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Upgrade 18 phone pro max update shambles

Goof
Investigator
Investigator

‎09-10-2026 12:58 PM

I ordered I pro max 18 256gb burgundy on the 15th September only to receive a text today saying my phone has been returned. I checked the EE app and DPD app every day and it always says waiting for dispatch. The EE store wouldn’t help me and when ordering again they are not honouring the £12 a month discount I got when ordering the first time. On top of that they sold me a watch package to go with the phone I never received. After being with them for 17 year I am beyond disappointed with my treatment.

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5 REPLIES 5
Northerner
EE Community Star
EE Community Star

‎09-10-2026 02:33 PM

Hi @Goof 

Did you purchase online or in store. 

Have you spoken to EE CS on 150 as that would be your best option.

Thanks 



To contact EE Customer Services dial 150 From your EE mobile or 07953 966 150 for mobile and 0330 123 1105 for Broadband..

EE standard opening hours are Monday to Friday, 8am to 9pm - Saturday and Sunday, 8am to 8pm.
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Goof
Investigator
Investigator
In response to Northerner

‎09-10-2026 02:54 PM

I purchased online via the app, then today via 150. The fact that I waited a month due to high demand is fine. But to actually get the phone delivered to the store and EE or Dpd not bothering to text, phone and email is really poor. Then to not honour the £12 discount when setting up online is really bad. No apology no nothing, but you will actually have to pay more a month for EE mistake. Not interested I helping me, more bothered about selling me internet and t.v. Why would I do that if you can’t supply my phone and then charge me more.

0 Helpful
Christopher_G
EE Community Support Team
In response to Goof

‎09-10-2026 04:58 PM

Hi @Goof 

Welcome to the community.

I'm really sorry to hear of your experience and I understand why you'd be disappointed. You've done the right thing in speaking with our team on 150. We can't see what's happened with your order, but they can. They're in the best position to put this right for you.

Please keep us updated on what happens.

Chris

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Goof
Investigator
Investigator
In response to Christopher_G

‎09-10-2026 05:18 PM

I tried them and the EE store, I was kind and polite to all. Know body was interested in helping me and honouring my discount, how can the biggest phone company in the world not bother to send me any notifications that my new phone arrived. Sorry your phone came and was sent back  but would you like to buy internet and T.V was the response. The least you could do is honour the discount and bother to tell me when the next order arrives. 17 years I have been a customer and was treated like a number that didn’t matter.

0 Helpful
Christopher_G
EE Community Support Team
In response to Goof

‎09-10-2026 06:48 PM

OK, thanks for letting us know, @Goof 

If you're not happy with how things are progressing through the store or over the phone, I recommend opening a complaint online. A dedicated team will open a case, look into it and contact you directly to discuss it.
I hope you manage to find a solution.

Chris

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