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.

[Berwicks]

Nothing about eligibility checks in my email, and the £10 has been taken. Looking at other posts above, it makes me think mine will be getting shipped soon?

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

[MikeD_89]

They've just taken my tenner! 

Hopefully this is a reeaaallly good sign

[tdeelab]

@Sazzleroberts I see a £10 transaction dated for today which is pending in my bank account, it will stay pending until the PS5 is officially dispatched right?

[MarinaXx]

I got the same email as above!! 
woo

[anonymous961]

@Phloride - agreed - they look to be sending this out to everyone to stop them from contacting EE. The key phrase is "subject to eligibility checks" and reading between the lines, if you pass the checks, they'll take the £10 from your account

[Sazzleroberts]

@WFrederick 

I spoke to him he said that if money has been taken your order is on its way and you should have received an email saying its winging its way to you.

Others received a we have your order and subject to checks we will process it. No money will be taken from the account until its ready to be despatched.

He did say to keep checking. They are really behind with emails etc but working really hard

[Sazzleroberts]

@MikeD_89  yes it means yours is ready for collection from DPD 

[LJO]

I have had an email for to say to contact customer service as there is a discrepancy between my account and order form. I can’t get through on the phone to sort this out. I hope I won’t miss out

[Sazzleroberts]

@tdeelab 

So it means they have taken the money its just processing. Some banks will earmark the money others won't (it can take up to 2 working days for it to go through the account)

So my mate said it means its wrapped up ready to be sent out or for dpd to collect it. 

[walydmiah]

I received an email titled "about your order XKO......." asking to call up as they needed more information from me. I called up and the rep said no additional information was needed at present and everything was fine. 

I am a sim only customer and still have not had my £10 taken from my account. I ordered the PS5 console only.

Seeing as others have had their £10 taken already it would be interesting to know if any of these were sim only customers.
#SoConfusEEd