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Order completed now app saying not eligible

Tori97
Explorer

‎11-10-2025 02:49 PM

Placed an order 6 days ago, went through the process as app said I could upgrade. Order was accepted and I received an order code. Now when on app it says not eligible for an upgrade but the order is still there. It says dispatched but has done for 5 days and doesn’t stated the date it was dispatched. I have been out of contract for two years on sim only and was hoping to get a new phone with contract and now I’m not sure what is going on. 

0 Helpful
2 REPLIES 2
Northerner
EE Community Star
EE Community Star

‎11-10-2025 04:59 PM

Hi @Tori97 

Have you checked EE order tracking: https://ee.co.uk/help/orders

You should download the DPD app as well.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 0800 956 6000 from any other phone.

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
0 Helpful
Tori97
Explorer
In response to Northerner

‎11-10-2025 05:05 PM

I’ve had no messages from DPD

I put the tracking info in on EE and it has an arrow above where it says dispatched. It’s an iPhone 16 plus teal 256g, I will look into DPD now 

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