What might delay my order delivery?

In this article

Unfortunately we're not always able to get your order to you as soon as we'd like.

Why is my order delayed?

Why is my order delayed?

Coronavirus: deliveries and connections are not currently delayed

Most connections, repairs, deliveries and installations are happening as scheduled. Find out more.

There are several reasons why your order might be delayed:

We need more information:

If your order was placed via our website, we may occasionally need extra information from you to complete your order.

We'll contact you as soon as possible for the extra information and advise you when to expect your order delivery.

We aim to make contact within 24 hours of the order being placed.

Your order was placed after 8.30pm:

If your order was placed after this time, or after 7.30pm on Sundays, it'll miss our warehouse's dispatch for next-day delivery. 

You'll receive notification of the delivery date when you place your order.

We have limited or no stock available:

If we have limited or no stock available on the device you've ordered, we'll dispatch your device as soon as we have stock.

We aim to provide guidance on when we expect to fulfil your order and we'll keep you informed via text message as your order progresses.

Your order is for a device that’s newly launched:

Things can get a bit hectic when a new device launches. We work closely with suppliers to ensure we get stock as soon as possible but occasionally there are unexpected delays.

We aim to provide guidance on when we expect to fulfil your order and we'll keep you informed via text message as your order progresses.

Your order is for a device not launched yet:

If you've placed an order for a device that's not launched yet, we'll provide a delivery date based on the market launch date.

We'll aim to deliver your order on the day of launch, if possible, and we'll keep you informed via text message if there are any unexpected delays.

How can I track my delayed order?

How can I track my delayed order?

For orders that include a pay monthly plan:

You can keep up to date with your order status online.

> Track your order

Please note: we can only provide tracking for orders including a pay monthly plan.

What do I do if I haven't received an update on my order?

What do I do if I haven't received an update on my order?

If you haven’t received an update within 72 hours of your order being placed:

  1.  

    call 0800 079 0531

Opening hours are 8am-8pm, Monday to Sunday.

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