Tracking for order

Mmpire · ‎08-08-2023

Hi,

I had my phone stolen so I've picked up a new sim in store and ordered an iPhone 14 in purple (256gb) as a replacement. Obviously I can't receive the texts to a device and the online tracking hasn't updated yet so is there a way to find out when I can expect the device?

I was really hoping for next day delivery but I have no idea what the status of the order is.

Thanks

Schockwave · ‎08-08-2023

@Mmpire , yes, you should report it to EE, as they will blacklist it, you will not lose your number, as each SIM card has an IMEI, and your replacement one will have a new IMEI, so it is the old SIM card and phone get blacklisted.

It looks like your phone has either been switched off or the battery has gone flat.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

View solution in original post

Schockwave · ‎08-08-2023

Hello @Mmpire ,

Welcome to the community,

When you picked up your new SIM card, did you make sure it was a replacement as your phone was stolen? You will otherwise not retained your number and will have a new one.

Have you got the DPD app and made sure that the same details that EE have are on there? You will then be able to keep an eye out and track it, as once EE have dispatched your order, DPD will let you know the evening before and another one on the day of delivery with a one hour window. You can view it on the DPD app.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Christopher_G · ‎08-08-2023

Hi @Mmpire

Did you order the iPhone 14 as an upgrade? If so, the current estimated wait time for that model is to expect dispatch within 7 days.

Chris

Mmpire · ‎08-08-2023

Thanks. It's definitely the same number so that should all be fine, the issue is not having a device.

The online tracking isn't updated if I use a laptop and the alternatives are text or call which is obviously a bit of a problem at the moment. 😅

Mmpire · ‎08-08-2023

Yes, as an upgrade.

Ouch. Realistically does it look like it can happen sooner than that but 7 is advised or should I be looking to cancel and find an alternative elsewhere?

everything is two factor authorisation and i'm locked out so security-wise I'm worried about leaving it that long with my old phone being in the wrong hands.

Christopher_G · ‎08-08-2023

You should be able to change it for a colour or memory size that's in stock, @Mmpire. Did you order the upgrade in-store too?

Chris

Schockwave · ‎08-08-2023

@Mmpire , have you reported to EE that your phone was lost? If you have, it will be blacklisted.

Have you logged into your Apple account via the website? You may be able to delete everything on the phone, but then you may not have a back-up, so would advise you to make sure of what you do before doing so, if it is possible.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.

Mmpire · ‎08-08-2023

I ordered that one specifically because the website said it was in stock and would be dispatched in 1 day. Is there somewhere I can look that's more up to date?

Mmpire · ‎08-08-2023

I blocked it via my 'Find my' on Apple and tried to erase it but it does just say it needs to be connected to a network before it will erase.

I won't be able to get a back up now so it's probably best to just erase it. should I report it too? I can't really lose my number because it's linked up to everything

Schockwave · ‎08-08-2023

@Mmpire , yes, you should report it to EE, as they will blacklist it, you will not lose your number, as each SIM card has an IMEI, and your replacement one will have a new IMEI, so it is the old SIM card and phone get blacklisted.

It looks like your phone has either been switched off or the battery has gone flat.

To contact EE customer service dial 150 from your mobile phone or ring customer service for free using Skype or another phone: +44 800 079 8586 or +44 800 956 6000.