No Confirmation Email

[SillyMoongose]

Hi,

I've pre-ordered a new iPhone 16 PM. I have received a text message saying that my order was confirmed and a link to track the device. When I press the link, it asks me for an order reference number I never received. I called and they said it's all good, but I never signed anything, I never got a copy of my contract, and I don't have an order reference number. Is this normal for EE? I have just joined, so I'm new. Also, I have asked if I can be given my order reference and they said no. 

[Chris_S]

Hi @SillyMoongose Great choice of phone there! I'm excited to get my hands on an iPhone 16 at some point myself.

The phone's release date is the 20th of this month, so a tracking reference will not be available yet.

You'll get a tracking reference when your order has been passed to the courier so you can track the delivery.

Did you order the phone online or over the phone with a guide?

Chris S

[SillyMoongose]

I understand I can’t track it until Friday probably, but I was expecting I’d get at least email confirmation if not pre contractual documents. I’m just a bit worried because nothing is showing on my EE, I’ve not heard any updates ever since the order is confirmed. 

[Chris_S]

It's understandable that you're worries @SillyMoongose 

If you upgraded online, you would have been shown a breakdown of your plan and your terms and conditions, it gives you the option to download a copy of those for your safekeeping.

Although we can't send out a copy of your plan agreement, I'd recommend giving us a call on 150 from an EE phone, then a service guide can look into your account and see if they can give you an update.

Chris S

[Madchemic43 · Accepted solution]

I would call CS and check they have all your details correct. 

[SillyMoongose]

I called and they can see the order but no one can resend the confirmation email or give me order reference number. I can see that the money has been taken from my bank this morning it’s not pending anymore so I guess it’s all good and all I can do now is wait and hope for the best haha 

[Madchemic43]

Try sending email to EE support?

That is the team I got my tracking email from. 

They have already taken money out? I haven't been billed yet, but they said to me in store i can expect my phone on Friday.

Didi you order online?

[SillyMoongose]

Where did you find their email? I’ve looked everywhere and can’t find it.

I did it online originally and I got email that I have to call them to confirm details and I spoke to someone very rude and was told that I can’t have iPhone 16 PM as a new customer and they can only offer me base iPhone 15 to which I said no. I then got a phone call on Monday and I placed new order. 

They took the money, last night was showing as pending this morning I can see that it’s been claimed. 
I’m with EE for the first time ever, and I must admit it started terrible! 😂 

[Madchemic43]

I just got the no-reply email from EE support.

I ordered in store. 

[BenLola]

Hello, silly question did you receive the order by now? I ordered a hub mobile internet device, can see that the money has been taken from my bank but still did not receive any confirmation email.