Parcel wasn’t delivered

[LilSix]

I took out a new iPhone 17 Pro on a monthly contract on Saturday, and the delivery was expected on Tuesday. However, it wasn’t delivered. The tracking information says there’s a delay with my parcel and that it should be updated within 24 hours shortly. It has now been 48 hours, and there is still no update on my parcel.

I’ve tried to contact EE regarding this, but they can’t locate my new account and are asking for an order confirmation, which I didn’t receive by email. All I have is a link where I can download all the documents, such as the device agreement, etc.

The saddest part of this whole situation is that I chose the deep blue colour only because EE could deliver it faster than the silver one I actually wanted, which I could only get on Saturday.

[Peter_W · Accepted solution]

Welcome to the Community @LilSix.

Normally if a parcel is held for more than 48 hours with DPD, we would raise this for further investigation with our supply chain team.

I appreciate that's a tough one if we're struggling to locate your account, though.

Provided the handset has been dispatched there should definitely be an account active though, so I would recommend giving us another call.

We can use a range of personal details to locate accounts, and if you continue to struggle it could be worth asking to speak with our dedicated websales team. 

All the info you need on how to get in touch can be found here:

Contact Us About Mobile Billing and Account | EE

Peter