Over the Phone order

[Chris680]

I placed a phone sales order for the new Samsung Galaxy Z Fold 8 Ultra last night. We signed contracts, we went through everything and I got an email confirmation. I got an order number which starts with 0058XXXXXX. When I go to the link in the email that states "Track your Order" the order reference is incorrect? 

Previously I got a xko number when I did one online. This time I have only that above. As this is a pre order, can someone give me advise. Can someone also help, as the gentleman said he set up an account with a password. But this doesn't seem to be the case as I tried to log in using the email and password he setup but says doesn't exist.

[Ali_A]

Hi @Chris680 

Please check your junk/spam folder if you've received a follow-up email, either confirming your has been processed and completed or asking you to call in.  
 
As your order number is not recognised, 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 

[Chris680]

Hi 

The email states order is confirmed. Confirming direct debit dates and billing dates and is from EE Support. I have all my contract downloaded etc.

However the "Order Number" is not valid? I was given confirmation and we signed all contracts on the phone last night. Is it because it's the wrong format? (0058) Number and not the xko number? I don't have any other emails from them last night just that the order was confirmed.

[garybs29 · Accepted solution]

xko are online orders, if placed over the phone will have a different style. Will need to wait as if confirmed it's confirmed & tracking will become available one dispatched

[Chris680]

Thanks Gary!

Yes got all my plan info billing date etc signed documents verbally confirmed and also email confirm to say it's gone through. Just when I went to use the online tracker it said not valid but as you make sense of it, yes it's a different order number. 

I shall await further notification:)