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.

[Chris_S]

@Brayangab139 and @Jdmatthewsss96 It's a good sign that you've both received an XKO reference after the order was completed,as that will meen that the order was logged.

It may be the case that we need to get stock in before the phone can be dispatched.

If you give us a call, a guide can use your XKO reference to look into your order and give you an update.

Chris S

[Jdmatthewsss96]

That is shocking,

it's almost as if you've not read our previously messages about trying to call and get in contact but we end up consistently going round in circles?

Also why would it say it's going to be dispatched with in 24hours & say instock on your website then?

I shall be looking to cancel this order (if I can get through to someone who will) and move networks it's been frustrating trying to get issues sorted with EE recently just keep getting passed onto someone else

[Chris_S]

I understand your frustration @Jdmatthewsss96, I'd feel the same way.

We'd need to get access to your order to give you an update.

As we don't have any account access here, the best option would be to give us a call.

I apologise for your experience the last time you called in.

Did the guide give you a reason why they couldn't give you an update?

Chris S