xko order number not working

[azumirm212]

Hi,

I ordered a new device on Saturday night and nothing has been updated in regards to order information. When I enter the information into the order tracking section of the site it says something like "sorry, we are unable to provide information.... Don't worry, either EE or DPD will be in touch..." I understand that it was a weekend but I would have thought there would be activity today. The order email is just an order number with the device name, plan name and delivery address and it is added to an existing contract. 

Any ideas? Am I just being impatient? 

Thanks in advance! 

[Ali_A]

Thanks for joining us on Community @azumirm212 

It may just be your order hadn't yet been fully processed. 

Which make, model, colour and memory size handset did you order? 

Ali
 

[azumirm212]

Hi, thanks for the reply. 

It was a Galaxy S24 ultra 256GB in titanium grey as well as full insurance. 

Thanks again 

[Ali_A]

@azumirm212 

I can see we have these in stock with next day dispatch. As you placed the order on Saturday it would point to an issue with your order. 

Did you receive any email asking to contact the orders team to complete the order? It may be in your junk/spam folder. 

I'd recommend speaking with our Mobile Care team so they can check the reason for delay on your order and manually process it for you. 
Contact Us | Help & Support | EE 

Ali

[azumirm212]

Hi again,

I received nothing but the order number email. I checked all folders and can't find any follow ups. Yesterday, during a call to tech support, I asked the gentleman I spoke to about the order and gave him my order number and he said there were no orders listed on my account. Do EE email you if you failed a credit check? I know they can't give the reason why but I would have thought you guys would email to say that it has been declined. 

Thanks again

[Ali_A]

@azumirm212

You would usually receive an email if the order has been rejected for any reason. 

As the guide could not find an order on your account it means that it has not yet been completed. If you do not have an Order Rejected email it may mean that it's pending further information. 

I'd recommend giving us another call so the Digital Orders team can look at your order and complete the steps needed with you as soon as possible, so that you're not waiting too much longer. 

Ali 

[Gingiraffe9412]

I just spoke to a guide as I had the exact same thing with my Samsung s21 upgrade order I placed on Saturday. A confirmation email and then nothing and an error when trying to track. They said the order wasn't on my account and the order number I recieved was a temporary one. They said there were issues with processing orders on the site and they put it through for me. Definitely contact Ee!

[azumirm212]

Hi thanks for the reply.

I ended up going through the App chat section for upgrades and chatting to a sales person on the upgrades team. It went through fine that way but they said they can't deliver to a store, only your home address so you should make sure you are available for collection. They also don't require a signature for delivery. I work in the city centre and it would have been easier to pick up from store but I guess I can quickly go home and sign for it when it's out for delivery. The staff on the chat service are really fast and efficient and very helpful with guiding you