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.

[Thebatmanofbelf]

Hi all, 

I called the 0800 number and spoke to a lovely lady called zara and she took the £10 payment and confirmed all my eligibility  checks are passed but that they are out of stock currently. Zara confirmed it will definitely be received before 15.12.2020 and is likely to be much sooner than that. 

The eligibility to issue is to do with the system. Either it auto passes through or refers for some reason. I had recently ended a contract and taken a new one in August closing the other a few weeks ago so it caused confusion. 

Your order number is the x number it confirmed when booking. I happened to screenshot mine as I'm a nerd. 

Don't worry, you will get your ps5 and if you are worried call the 0800 as it took 5 minutes when I got through to sort 

[Dodgy_Geezer]

Just called in, the lady said the order had been processed at 11:40am which is when I got the processed order email and payment went out.  She said a device has been allocated to my order and I should hear from DPD shortly. I haven't received the 'winging it's way...' email but she said it's definitely gone through.

[Sazzleroberts]

@Thebatmanofbelf 

Did yours get referred then? Did they send anything about the confusion or you literally called?

[MikeD_89]

@Dodgy_Geezer 

Congrats!! I'm so curious if I have device waiting for me or not, but I dont want to hassle them even more

Which email did you receive at 11:40? 

When you hear from DPD could you let us know? 😄

[Thebatmanofbelf]

I just called as I saw others had done so and got everything processed. It was really easy so I would say its worth doing for you to as we had exact same issue?

[Dodgy_Geezer]

@MikeD_89 _ I received the order processed email at 11:40 and payment went out pretty much straight away.  I ordered and received my got your order email yesterday morning at 08:21 so orders definitely not being processed in order.

I've had an ongoing issue with my iPhone upgrade from last week where I received my handset last Friday but the tarrif hadn't been updated to the Full works. She resolved that and I then queried the PS5 order.

I'll ping a message if / when I get the DPD email.

[Spaceman01]

Sorry not sure what page the number is on could someone please provide this for me. 

Thanks.

[MikeD_89]

Use 150

If you use the 0800 number (which is the public one for non-ee customers) it wont let you in due to the queue being full.

As an EE customer you can skip that however with 150 from your EE device 🙂

[Bertie1993]

I ordered at 8 34 and didn't get processed till 2 30 day. 

It would be nice if they allocated the ps5s to time of order  not when they proceed the order but who knows.

[Sazzleroberts]

@MikeD_89 what extension did you press