hello! would you be able to check if my order is successful as well? paid an upfront too but no confirmation message ir order number. thank you.

[Katie_B]

Hi @gebm. 

Welcome to the community. 

We have no account access here to be able to confirm if your order has been received. 

I would recommend getting in touch with our customer care team. 

Katie