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Phone was stolen and replaced while in transit

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North139
Contributor
Contributor

‎28-05-2026 07:37 PM

I upgraded my phone through the website. The parcel was sent out but instead of receiving the phone, I got something else. EE are refusing to do anything about it and not helping in any way. Apparently I have to pay for the phone even though I never received it. Not going to happen. 

 

Store visit might be the best option. 

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22 REPLIES 22
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North139
Contributor
Contributor

‎01-06-2026 02:50 PM

Called the numbers provided, and when asked to speak with a manager in the escalation team, I was asked to complete another form. 

This is getting very frustrating now. 

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North139
Contributor
Contributor

‎03-06-2026 05:00 PM

How long does it usually take for a Deadlock Letter to be posted by EE? I was told that it was due to be posted on Monday after talking with them? Still waiting. 

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Katie_B
EE Community Support Team
In response to North139

‎03-06-2026 06:25 PM

Hello @North139. 

You should receive the deadlock letter within 3-5 days if this has been sent by post.

Please keep us updated if you do not receive this by Friday. 

Katie

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