Web frozen when ordering. Deposit been paid

[DayneGrenney]

Hi I clicked a link on my BT Broadband to order a new phone and it took me to EE website. I clicked im a BT customer and proceeded to order a  Samsung Galaxy S26 Ultra 5G 512GB Sky Blue. I paid a £30 upfront fee and has been taken and cleared from my bank but I've not received any text or email conformation.

The website didn't finish loading when I had to confirm the payment on my banking app. I did get contract email with what i was ordering and what plan i have chosen however there is no way to track it as there is no order number or tacking number there's nothing in my orders either when I sign in on the ee app. No emails in spam or junk either. Has the order gone through as u have taken my deposit

 

[DayneGrenney]

Hi I clicked a link on my BT Broadband to order a new phone and it took me to EE website. I clicked im a BT custo5and proceeded to order a S26 ultra. I paid a £30 upfront fee and has been taken and cleared from my bank but I've not received any text or email conformation. The website didn't finish loading when I had to confirm the payment on my banking app. I did get contract email with what i was ordering and what plan i have chosen however there is no way to track it as there is no order number or tacking number there's nothing in my orders either when I sign in on the ee app. Has the order gone through as u have taken my deposit 

[Peter_W · Accepted solution]

Welcome to the Community, @DayneGrenney 

Normally when you place a new order with us you should get an order reference number starting with XKO, so this definitely seems odd.

The fact you've received a contract summary is usually a good sign, though!

Whilst the XKO number makes it easier to find your order, if you give us a call, follow the options towards a billing query, then ask to speak with web sales, they should be able to locate your order via your personal details.

Peter