Ordered a Phone Contract, upfront payment got taken, no email confirmation.

[Randomer2023]

Hiya, 

I recently ordered an Iphone 15 Contract on the EE website, its taken the money out of my bank account but i have had no confirmation email at all. It just refreshed the page when the payment was approved.

[Lesley1990]

Same happened to me yesterday, I started a new contract with EE as my current contract has ended.. ordered the iPhone 17 pro in orange..

filled everything in, did the PAC code, paid the upfront cost, which has been taken out of my account.. to then the screen going black, refreshed it for it to be in the home page again!

The only email I received after was - “your plan details”Contract Summary and Pre-Contract Information etc

I’m not even sure if it’s been accepted as I wasn’t sure if it would work!

[Katie_B]

Hello @Lesley1990. 

Thanks for coming here and ordering with us.

If you have received an email with all your pre-contract information it sounds like this has been accepted. 

I completely understand your frustration with this not being made clear. 

Should you wish to get further confirmation our customer care team will be happy to help. 

Katie

[Creweashleigh17]

I have ordered a Samsung s25 on contract today, had the pre contract info but not order confirmation. 

[Lesley_W]

Hi @Creweashleigh17 

Welcome to our community.

What time did you place your order? Did you do it online or over the phone with a guide?

Lesley

[Antoniao]

Hi, I am a new customer, ordered iPhone 17, paid the £30 payment upfront and that has been taken out of my account, but the whole screen went white and wouldn’t load anything, I have received an email with the contract summary and pre-contract information but nothing else after that for me to be able to track the order ? Can someone assist me please 

[Antoniao]

Hi, I am a new customer, ordered iPhone 17, paid the £30 payment upfront and that has been taken out of my account, but the whole screen went white and wouldn’t load anything, I have received an email with the contract summary and pre-contract information but nothing else after that for me to be able to track the order ? Can someone assist me please

[Chris_S]

Hi @Antoniao 

It's great news that you're taking out an iPhone 17 as a new customer with us.

I can imagine that it's concerning for you that £30 has been taken from your account.

I want to make sure that you get some clarity on the situation, so I'd recommend giving us a call, then a guide can take some details and get access to your order.

Chris S

[Antoniao]

Where do I find the number to call please ?

[Chris_S]

Hi @Antoniao 

You can find a link to our contact us page here.

Chris S

[Antoniao]

I have rang, they can’t find anything on file but told me because I haven’t received a email with a number etc, it’s still processing and once it’s done I’ll get an email, confused on this as never had a network provider do this before