New phone -Order tracker not working - online chat not available - can't phone!

[Sivvus]

Hi,

I ordered a new phone/upgraded yesterday lunchtime and was told that I would get paperwork when it was dispatched. Since then, nothing. I have paid a lot of money, which has been taken, and got texts saying that my contract had changed in various ways, but no information about my phone delivery.

I can't phone 150 as the reason I'm replacing is that my old phone mic is broken. I need a replacement ASAP.

I tried to contact the online chat but got a message that it is 'currently unavailable'. The same thing happened when I put my order number into the online tracker.

TIA for any info!

[Chris_B]

@Sivvus   You’ll receive a tracking number once a device is allocated to you, at present you have an order number.  Online chat isn’t available until customer services are open they don’t work 24h a day.       Have you checked your spam folder ? 

[Sivvus]

Yes, I've checked all my folders and had no communication at all, beside the texts where EE confirmed that they have taken my money and changed my caps/allowances.

How can we check the allocation status? Is there currently a delay?

[Sivvus]

Thank you for replying so early in the morning. 🙂

[Leanne_T]

Hi @Sivvus 

If the plan has changed your order has been dispatched and DPD will text you with tracking details for the delivery 🙂

Leanne.

[AlexBonavia]

I am having the same issue. I have received a text message from EE telling me to re-arrange delivery but the tracking number does not work on EE or on DPD and I can't access live chat.... 

[Katie_B]

Hello @AlexBonavia. 

Was there a link provided on your text message?

Katie