no order confirmation by email or text

[tomagion]

I have had from several CS team members either by chat or phone call that I have an order, and I’ve been given the EE systems side order number but that isn’t any good for the tracking service.

I ordered my iPhone 17PM 1TB in Cosmic Orange on pre-order day.  [I know that Apple have not built enough of any model to satisify global demand, which is very disappointing. that doesn’t fully absolve EE as they play along with this game every year].

I received a text message on Saturday 13th that says 

“Hi from EE. A new document for your iPhone 17 Pro Max 1TB Cosmic Orange device agreement is now available. Log in to ee.co.uk/go/login to view it. Thanks.”

Of course when I log in there is not a device agreement to view.

I’m getting frustrated because despite my efforts to get a valid tracking reference I am failing at all stages.

I know that EE CS Team read some of these messages so I am hoping that one of EE’s CS Team will help me with this problem.

note to Community Members.  Please do not suggest that I contact CS on 150 as I have done that on several occasions .

[Northerner]

Hi @tomagion 

There is no account access on these forums and as you have said you note responses on other posts on similar issues to speak to EE CS on 150.

You won't receive a tracking order until there is a device to track. You'll just have to wait or complain here: https://ee.co.uk/help/contact-ee/complaint

Thanks 

[Ali_A]

Hi @tomagion 

Great to hear you've placed an order and have a confirmation email. 
Being an iPhone 17, if you don't have a tracking number yet the order will currently at an 'Open Sales' which does mean it's been confirmed and we are waiting to receive stock from the supplier so we can ship this out as soon as possible. 

Customer Service won't be able to provide any tracking details until your device is ready to ship, so if you haven't done so already I would strongly recommend downloading the DPD app and as soon as this has been dispatched you will be notified with the tracking details.

Hope this helps! 

Ali 

[tomagion]

Many thanks for your reply @Ali_A .  The problem is that I have never received my confirmation email or a text message, hence my frustration this year.

What do I need to do to get the confirmation email?

I have the DPD app so am covered there.

Best Regards,

Pete

[Ali_A · Accepted solution]

@tomagion 

The Digital Sales team will be able to resend the email if you give Customer Service another call. They can also check your email address is spelt correctly to ensure you're receiving messages from us. 
It may be worth checking your junk/Spam folder too, as sometimes emails do get filtered incorrectly. 

Great that you have the DPD app. You'll not receive a text message from EE until your device is ready for shipping, which is usually the night before delivery. 

Ali