Recent upgrade

[Bwymbs]

 

Hi, a couple things really. And sorry if I sound stupid or anything rip but this is is starting to frustrate me now. 
Last week I tried to upgrade my pay monthly mobile contract as I was like a month off of my contract finishing, I’m not gonna lie I did try 2 times because I didn’t wanna speak to anyone over the phone. The first time £40 was taken as upfront cost. None of those orders went though as we said they needed more information so I caved and decided to ring. It ‘seems’ as if everything worked over the phone and I ordered the 17 pro in cosmic orange 256GB. At the time it was understood that dispatch would be within 7 days , which was alright cos I knew Easter weekend was coming but more because I was told it was out of stock. I can see it’s in stock now on the ee website but phone has still not dispatched. Essentially what I’m trying to get at is

- did my order even go through? at this rate I don’t know lol

- when will I receive my order? Considering I paid £9.98 for delivery and it now says it’s in stock and nothing from ee, and nothing on the DPD app

- when am I likely to get my £40 refund for the upfront cost as it’s now been 8 days since I placed that failed order 

-  and finally why am I still getting offers on my account saying I’m eligible for an early upgrade of my order supposedly has gone through 

sorry I know this is a lot and I don’t normally write things like this so I’m sorry if it’s too much or in crap format. 

thanks 

[Alex_H · Accepted solution]

Hi @Bwymbs,

Welcome to the EE Community

First of all no need to apologise for asking questions, that is what we are here for on the Community to try and help and it is all perfectly understandable.

We don't have account access via these forums so we are not able to 100% confirm anything with your particular order. However the fact that you are able to track it does suggest there is an active order in the system for you. 

It looks like stock may have just come in on the iPhone 17 Pro 256Gb Cosmic Orange and we are working through the back orders, I am not sure what date you ordered yours but it shows the oldest back order is currently from 4/4/2026. I would expect your order to be dispatch later today if it has not already.

Has the £40 came out of your bank as a completed transaction or it showing a pending transaction? Typically for orders that did not go through the upfront would be a pending charge which would disappear after a certain period of time but it can differ between banks how long they show a pending charge.

If it is definitely a completed charge then likely the payment would be applied on your account currently and you would need to get in touch to have it refunded back to your bank.

Though your upgrade order appears to be active from the screenshot, you don't actually start the new contract until the phone is dispatched, so you will still show as eligible for early upgrade.

Alex