when i try and check the status of my upgrade order, t say "oops timed out"

[Stoney2910]

Upgraded yesterday - had email confirmation but not received any more updates - when i put the order number into the tracked on "my orders" it just says "oops your tracking has timed out"

was expecting it to be despatched today and delivered tomorrow

[JuliaSte]

I have the same issue… 

[Fendad]

Me too 

[Leanne_T]

Morning @Stoney2910 @JuliaSte @Fendad 

Thanks for coming to the community. 

Is the tracking still showing the timed out message today? If so, could you try another web browser to see if the same shows. 

Once the order has been dispatched, you will receive a text from DPD with tracking details for the delivery.

Leanne 🙂

[JuliaSte]

Hey yes tried from Safari, Google, on the phone and Laptop all the same: “Oops! Tracking timed out”, and no DPD tracking number received or anything appears on the DPD app. Thx 

[Leanne_T]

Hi @JuliaSte 

Thanks for coming back to me. 

What device including colour and memory size did you order? 

Leanne 🙂

[JuliaSte]

Also it’s mentioned on you app that:  

“Your order will usually be dispatched within 24 hours of you making your order with us, however usually it will be sooner than this. Your delivery will be sent via the courier DPD.”

In my case is 48 hours has passed and I have not received any updates about the order at all and no option to track this xko number because of this “oops! … timed out”, should I worry? Is the a number I can call with the person on the other end who might explain  on which stage is the process please?

[JuliaSte]

In my case it’s iPhone 15 Plus, 128GB Blue

[Leanne_T · Accepted solution]

Thanks very much @JuliaSte 

This model is currently showing 'Usually despatched within 1 day' on the EE Shop. 

If you have had no updates and unable to track the order, please call us on either 150 from an EE phone, or 0800 956 6000 from any other phone. 

The team can check the order for you and give you an update. 

Leanne. 

[Dorrinell]

I have the same problem.

iPhone 16 Pro Max 1TB Desert