Order tracking number doesn’t work

[LLanah25]

Order tracking number doesn’t work and lack of certainty around delivery date.

Placed an order for iPhone 17 pro 512GB Deep Blue and an eSIM essential unlimited. Received confirmation of order and the contract/pre-contract. Nothing else works, can’t check online for order status. I ordered under the assumption this would be delivered in 2-3 working days.

Now I’m reading it could take over 2 weeks, is this true?

I’m a new EE customer, this is my first time using this provider. If it is going to be a long and/or uncertain wait time, I’d rather know now so I can cancel, refund and go to another provider if necessary.

Thank you. 

[Chris_B]

@LLanah25  not sure where you’re reading that it’s going to take up to two weeks as EE have these in stock and it clearly shows this on the order status page where it says usually dispatched within one day.    
you get a tracking number once the device has been allocated to you. you have a order number and you can not track what’s not been allocated. 

[LLanah25]

I read the previous forum questions regarding the same issues and some have been waiting for 2+ weeks for any sort of update.

I know the tracking process, the time scale that was advertised and that there was stock of the  specific model. 

Could you advise me what the next step is? After  ‘Thank you for your order’ and the contract confirmation email, as there is no updates and the 24 hours have lapsed when it was supposed to have shipped.

The customer reference is not working.

[Ali_A · Accepted solution]

Hi @LLanah25 

Please check your junk/spam folder if you've received a follow-up email confirming your has been processed. 
If you've not received any follow-up email you'll need to give our Customer Service team a call where a guide in the Digital Sales team can check your order went through successfully. 

If the order couldn't be processed, the team can discuss the reasons why and what additional information we need to manually complete it for you.  They can then issue you the tracking. 

Ali 

[LLanah25]

Thank you for your reply, I appreciate your time.

I contacted customer service 24 hours ago, they advised there is nothing wrong with the order, the phone is in stock and that it should be dispatched in 24-48 hours.

As it is Friday and has not been dispatched yet, I doubt it will be sent out today. They said it’s usually dispatched within 24 hours of the purchase… 4days later and no dispatch, not cool but nothing I can do about it unfortunately. 

[Peter_W]

Thanks for the update, @LLanah25 

When you called, did you get a chance to supply your XK order reference number so we could check the online order?

There's a dedicated Digital Sales team for checking these like @Ali_A mentioned, and occasionally these won't pull through to our account system automatically and just need manually fulfilling.

Peter

[LLanah25]

@Peter_W 

Thank you for the advice!

Yes, I contacted the Digital Sales Team, they were very helpful with all the information provided. Payment and purchase was confirmed, acknowledged my order was successful, needs no further information from me, my details are correct and should be moving to the shipping process.

They said it should be shipped (as of yesterday morning) within 24-48 hours and what will happen after, talked me through the 1 hour DPD slot confirmation process, said I’d get a text with all the tracking details etc

My initial enquiry was after the first 24 hours had lapsed as I read in the forum of the same order reference issues (seen other commenters have been waiting 2+ weeks for any update) and I called customer services after 48 hours. 

This isn’t me looking for fault in the service team, everyone has been helpful with their advice, however, the lack of updates and the uncertainty of delivery date is causing some minor frustration.

[Peter_W]

Cheers for explaining, @LLanah25 

Please keep us posted on how things go from there, and fingers crossed you should see an update soon.

Peter

[Adreildlsrn]

On the same boat, hopefully we get a reply soon.

No further emails or anything, disappointing.