Tracking number unrecognised by Evri

[tracyanne48]

I'm due a delivery of a new modem, EE emailed me with the tracking number but Evri keeps saying 'We do not recognise this as a valid Evri tracking number. Please check and try again.'

Will this update during the day? Is this like Royal Mail where it doesn't recognise the number until it's collected by Evri? Just seems pointless telling me to track it when I can't. Getting worried as my switchover is Monday and I'm going to be really stuck if I'm left without internet as everything in the house runs from it... 

[garybs29]

Switchover is Monday & it's just Thursday, it will be scheduled to arrive in time for activation

[tracyanne48]

Problem is, I had an email from Evri to say they have my parcel, but when you click on 'view my delivery options' it still says 'We do not recognise this as a valid Evri tracking number. Please check and try again.' I'm going round in circles with both EE and Evri. Just wondered if this was a common issue that's all.

[Leanne_T]

Hi @tracyanne48 

Thanks for coming to the community. 

If you're unable to track the order using the reference, have you tried downloading the Evri app and see if any orders are showing? 

Leanne.

[tracyanne48 · Accepted solution]

Hi Leanne

Nothing was showing in the app either. Weirdly enough though, the number begins with T07*********** so I changed it to TO7********** (O instead of zero) and it's actually tracking now. Guessing someone inputted the number manually and made the error, which is bizarre as I thought packages were scanned in?

[Leanne_T]

Not too sure why that would be an error. I'm really pleased you can now track your order @tracyanne48 

Thanks so much for letting me know 🙂

Leanne. 

[Grazia44]

Thank you for this, I've had the exact same issue with EE's Evri tracking number. Unfortunately, I've found this solution too late. 

EE need to do better. They're causing upheaval & then subsequent issues with delivery requirements for their customers. Plus, we'll end up being billed twice this month!!

[Debbie_G]

Hi @Grazia44.

Thanks for coming to the Community and sharing your experience.

I'm sorry to hear about the difficulties you've had, and I can understand your frustration.

If you have any concerns about your delivery or billing, our customer support team will be able to take a closer look and review the details with you.

Debbie

[Mpj1110]

I've just had the same problem but changing the zero to the letter O worked. Looks like an error with EE's systems