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.

[MESSBAND]

I am on Sim-only 24 months contract and just called today to get my XKO number. When I spoke to digital sales, they did give me the XKO but told me I am on Sim-only and should not get the order.

After I explained that I was advertised the option and I was able to add it and that the only reason I renewed my contract was that I also got the PS5 the advisor spoke to the manager. It seems like my case has now been passed on to the specific team processing PS5 orders who apparently will give me a call to sort my order.

[Moricant]

Ordered the basic SKU, no extras, with the confirmation coming through at 8:23. I'm on a pay monthly contract that I started back in April and both the contract and the card I used are in my name and linked with the same address. No e-mail so far this morning, and the £10 has not been taken.

[SaywellHQ]

I had my first confirmation at 8.19 yesterday morning - I ordered the bog-standard disc addition as an add on.

Just had my email

"Hi,

Thank you for placing an order for Add to Plan on your account. You can expect to receive your PlayStation 5 before 15th December 2020.  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"

[AverageMom90]

@Ryanm0307 

i ordered the same bundle ps5 + extra controller and i got confirmation and money taken at 8:15 this morning

[SE77EN]

What it looks like to me is that there is an issue with one departments system that is preventing the digital sales department from processing certain orders. I was told it should be fixed by the end of today or tomorrow morning. For those who ordered early doors and have not yet received a confirmation email yet, could you update us as soon as you hear something because I'm assuming that this issue between departments is what is preventing our orders from being fully processed.

[AverageMom90]

@Calumw19  first confirmation yesterday morning at 8:26 and another with money taken at 8:15 this morning

[Natz2381]

This is absolute torture waiting for this confirmation email is play havoc with my anxiety levels 🤦🏻‍♀️

[tdeelab]

I ordered a PS5 with an extra controller and got an email this morning saying to expect the PS5 to be delivered before 15th December.

[Beany96]

Did you not get the about your order email?

[Gdownes]

Ordered the PS5 with extra controller and PS plus at 8:19 yesterday, I am within the T&C's but no money been taken and no delivery email yet. Must not be an actual order to this