Upgrade not delivered

[HelenTempest]

I ordered an upgrade a week ago, dpd text me to say it was on its way and then I received  an email to say they couldn’t deliver it because I wasn’t home, with an attachment of a photo of the house opposite, I then spoke to the delivery driver Colin who said he didn’t have my house number, so I told him this number and he came back the next day and the same thing happened, only this time he took a photo of a house in the street behind me. I spoke to him again and he asked what my house number was AGAIN, he came another day and said I wasn’t home (which I was) and then said he would be back the following day, but emailed me and said the phone was going back to EE. 
I tried changing my delivery address to work but the EE website doesn’t allow this, and dpd wouldn’t do anything to help, if I knew it would be so difficult I wouldn’t have bothered. 
now my phone is going back to EE and I have to wait for them to receive it befor I can request it again? A week has gone by and all this hassle, you can’t even call customer services because you get put on hold!

i just want a new phone!!! How can I push this and get it delivered to work? Preferably not by Colin!! 

[Chris_B]

@HelenTempest if the phone is being returned back to EE you’ll need to wait till it’s been processed as a return and your account will change back to its original tariff you will then be able to upgrade again.    Customer services are not responsible for the amount of calls they receive so like other customers you have to wait till an agent is able to speak to you.   Please remember you are not the only customer who wants to speak with customer services at any one time. 

[Leanne_T]

Hi there @HelenTempest

Thanks for coming to the community. 

Once your order has been returned your account will contract dates will be reverted and you can place the order again to your work address. 

Please keep an eye on your My EE account as this will show you when you can order the upgrade again.

Leanne.