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.

[astonavfc]

If they had stock on launch day then some of it would have been dispatched by now? My understanding is EE lied that they were in stock and never were in stock but they are projected to get stock before the 15th Dec but thats guesswork really

[dannyttt2011]

@Tiler77  HAHA! that's amazing.

I know everyone is saying just leave it, wait and see but this is will keep me entertained for a few more days. Stock, out of stock, never had stock.

[ANDYGJG]

Got the confirmation email at 8.44am. Took the £10 out on the 20th. So pretty much straight away and not heard anything since. I think it would be good if EE at least came out and said something regarding it all. I don't mind waiting, but would like to know if i'll be getting one before xmas as it's a gift.

[Chloewlsh4]

@ANDYGJG  have you not received the email stating it’s been processed? (after the confirmation email)

[ANDYGJG]

Chloewlsh4

Nothing. Just that initial email "about your order"

[Chloewlsh4]

I received this email the day after placing the order 

Hi,

Thank you for placing an order for Add to Plan on your account. We have now processed your order and 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

[astonavfc]

@Chloewlsh4Alot of people got that, I never did. I got "Thanks for placing a pre-order" but i'm not reading too much into it or any of the emails as they are just emails manually sent from advisers. All sending different ones. Mine however, does have an order number on it, and my £10 has been taken now and is shown under payments in MyEE.

@Christopher_Gis there any official update from EE, you stated before that once the £10 was taken the item will be dispatched, guessing this is no longer the case?

[Kthistle]

@Chloewlsh4 I do wonder how many similar emails have been sent. Mine is exactly the same as yours but mine says “by” the 15th and not “before” and others say your PlayStation 5. Mine doesn’t mention what the add on is. I got my email like yours on Saturday but no £10 taken as yet. 

[ANDYGJG]

@Chloewlsh4

Yeah I haven't had that one yet. But I do have the XKO number. As got it when i placed the order. But I've only had 1 email and the £10 taken. Bit bizarre everyone seems to have had something slightly different and in different orders.

[Chloewlsh4]

@Kthistle When I got that email the payment was taken and now the payment is showing on the app. I asked ee if they could actually see the Ps5 on my account yesterday and they said that they could see it, so it has definitely gone through luckily