"Sorry, we can't show your order details right now" When Tracking Order

[Robsy128]

I ordered a graphite iPhone 13 Pro, 128GB on Monday morning at 12:20am. 

I've not received any further email communication regarding the order, and when I go to track it online I see:

"Sorry, we can't show your order details right now. 

Don't worry, we'll keep you updated on the progress of your order by text or email. Keep an eye out for these updates from EE or from our courier DPD." 

Considering I dropped my old iPhone XS Max and needed to order a replacement for my work ASAP, I was hoping this would be dispatched within 24 hours; I've had no communication so far. 

When ringing EE I'm sent through a number of automated options, only to be told I can go online to track the order, which simply doesn't work. 

Can someone from EE please give me an urgent update?

The automated system clearly doesn't work. 

[Chris_B]

@Robsy128  Have you received a tracking number ? This isn’t the XKO/XKN number you received as thats and order number.  

[Christopher_G]

Which colour did you choose, @Robsy128?

I'll check our stock levels.

Chris

[Robsy128]

No, not yet - I've only received the XKO number. 

[Robsy128]

I ordered a graphite iPhone 13 Pro, 128GB on Monday morning at 12:20am 🙂 

[Christopher_G]

OK, thanks @Robsy128

That device is in stock and expected to be dispatched within 1 day. It may be worth calling our Mobile Care team to check on your order.

Chris

[Robsy128]

Thanks, Christopher; after ringing them and selecting the option for the upgrade instead of the delivery information, I was put through to a customer rep immediately who told me your systems are down at the moment, which will explain the delay in receiving no email or text message regarding the delivery. 

This sort of information should really be put on the portal so customers are aware as soon as they login, if possible; it would saved a lot of time for all parties.

Thanks for the help and pointer - it's much appreciated! 

[Christopher_G]

Thanks for letting us know and for the feedback, @Robsy128.

Hope you get your phone soon.

Chris

[Gemlou92]

I have exactly the same problem! I ordered my new phone on the 16th August and have had no update! I get the same message when I go to track my order 😫 

How did you resolve this? 

[Christopher_G]

Which phone did you order, @Gemlou92?

Please include the colour and memory size too.

Chris