Orders getting cancelled

[jambus75]

Hi,

I have tried to place an order 5 times for a sim only deal, esim, with number port. I don't get a confirmation order by email and I then get a text saying my order has been cancelled.

XKO ****** as an example.

Is this a bug?!

Thanks,

James

[Mod edit: removed personal details from the forum]

[Linzi_H]

Hi @jambus75 

Welcome to the community.

I am so sorry that your order is being cancelled! 

Is it showing a specific reason why when the notification comes through? 

Linzi 

[jambus75]

No, it just says your order has been cancelled and if you want to place a new order then please visit ee.com. Very circular.

Thanks,

James

[Linzi_H · Accepted solution]

Thanks for letting me know, @jambus75 

Something isn't right somewhere for this to be happening, so I'd suggest giving our team a call so we can help further.

Our sales team can be reached on 0800 956 6000.

I hope you get sorted, 

Linzi 😊 

[adavies910]

I had this issue, ordered a sim only deal and got a message to say it had been cancelled. The XKO number does not match the order number on the email I received 

[Ali_A]

Hi @adavies910 

Please give our Customer Service team a call where a guide can check if your correct order number was the one that was cancelled. 
They will also be able to let you know the reason why the order was not successful, and if there is anything that can be done. 

Ali