Ordered 2 pay monthly handsets, help.

[Maredfor89]

Hi, I placed two upgrade orders today — one by phone, which I already have tracking for, and one online. The online order shows as ‘dispatched’ on the EE tracker but I haven’t received any tracking details by email or text. I understand that sometimes the courier info comes through later, but is it possible to request EE to manually obtain the tracking reference from the warehouse, as I need to confirm the delivery date to arrange timeto be away from work to recieve. Can EE check with the dispatch team or the internal warehouse system to retrieve that number like many other providers? Many thanks in advance to anyone able to advise!

[Ali_A]

Hi @Maredfor89 

Have you checked your junk/spam folders? 

If you haven't already done so, I'd recommend downloading the DPD app, as it should show the progress of your delivery.  

Alternatively, please give our Customer Service team a call where a guide can check your order details to give you the tracking number. 

Ali 

[Maredfor89]

Hi Ali,

Thanks, yes have checked all folders. And yes, downloaded the DPD app, just the phone order showing in the DPD app despite both saying dispatched on the EE tracker. I have called the customer services team several times, but they have been unable to answer my question without telling me to wait a day and call back again. I had to pay an upfront cost for the online order as well, which has left my account, bit concerning.

Thanks,

M

[Maredfor89]

The phone in question is S24 FE 128gb, blue, not sure if stock is an issue but no one seems to be able to tell me!

M

[Ali_A]

@Maredfor89 

Checking our stock table it shows there are plenty in stock, though once they're gone we'll not stock any more. 

Your order should have gone through if you've had a dispatched notification. 

I'd recommend getting back in contact with Customer Service to ask if the order has got stuck. They'll be able to check and re-process the order if needed. 

Ali