Order Tracking Shows Error on Website/App

[Brayangab139]

Hi,

I ordered an iPhone 17 Pro Max 512GB on Tuesday night. The order status showed “Awaiting dispatch” earlier, but now the EE website and app show an error when I try to track it.

I haven’t received any SMS or email about shipping, only the initial order confirmation. I’ve checked the order number and email, but I still get this message:

“Sorry, that didn’t work! Please try again. You’ll need your order reference number …”

I’ve seen that other people in the community are having the same issue since yesterday, so it seems like a system problem.

I just want to confirm if my order is still active and when I should expect it to be dispatched, since the website said 1–2 working days for delivery.

Thanks if someone from EE can clarify.

[Ali_A]

HI @Brayangab139 

As you're seeing an error when trying to track, your order may not have been completed. Please give our Customer Service team a call where a guide in the Digital Sales team can check your order went through correctly. 

If the order couldn't be processed, the team can discuss what additional information we need to manually complete it for you.  

Ali 

[Brayangab139]

Hi,
Thanks for your reply. I’d like to clarify what has happened with my order.
I placed an order for an iPhone 17 Pro Max 512GB on Tuesday night.
Initially, the order status showed as confirmed and awaiting dispatch, so I knew it had been accepted.
However, since yesterday, when I try to track the order on the website or app, I get the following error:
“Sorry, that didn’t work! Please try again. You’ll need your order reference number …”
I haven’t received any email or SMS about dispatch yet — only the original order confirmation.
I’ve checked the order number and email/phone exactly as used for the order, but the error persists.
I can see from the EE Community that other customers are experiencing the same tracking issue, so I think this may be a system problem.
I just want to confirm that my order is still active and approved, and if any additional information is needed from me to ensure it is processed correctly.
Thanks in advance for your help.

[Schockwave]

@Brayangab139 , you will have to ring customer service if you want further information, as we have no way of checking your order, but I suspect if you have received confirmation of order it should be ok.

I would also suggest making sure that you have the DPD app, where you will receive notification with a PIN number which you will have to show the driver before receiving the device.

[Aksoej]

Did you get this sorted yet?

[Brayangab139]

Not yet. I called customer service and they told me I needed to call another department first. They asked me to create a security PIN for the account.

I also sent an email and they asked me for some confirmation details, which I provided. After that, I haven’t heard back from them yet, and the app is still showing the same error.

[Jdmatthewsss96]

I've had this issue also, I ordered mine on Tuesday 0 updates and the error is showing exactly the same on the tracking page.

been into the store they couldn't help, website said to call, the customer service advisor said she couldn't help and had to call someone else, then back to the website.

a complete shambles - I'm cancelling my order tomorrow if I don't get an update, already spoken to theee and I'll be saving £20 a month by transferring 🤷‍♂️

[Chris_S]

Hi @Jdmatthewsss96 

I'm sorry to hear about your experience, it sounds like it's very stressful for you.

When you ordered your new device, did it present an XKO reference at the end of the order process?

Chris S

[Brayangab139]

My order reference starts with XKO. On the first day after placing the order, the tracking page was working and showed that the order was awaiting dispatch.

However, from the second day onwards, the tracking page started showing an error saying that my order reference is incorrect, even though I am entering the correct code.

My order is for an iPhone 17 Pro Max 512GB in Deep Blue. Since placing the order, I have not received any email confirming that the item has been dispatched, nor any message saying that the phone is out of stock or delayed.

I have also tried contacting EE. I sent emails but did not receive a response, and the community only suggests calling customer service. When I called, they were not able to help me either.

At this point, I would just like to confirm the status of my order or receive an estimated delivery date, as currently I have no way to track it.

[Jdmatthewsss96]

Hi there yes it does I have an email confirmation too and have been charged also from my bank.