Have you ordered a PS5? Here's what to expect

[Christopher_G]

**UPDATED** We've added some extra information to cover some more frequently asked questions

You can order accessories on Add To Plan, which lets you buy new kit, and spreads the cost across your monthly EE bills over the next 11 months. It doesn’t cost you any more – there are no fees and no interest, and it’s not just for pay monthly mobile plans either. 4GEE WiFi and tablet plan users can benefit too.

Find out more about Add To Plan >

Here’s some helpful information of what to expect if you ordered one.

 

 

The PS5 is showing as out of stock, what should I do?

When the PS5 is out of stock, you can register here to get notified when it is available to order again.

Am I eligible?

You are able to order if you are an existing EE customer within the first 17 months of your contract and are eligible to take Add to Plan (please note, not available at time of upgrade).

Can I buy over the phone?

No, the PS5 is only available to buy online through the online shop

How do I know my order has been successful?

When you place your order online you will see an on-screen message like the one below with an xko number

You will also get an email about your order which will look like the below

If there are any problems with your order you will be contacted directly.

You will be kept up to date with your order by regular weekly messages, no need to call.

When will my £10 upfront payment be taken?

Your payment will not be taken straight away, so no need to check your bank account. It will be taken when your PS5 order is being processed on your account.

Will you be selling accessories or games?

Yes, we are selling various packages of games, controllers and consoles.

How will I find out about my delivery details?

You will get free Monday to Friday delivery as standard on all online orders and will receive a notification when it is out for delivery.

DPD – our courier partner, will send you a text the day before your EE order arrives to confirm delivery for the following day. The message will also include options to change and track your parcel on DPD’s website.

A further message will be sent on the day of delivery advising the 1 hour slot in which your delivery will be attempted, again this message will include options to change and track your parcel.

What if I want to cancel my order?

If you wish to cancel your order, please call us on 150 to do so.

Are you excited about getting your hands on one?

Tell us what games you are looking forward to playing in the comments by tapping “Reply” below.

[Garry_D]

@Becky41 
See, when I called and the took the £10 I got an email similar but saying this.

Hi, Thank you for placing an order for Add to Plan on your account. Currently due to high demand , we are only able to complete 1 order per person /account. We’ll keep you updated by text message on the progress of your order. DELIVERY DETAILS You will get free Monday to Friday delivery as standard on all online orders and will receive a notification when it is out for delivery. DPD – our courier partner, will send you a text the day before your EE order arrives to confirm delivery for the following day. The message will also include options to change and track your parcel on DPD’s website. A further message will be sent on the day of delivery advising the 1 hour slot in which your delivery will be attempted, again this message will include options to change and track your parcel. Thanks The EE team

[Teemeans]

@Garry_D @Did you order two ?

[Becky41]

@Garry_D I don't understand why there are so many different emails and responses to what seems to be pretty much the same problem. I asked if they could take my £10 over the phone numerous times since 19th and I've been told they don't have the power to do that, that it will be taken once the order has been dispatched?! Wtf

[JChinery7]

Basically it has been processed and to expect delivery before the 15th December and DPD will contact the day before and the morning of delivery.

Sent from my iPhone

[Garry_D]

@Teemeans 

No, just 1. They did say on the phone that everything looked okay before they took the £10. They then said they were going to send me an email and that is what I got.

[Garry_D]

@Becky41 

They didn't take any details over the phone of that's what you mean. Just that they were going to take the payment from my account and they did. The reason i was asking was that people seem to believe they are sending them out by the bundle type and my order is basically identical to some who have had the exact same timeline as me.

[imad76]

Thanks EE

Ordered on 3rd received my ps5 today exceptional service great communication through out can't fault you.

[JChinery7]

My payment was taking on the 5th after ordering on the 3rd automatically after I received the expected delivery email

Sent from my iPhone

[mtm81]

further update to my total shambles of an order.

just been onto the "executive team"

They confirmed my suspicions.

I have to effectively "hope" that all the ducks are in a line and both the PS5 AND the phone are in stock at the same time (the 14th) in order for them to send them both out.

Not one person at EE thought it might be a good idea to send out a part order....

So as I need the PS5 for my sons Xmas and the phone for his birthday I'm left with the following options

1) wait and hope that both items come into stock at the same time (clearly won't happen)

2) Cancel the order, put the order in for the phone and a separate order for the PS5.  I'll then get the phone (albeit a totally different one to the one I wanted) in short order, BUT I then have to have a "new" order for a PS5 (which means I'll never get it)

The fella I was talking to (to be fair was trying his best), didn't have ANY other options.  Was unable to put me through to his bosses to further my call (as they aren't "customer facing") and could only put me through to ofcom!!  :-0

So, I'm effectively punished for trying to do the right thing at the point of my order..

Absolute joke of a company..

I do feel for all of the customer facing staff as the issue doesn't lie with them - it lies with the people above them who make the decisions, all of whom are effectively hiding..

[Rulkez]

anyone else get a order cancelled email back in November then receive one today ?