ee order

[marhar545]

So on Saturday, I ordered a new Samsung S22+ in Green for £51 per month which I was happy with and said that it was available for next day delivery, by Monday I'd had no call nor delivery so call the call center to find out what's happening.

I'm then told that actually, " I can get you a better deal on this phone, so I'll just cancel your order and can upgrade your broadband and give you a new phone for 10% less", advised that my new phone would be with me tomorrow(today), it hasn't and had no tracking info or confirmation.

I was told of a £9.99 delivery charge for my router which I agreed but now I see a £20 BB connection charge on my email confirmation and the discounted price on the mobile is not showing.

In my last contract, I was paying £72 per month for an iPhone which I didn't think that I'd ever agreed on but I could see from my order on the email that it was confirmed. Do your agents simply lie about what they're offering in the hope that no one reads the email order confirmation?

This whole thing stinks, can you confirm how I can cancel the order for both phones, and broadband and get a refund for my £30 deposit?

Look forward to your advice.

[Schockwave]

Hello @marhar545 ,

Welcome to the community,

If you are concerned in any way, you can ring customer service to find out what is going on, but the day before delivery you will receive notification of delivery from DPD, this can be in the evening, and on the day of delivery you will receive another one from DPD with a one hour window of delivery.

There is no account access here, by the way.

Agents do not lie, you can always ring up and cancel your order.

[wardi]

@marhar545  .. last year I had BT fibre installed.  There was a £20 installation fee which was also some sort of retainer.  It was refunded as promised after 3 months.

[WazBrown]

I likewise had an order that I was told would be delivered but nothing.

Online order tracker is useless and never works.

Trying to get through to the call centre and nobody seems to be working.

So all in all I am having a success like you.

[Leanne_T]

Hi @WazBrown

Thanks for coming here. 

Which model phone, including size and colour did you order? 

Leanne.