Upgrade order - Has it worked?

[ajordanx]

I have been trying to order an upgrade to one of the ones attached to my account for the last couple of days.   When I first tried I got an email from Customer services Team but with no order number and 24 hours later no follow up confirmation email.

I have tried again today and this time got an email from Customer Services team, this time with an order number but again no follow up email confirming the order and when I try to use the order tracking service, I just get an error message.

Has my order been received? THat phone is still showing that I can Upgrade it?!

[Michael_D]

Hi @ajordanx 

Thanks for coming to the community. 

It is great to hear that you are upgrading. What did you go for?

You would usually just get the first email with the order number, which confirms the order, then wouldn't hear anything until the phone is on the way with DPD.

From what you have said, it does sound like the order has been received, certainly on the second one, but if you wanted to check for sure, please get in touch with our customer service guides, who can check the order on your account.

Michael

[ajordanx]

Have tried again this morning and all I get is :

This message appears within a second, and on my account it is still showing that I can upgrade the phone.

Please note this is an additional phone on my account not my main phone.   If I follow the above mentioned guides I end up back at the order tracking screen again or if I try ringing 150 it thinks it is in relation to my main phone which I have already upgraded in the last few months. 

For that upgrade for my own phone I got an email from the customer Support team with and xko********* order number (nine digits) followed by a second email about an hour later from "ee@eemail.ee.co.uk"  with a ten digit number, and some text messages.   None of this has happened.

Andrew

[Michael_D]

It would be best to speak to the team on 150 @ajordanx, as they'll be able to bring up your account. Even if you are calling from your phone, they'll be able to see all of the numbers on the account and check the orders for you.

Michael