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.

[WFrederick]

I think the person above is right, we have to wait and see.

I'm hoping I'm in batch 1 as I got my order in within 2 mins of the PS5 going live, and the £10 was charged first thing this morning. No emails at all today though unlike so many others.

[thefraggle79]

@Rahul_a97  the very first message on the front of this thread says.....

"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 is shipped to you."

This suggests otherwise and I desperately hope this is the accurate info!!

[Ellisano]

Just spoke to a lovely Irish lady named Eva whom spoke to digital sales who have now processed my order and I just received the email and now the tenner has gone.

she did say you might be waiting a wee while for it to arrive which she meant it won’t be here next week but I don’t mind.

[MikeD_89]

Honestly, I am very pleased with the way EE handled all of this.

The only things going wrong we systems going down, ineligible customers signing up (which they are trying to fix by getting you on contracts), and a lot of misinformation on this forum that led to panic about XKO numbers.

The customer service team have done a cracking job, even while having to WFH for COVID. 

Would you rather a 10-20min wait on the phone to talk to someone, or a 150,000 person queue at Currys that is botted instantly.

[Runaui]

Same here! Their site handled it really well and the customer service team has been really top notch trying to make sure everyone is happy.

My £10 has been taken and I got an email saying:

"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."

Does this mean I'm safe? If so I will have a very happy little brother come Christmas!

[Alex_S]

Hi Everyone 🙂

If you have a question about your individual order confirmation, please bear with us.

It might take us a few days to process your order because of high demand. We will come back to you as soon as we can.

Alex 🙂

[jayne25871]

I ordered yesterday at 8.29 and got the Your Order email immediately.

This morning I got the email about 4 times staying ordered subject to eligibility.

A couple of hours later I got the order processed email but still no XK number.

Anyone else had this?x

[Rulkez]

Nothing today then, doubt anyone who hasn't already heard will see much movement before Monday now.

[Sazzleroberts]

Got through.

He said to warn me that delivery will be by the 15th December I said that people had been saying that it wouldn't be until after Xmas. He said I don't know where they are getting it from unless its a complete brand new order 

[astonavfc]

So we all assuming that if EE have taken the money then its all go? Even if we haven't recieved all of the emails?