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.

[murpo]

Well here’s my latest progress guys:

Ordered 8:28am on 19/11 full £50 ps plus bundle.

I had errors on my account and fix it forms completed and the order was eventually processed on the 27/11

on the 27/11 it was added to my plan and £10 taken

on the 11/12/2020 my order status changed to picked and I receive my DPD notification with delivery for Monday.

It was a good few weeks with you all. EE did send me a nuisance letter for contacting so much and threatened to terminate my contract of £200pm and I will be going to the ombudsman.

some thing I saw on this forum that I couldn’t respond to: 

Some guy saying it only gets added to your plan after it’s picked or dispatched - that’s not fully correct. Peoples whos orders were manually processed have it added to their plan before hand.

If any 19thers have not received any DPD notification yet then speak up.

[JChinery7]

@murpo just to clarify people who ordered on the 19th were also told it would be delivered by the 15th December. People are entitled to complain if they want to and at what ever stage they want to whether it has been 2 hours or 2 weeks! 

[murpo]

@JChinery7no, us 19thers were not told 15/12 until after ordering. It originally said in stock and would be dispatched in 1 working day.

We were all happy to wait til the 15th, we only started complaining when there was no communication and people started receiving orders who ordered after us.

Hope you get your console soon.

[Shazza14]

@murpo Merry Christmas bud. 

[murpo]

@Shazza14  Merry Xmas too mate

[Lasikie]

Ordered on 19th, ps+ bundle.

Got a text today that it’s added to the plan, it shows in the ee app.

No emails or anything on the dpd app.

[JChinery7]

why would I be triggered about not being in this group from the beginning? I ordered on the 3rd and cam here for updates on what was happening.

the people on who ordered on the 3rd I’m sure would have no complaints about having to wait until everyone who ordered on the 19th got theirs first but unfortunately that’s out of our control.

[murpo]

@Lasikie  It will have been picked. Go on live chat with your xko number and ask for a tracking number. Check your junk mail too.

[Laura86234]

So after being told today my order had been sent to dpd for delivery tomorrow, at 19:30 still no add to plan added or text from dpd I phoned EE DT to be told my order has now been picked and they are awaiting stock which comes on Thursdays , but then quickly said oh sorry stock is coming on the 15th and you should get it before Christmas 😳 my order emails both confirmed delivery by the 15th! I know there’s an issue getting stock in but WHY do we have to be told so many different versions of our order status?? Surely if you’re honest and upfront then you’d have less customers chasing and complaining 🤷🏻‍♀️ 

[Lasikie]

Tried it, get the generic response.