Upgraded, but...

[JackSalter]

So I managed to finally pre-order my iPhone 6 plus this morning at about 9:15 this morning, received an email saying "Thanks for your order" and I got a text at the same time saying more or less the same thing. The first email has an order number (beginning WEB), but there are a few things that seem a bit troubling:

Firstly, I havn't had a confirmation email since (although I know they can take a few days to filter through). Next, when I log in to my account it still hasn't updated with my new plan and still tells me I can upgrade. And lastly, I just tried inputting my order number into the tracking system to see if there had been any progress but it just comes back with an error, suggesting my order number doesn't exist.

Would anyone be able to help me? 

[garethr]

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@Veed3779 wrote:
I just spoke to 191 and the confirmed that they received my pre order and said my account won't update new tarriff until the phone is delivered? Not sure how true that is maybe a mod here could confirm?
He said also there could be a delay in getting order numbers sent out he gave me a #vf ref no via text but not an order number, this is the first pre order I've done so I'm guessing that my order number hasn't been raised yet that means by the time phone is ordered il be way down the list and can forget a release day delivery!

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When you upgrade your tariff changes normally on midnight of the night you upgrade - so you're effectively paying for the new tariff already. I think thats pretty common knowledge so surprised you were advised otherwise, but if it was offshore CS nothing surprises me. :smileyindifferent:

The key is getting the web-xxxxx order number which you can then use in the order tracker. Thankfully that is much upgrade from previous years where it only would update once a day!

[Veed3779]

Well that's what I thought when I ordered an ipad last year I got a WEB no. And I've just done my partners upgrade online for her and she's got a WEB no.
And my account still says I can upgrade? What would happen if I did it online and then the phone order went through as well?

[garethr]

Both orders won't got through. Only one will confirm and the other will automatically cancel.

[Veed3779]

Ok, just done it again online this time and I got confirmation straight away with a WEB no so presuming it should cancel the phone order then even though that had not yet been confirmed, can't believe after 24hrs a phone order is still not confirmed but an online order is, surely with the phone order the rep on the other end is just doing an online order in your behalf?

[Veed3779]

Its now been confirmed as well all
In the space of an hour, annoys me that I spent all morning waiting to get through on the phone yesterday to try and get a release day phone and it didn't even get ordered! I've now more than likely missed despatch for next week and if its anything like my partners last pre order I could be looking at 4 weeks!

[JackSalter]

Progress report! My new order is now showing in the tracking system and I received a second text and a second email saying that the order was now Confirmed! So everything is great there, buuuuut my first order that seemed to have disappeared has now appeared on the tracking system too! It only says it's been "received" rather than confirmed like my re-order, i'm just worried now that I somehow may end up with two phones and two contracts!

*EDIT   Spoke with customer serivce, which by the way for me was outstanding, and they confirmed for me that my first order that got stuck in the system had been replaced with my re-order which went through without a hitch - and my delivery date is still next friday (and so I will only receive one phone and one contract). So for those in a similar position, your first order would have been replaced by your re-order and you should still have delivery for the 19th! 

[garethr]

Given the number of us who've been in this position and had to reorder in order to get a confirmed order I think it would be helpful if someone from the forum team could comment on the situation and look to provide some assurance that none of us will lose our places in the 'pre-order queue'.

[DBurdon]

Absolutely agree Garethr, might have to wait till Monday for that, not sure any customer service staff in the UK are working till then, don't think the overseas guys comment on here.

[Retired-Ian_]

Hi guys,

It's an exciting time waiting for an iphone to launch.

My upgrade isn't due until the end of October and I can't wait.

In the first instance, I recommend checking your Junk or Spam folders for emails from us. 

So that we can check what's happening, you can find out how to get in touch with us here.

Thanks,

Ian

[garethr]

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@ian_C wrote:

Hi guys,

It's an exciting time waiting for an iphone to launch.

My upgrade isn't due until the end of October and I can't wait.

In the first instance, I recommend checking your Junk or Spam folders for emails from us. 

So that we can check what's happening, you can find out how to get in touch with us here.

Thanks,

Ian

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Hi Ian,

I should already have an open query regarding this situation (#7938435), so hopefully I can get some answers on what this all means for my position in the pre-order queue.