"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. 

[ChelleT]

I ordered an 2nd December iPhone 12 64gb in white and also having the same message when trying to track order 

[Leanne_T]

Hi @ChelleT 

Thanks for coming to the community. 

Did you upgrade or is this a new contract? 

Leanne 🙂

[ChelleT]

Keeping my original phone and number and taking out a 2nd device/contract 

[Leanne_T]

Thanks @ChelleT 

If you have an existing EE contract, do you have the new number showing in your EE app?

Have you had a text or email from DPD to let you know when this will be delivered? 

Leanne 🙂

[ChelleT]

Yes there is a new number there with allowance left etc , just not a peep about the phone itself being sent out from Ee or dpd 

[Leanne_T]

Thanks @ChelleT 

If the number is showing this should have been dispatched, have you tried downloading the DPD app and using the email or mobile number as the reference to check for deliveries? 

Leanne 🙂

[ChelleT]

Nothing is showing in there 

[Christopher_G]

OK, thanks @ChelleT 

I recommend speaking to our Mobile Care team so they can check the order for you.

Chris