No Order Confirmation for Sim Free Phone from EE

[IU02]

Hi there,

Last night, I ordered a Sim Free iPhone 16 Pro 128GB from the EE website. I did not use the store.ee.co.uk website. I went on ee.co.uk -> mobile -> sim free phones then from there I ordered the device. I am an existing EE customer so I had to log in using my EE account details to place the order, additionally, I financed the device which I assume I was accepted as I got an email about hard credit check on my report, I have an email welcoming me to EE Finance with an agreement number attached to that email and I had EE Finance Glow debited £50 out of my bank account. 

However, I did not receive any order confirmation about the process including the device that I ordered or even what colour from EE nor did I receive any tracking details. When I completed the process, all I got was a message that they couldn’t confirm my order right then which was quite worrying.

I was wondering if I should try and phone up to get more information or if there is nothing to worry about. I feel a bit silly wanting to save £50 on the full price so that’s why I ordered from here instead of Apple directly. I did not want to take out a Flex Pay Contract as it would be more expensive, and I have had a phone contract previously with EE, after that I moved to sim only and now it is a monthly rolling contract as it is cheap and there was no better offers available, so it just made sense to order from here. 

Many Thanks

[Michael_D]

Hi @IU02 

Thanks for coming to the community.

I can understand you'll want to make sure that the order has gone through.

The finance part does sound promising, but if you've not had a confirmation email and the message said the order couldn't be confirmed, it can't do any harm to speak to our team over the phone to get it checked. 

Please keep me posted with how you get on.

Michael

[IU02]

Hey Michael,

Good News, I was able to speak to an EE Guide in the tech/electronics team. They saw my upfront payment, unfortunately, no order went through at their end on my account. So they had to manually place the order for the phone that I ordered when I provided them with my agreement number that showed that the finance went through, and I should receive the phone by the end of this week.

I hope this info helps anybody who comes across a similar problem. 

[Debbie_G]

It's great to hear you've been able to get this sorted and should have your new phone soon @IU02.

Thanks for getting back in touch and letting us know.

Debbie 🙂

[IU02]

@Ben1582 Hey Ben,

Sorry I couldn't respond sooner. I contacted the tech/electronics team on 08000790062. I spoke to a lady and basically told her what happened, since I already have an EE line she found all my details automatically, and told me that she couldn't find any order on my account. So to redo the order, she just asked me for the time I did the initial order to find the payment and for my agreement number, if you have been approved for the finance you would receive that via email. Then she created a new order using my agreement number and sent it to the back office to be processed manually. The whole convo took around 10 minutes. 

I received my phone today, so I can't fault the customer service team at all. I admit, I did record the whole delivery process incl saying the pin to unboxing because I've heard the horror stories of people not receiving their devices from EE/DPD, and I refused for that to be me.

Best of Luck