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.

[Blackline72]

This is what I find most problematic. It said available now. Not available to pre-order now.

It’s a small thing but I find the distinction between the two quite important. Also I’m note really grateful to a company that is charging me for a product. That’s business not an excuse to go easy on them. 

[Sazzleroberts]

Agree to! I did ask him shall I be looking else where?

His reply is you will get one hopefully from the 15th but the email subject was stock delayed so he assumes that means the stock had been delayed this week.

Baring in mind he did say that each day is a new thing to say 

[Britisheagle]

Exactly @MikeD_89 I for one am not expecting my console before the 15th (I am kicking myself not going with not trying to procure one from a proper retailer so that I could have got it earlier but nevermind!) all I would like is an update, which they said they would provide! 

They never said we'll only email you if it's all great or all bad they just said an update, this has understandably left a few people who have been given conflicted information feeling left in the dark. 

[Tokra100]

Agreed and this too is my point of contention. Let me narrate my experience.

At POS it stated “in stock £10 upfront”. I am perfectly happy with this. I receive an email saying delivery by the 15th. 

Ok....if it’s in stock I’m a little confused why there is a three week lead time, but we’re in a pandemic so I kinda understand. 

2 days later.....confirmation email with reference number and £10 taken. Forum says that means allocated for delivery! Awesome. Check “My EE” and there is a £40 “add on” on my account. Double awesome. 

3 days of silence. Confused because the last I checked

money taken = shipped

i check “my ee” again and to my surprise I can no longer see my add on and my account is in £10 credit. Check email. Nothing. Ring 150. Get told it’s an “open order” but I have one allocated. Decide to wait for the promised weekly update. Silence. 

I have been with Orange/ee since I was a teen and their customer service and deliveries have consistently been terrible. Hell the last three online orders I placed were messed up. The online order said “complete” but something broke in their system forcing me to confirm via phone. 

Given all that.....ee still manages to surprise me with how terrible their customer comms are. 

[Calumw19]

Hello any update thanks 🙏 

[thefraggle79]

I'm sure a certain unnamed person on here with have a complaint about what you've said however, I think you are spot on. You don't tell the petrol station how grateful you are for them supplying you with something you've paid for.

You are spot on with your post though. EE are making money with everything you get from them.

[Tokra100]

Thanks @thefraggle79   

What’s sad is that I generally have no issue with the service EE provides. Once you actually get your hands on a device it’s great 

Acquisition? Somewhat like alcohol during prohibition 

[timhendge]

Let's not forget cyber Monday... 👀

[Cbeach]

I agree that the constant heckling of customer service is uncalled for, these are minimum wage workers who don't get paid enough to go into work and deal with continuous calls from people asking where their PS5s are. They have to do their normal amount of work with this huge load placed on them too. 

But, saying that, people do have a right to wonder where their product is, the T&C's were changed after purchase, the promised weekly update wasn't supplied as said. I'm now wondering what's going on too, but I'll be patient and wait for an update. 

The people coming on to this thread to poke fun, and abuse others is doing way more harm than good, and making the situation worse. People need to simmer down and respect boundaries I think. That includes that of the customer service team too. 

[Jass86]

Simmer down. Now that is yorkshire