Upgrade order

[Fourthamigo]

On Friday 16/10/2026 i placed an order online, upgrading a SIM only line to a new SIM plan with a new device. 

4 days have now passed and when tracking the order online the device has not yet been dispatched despite the new plan and device showing as active on my account. So effectively I'm paying for the new device but have not yet received it.

 [Image Rejected - Kindly avoid posting PII on the public forum, such as order numbers]

[Schockwave]

Hello @Fourthamigo ,

Welcome to the community,

What device, make, storage size and colour?

We have no way of knowing without this information, so that one of our community staff can check stock for you.

[Fourthamigo]

Hello,

The device is Samsung Galaxy A37, 256Gb, Awesome Charcoal. 

Thanks

[Peter_W · Accepted solution]

Thanks for confirming that, @Fourthamigo 

Welcome to the Community, too!

I've had a double check of our stock, and we have plenty available for this model, so there shouldn't be any delay in delivery.

Your plan will update once the handset is dispatched, so if you've not received any DPD details, I'd definitely recommend giving our team a call so they can check what's showing at our end. 

Alternatively it's also worth downloading the DPD app, and if you register with your address sometimes the order will populate automatically.

Peter

[Fourthamigo]

Thanks Peter.

I opted to have the handset delivered to my local EE store as the house is often empty and I wanted to avoid any missed delivery. 

I'll give them a call later today to check whether they have the handset yet. 

Thanks 

[Peter_W]

Thanks, @Fourthamigo 

Even if it's store delivery they should be able to track this, so fingers crossed they'll be able to help you with the details.

Let us know how you get on 😊

Peter