Order Tracking: Pay Monthly orders

[Christopher_G]

If you are waiting for a delivery, you can use our online order tracker to check the status of your order. You’ll need:

• The email or phone number you used to complete your order

• Your 10 digit order number

You can find your order number in the confirmation email or text that was sent to you after you completed your order.

If your order number doesn’t work

If you’re having problems with the order number, check you’re using the email address or phone number that you gave use when you placed the order.

If you still have problems, call us on 150 to confirm your order number is correct.

When will my order arrive?

SIM orders will arrive within 3-5 working days.

For other orders, once we’ve received your items from the manufacturer we do our best to get them to you within 24 hours.

You’ll get a text from our delivery partner DPD the day before your order is scheduled to be delivered.

If you’ve chosen to have your order sent to an EE store the process is the same. You’ll need to bring a valid form of ID with you when you pick it up.

What ID is needed for delivery or collection?

For a DPD home delivery you’ll need one of the following:

Photographic

Passport

International ID card

To collect from an EE store you’ll need to bring:

The card you paid with

The email confirmation of your order

A valid form of ID (a full UK/International passport or UK photo driving licence)

If the order tracker doesn’t show a delivery date

Sometimes we can’t accurately predict the delivery date of your order. This can happen when your order is a new product or is in very high demand.

If there’s no delivery date shown, or it says ‘awaiting confirmation’ it means we can’t tell you for sure when to expect your delivery. We’ll send you an update by email or text message as soon as this changes.

If you won’t be home at the time of your delivery

You can use the DPD app to rearrange your delivery in advance if the proposed time isn’t convenient.

If you miss your delivery the DPD driver will leave a card so you can arrange another delivery.

If a family member at your address has a valid form of ID and the same surname as you, they’ll be able to sign for your order.

You can find more information about orders and delivery on our Help site.

[Luke177]

it was a samsung a53 5g in black with 125gb of memory, it was one of the "good as new" ones 

[Luke177]

katies dont leave me hanging please i have a wife and kids

[Katie_B]

Thanks for getting back to me @Luke177. 

I have checked our stock and this is showing as available so your new phone should be with you soon. 

If you wish to speak about this further please give us a call on 0800 079 8586 from any landline or provider. 

Katie

[Luke177]

Can ya track it, cause i sure cant

[Leanne_T]

Hi @Luke177

If you would like further information on the order and the tracking details for the online order tracker, please call us on 0800 079 8586 and the team will help you get this looked into. 

Leanne.

[BigSuse]

why is the Order Tracker so useless?   As far as I can tell it will only have any information once it's going to the courier.  Why can't it have other information, even simple like "order placed",  or even better "waiting for stock".   I've been waiting 2 weeks now and I have to phone 150 for updates.  The order tracker has never been updated.

[mook711]

I made an order for a Samsung Galaxy S23 on Saturday 1st, upgrading my contract from a sim only contract. I received an order number and receipt but nothing else since then. When I try and track the order I get an error saying I can't track the order. I've used both my username and phone number in the tracking page. I can't phone customer service as I can't use my existing phone as it was dropped and the screen is damaged and no longer works, hence the upgrade to the new phone. I don't have a landline. There doesn't seem to be any online help. In My EE my contract page is blank. How do I find out what is going on?

[Katie_B]

Good evening @mook711. 

Thanks for ordering with us. 

What colour and memory size did you go for?

Speak soon, 

Katie

[mook711]

Hi,

I ordered the Samsung S23 256GB, in Phantom Black. I really hope you're not going to tell me that this model is out of stock and I will have to wait until more are received because at no point during the ordering process was I told that it wasn't available. If I had been I wouldn't have ordered one.

[Christopher_G]

No, it's definitely in stock and expected to be dispatched within one day, @mook711.

I would recommend speaking to our Mobile Care team, just to double check your order.

Chris