'oops! Your tracking timed out'

[michaelbashford]

I ordered a new phone on Monday the 7th of October for which I received a confirmation email and order number. The Money has been taken out of my account but I have not heard anything since, and when I try to track the order I receive the message 'oops! Your tracking has timed out' (I have tried this on multiple devices and cleared browser history/cookies and gotten the same error each time.) I also tried to contact customer services but no suitable option seemed to be available and the lines were too busy for me to get through.

Where can I go to get updates on my order, as this lack of an adequate communication or an ability to get any up to date information is quite frustrating to say the least?

Any help appreciated, Thank you.

[Michael_D]

Hi @michaelbashford 

Welcome to the community.

I know you'll be keen to find out when your phone is on the way to you.

What phone have you ordered, including colour and storage?

When you are trying to track the order, are you using an order number that is all numbers or does it start xko? (Please don't put your order number here).

Michael

[michaelbashford]

Hi, Michael, thanks for the reply. 

I ordered the Motorola Razr ultra 50 512GB in midnight blue.

The tracking number is one beginning with 'xko'

Michael

[Michael_D · Accepted solution]

Thanks @michaelbashford 

The xko number is just the web order number, so there would normally be another order number once the order has been processed.

That phone is also showing in stock, with the expected despatch time within 1 day, so if the order was placed on Monday I would have expected you to have heard something by now.

The best thing I can suggest is to give our customer service guides a call so they can bring up your account and check the order status. There isn't a specific option for orders, but if you choose any of the options to speak to a guide, they'll be able to help.

Michael

[michaelbashford]

Thank you so much for your help and swift response, Michael. I shall call them now. 

Have a good day, 

Michael 

[Leanne_T]

Please let us know how you get on @michaelbashford 

Thanks so much 🙂

Leanne.

[emac7]

I am in this same predicament. I have ordered a SIM Plan and have only received an 'xko' order number.  Similarly, this means I can't track the order online but do not have any way to contact EE via phone as I have no current SIM card. Any ideas how I can find out what is going on? 😣

[Linzi_H]

Hi @emac7 

Welcome to the community.

You will need to speak to one of our Guides so we can check the status of your order.

See ways to contact us from a different device.

Linzi 

[emac7]

Hi Linzi, 

Thank you for this response. I have tried the link you provided but all lead me back to having to call which I am unable to do. I have even tried messaging on Facebook, Instagram and X, but I simply recieve an automated reply telling me to use the app or call. I am going round in circles here and still without a SIM card, which I ordered on the premise it would take 1-2 working days like it is advertised. 

[Linzi_H]

Thanks for coming back to us here @emac7 

We don't have any account access within the community or on social media pages I'm afraid. So you'd need to call us directly to see what stage your order is at. 

If you don't have access to a phone to do this, you're welcome to pop into an EE store with photo ID so the team can help out. 

Linzi