Order - Code not provided

[Robynbrown263]

 Does anyone know how this may have happened with a new phone I ordered where dpd tried to deliver it when nobody was home and they sent it back to EE because no Code could be provided 

[Peter_W]

Good evening @Robynbrown263.

Thanks for reaching out to us here on the Community!

When you order a new phone from us, we'll usually take a contact number to which DPD will send you a PIN before delivery.

If you didn't get the text for any reason, you can usually see this within the DPD app too.

Was the order you placed here on a brand new contract with us, or was it an upgrade?
Peter

[Robynbrown263]

It was an upgrade but the driver didn't get an answer at the door so it wasn't as if we didn't kmow the code as we received the text withe the code. The phone has been sent back to EE

EE have said they didn't request the phone back so don't kmow how this has happened.

Now its saying I can't upgrade as im not eligible for ah upgrade 

[Lesley_W · Accepted solution]

Thanks for the extra information @Robynbrown263 

The driver would usually try a few times before sending the phone back to us. Once the phone is back and processed by our warehouse, you will receive a text to confirm that the upgrade has been reversed and will be able to place another order then.

Lesley