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Order number but no confirmation

  • 3 September 2020
  • 14 replies
  • 221 views

Hello,

 

I recently upgraded and got an email with my order number saying the order is being processed and that I will receive a confirmation. I have not yet received this though it has been over 24 hours.  The penny I have to pay for this has also not left my bank account. 

Is it possible to find out if my upgrade has gone through or if I should re-order? 

 

Thanks,
Sarah 

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Best answer by Will 5 September 2020, 12:49

Hi @sarahbrooks,

 

We’ll drop you a Private Message now to see what’s going on with your order.

 

Will

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14 replies

Hello,

 

I have now had a reply saying my upgrade cannot be processed because “This is because you're still within your agreed plan period”.

 

The upgrade was offered to me through the app so I'm unsure as to how I am now ineligible for it. I am on a one month rolling plan and have been on It for several years. 

 

I would really appreciate clarification on this. 

 

Thanks,

Sarah

Userlevel 5
Badge +7

Hi @sarahbrooks,

 

We’ll drop you a Private Message now to see what’s going on with your order.

 

Will

Hi, I have the same problem. I ordered an upgrade on Wednesday and I've got an order number but I've not received any confirmation since and it's been over 24 hours.

Userlevel 6
Badge +8

We’re very sorry for the lack of updates you’ve had @Lmaohelp 

Just so that we can take a look at this from our side we’ve sent you a private message here now.

If you could click your profile then go to inbox, we’ll get back to you there upon your reply.

Thanks.

Hi seem to be having the same problem. Can anyone help ?.

Userlevel 6
Badge +8

How long ago was it you placed an order @Paolaa3112 

Have you checked your junk folder in case anything went there by mistake?

Let us know if you’re unable to reach our Live Chat Team, we’ll message you here if you still need updates.

Hi it's been over 72 hours. I've checked the spam folder no emails whatsoever, and I tried live chat but no luck.

Userlevel 7
Badge +9

Hi it's been over 72 hours. I've checked the spam folder no emails whatsoever, and I tried live chat but no luck.

 

Hello @Paolaa3112,

I take it this is an upgrade as you advised it’s the same issue?

Can you please check the account/app, have the allowances updated to the new plan?

 

Mohammed

 

Hi,

 

I ordered a new Iphone over a week ago, and received an e-mail that a member of the sales team would call me as appeared some of the information was missing

I have heard nothing. The 0.01p appeared on my account but then disappeared

Can you help? Or shall I order again? 

Userlevel 6
Badge +8

Hi there @Andy Royle 

We’ll send you a private message on here now so that we can take a look into your order specifically.

Simply click on your profile icon in the top right, then go to your private messages.

I am a new customer (well at least trying to be!) 

I placed an order, provided the direct debit information and a penny was taken from my account to confirm the process.

I have received an email confirming my order on Tuesday 13th of October and was supposed to receive another email confirming dispatch but never did !

I don’t even know the mobile number as the sim has never arrived.

What should I do ? am I going to be billed for those days ? where’s my sim ?! :D

I am a new customer (well at least trying to be!) 

I placed an order, provided the direct debit information and a penny was taken from my account to confirm the process.

I have received an email confirming my order on Tuesday 13th of October and was supposed to receive another email confirming dispatch but never did !

I don’t even know the mobile number as the sim has never arrived.

What should I do ? am I going to be billed for those days ? where’s my sim ?! :D

Now I received an email saying my first bill is ready and will be charged soon yet no dispatch. Isn’t receiving the SIM card comes first ?!

I am a new customer (well at least trying to be!) 

I placed a sim only order, provided the direct debit information and a penny was taken from my account to confirm the process.

I have received an email confirming my order on Tuesday 13th of October and was supposed to receive another email confirming dispatch but never did !

I don’t even know the mobile number as the sim has never arrived.

What should I do ? am I going to be billed for those days ? where’s my sim ?!

I also got an email saying that my bill was ready ! And apparently I’m already being charged even though I didn’t get the SIM and I don’t even know my number yet ! 
No customer service number and the live chat is always busy ! 

Userlevel 6
Badge +8

Hi @Roza92 

When was it you placed your order?

Could you check your junk/ spam folder to see if any emails went there by mistake?

If it’s a SIM-only order you’ve placed then you should have the SIM within about 2-4 working days at most via Royal Mail.

If it’s a 24-month contract with a phone then you should usually have that within 1-2 days via DPD.

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