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.

[murpo]

@Smfdurham I think wrong info was given. They told me it’s showing as dispatching on the 30/11 but your saying they told you delivery 30/11. I think dispatching 30/11 sounds more correct 

[samw22]

Posted this a few pages back but thought I'd mention again as it seems to correlate with what the person a couple posts above me just said.

I was told on live chat yesterday that I would definitely receive delivery information by 1st December, and should receive by 3rd. I'm a bundle customer  (extra controller and PS+). I was also told on the phone that they thought they had no stock and it could be up to 15th December. 

Who to trust? Usually I feel like the live chat don't know the full story and just read from a script, but are they allowed to be so definitive? I double checked twice about the 1st December date and they seemed sure.

[GIVEMEPS5]

@Ale1206 Everyone knows this is a very first world problem but we’re eagerly awaiting our consoles.

as for people leaving EE I think if someone wants to leave after all this nonsense then fair play, EE are meant to be a communications company and they can’t even manage to give simple order updates or have their CS staff on the same page.

[TiaAllyce]

Must admit, for me, my experience has been almost identical to every other Add to Plan I’ve ever had.

I ordered last week and got my order confirmation email. I got an email yesterday as well as the £10 being removed from my account. My order was shipped yesterday and is now out for delivery. 

I’m on a handset contract, and ordered the console only (no bundle).

[Kthistle]

@Silcrows yes I am one of those. Console due to be delivered today. So my story goes...

opened my EE and didn’t drop the box to my number (joint phone account), I didn’t realise it was on my husbands number who IS NOT in the first 17 months. 
I placed my order at 9.45 got the thanks for your order email same time. Saturday I got the XKO email. Went onto my EE yesterday under my husbands number and it said can’t have add to plan as you’re not within the first 17 months. I rang digital sales, he had no idea what was happening and just said it looks ok you’ll get the ps5 by 15th. Then I downloaded the DPD app and the EE parcel was pending collection. Husband then got a text from EE explained the £40 a month and it was finally added to the add ons. Still no £10 taken. Ps5 is successfully added to the number not in the first 17 months. Strange one but I hope that gives you some hope!! 

[Mtfatcat]

I ordered ps5 + extra controller + 12m ps+.

I had to phone customer service today to sort a problem I had with another item I had on add to plan which is now resolved but sneakily said I have a ps5 waiting to be delivered also but I'm happy to wait till it gets here but she said to hold on I'll just check.

She said its waiting for dpd to collect and that she wished everyone would stop phoning up asking because its driving them mad and why can't they all be like me 😉

[WFrederick]

@Mtfatcat 

What time did you order the bundle?

[Mtfatcat]

8:34 was the time I ordered

[WFrederick]

Epic! I should also be getting mine then, ordered at 8.17 😄

[Malif1ce]

Also recently phoned up. Ordered console plus controller 

Got told that my order had been processed but they were awaiting stock to arrive for everyone and we'd receive by the 15th. Did inform that some stock must have arrived as orders had been shipped and received. Seems like there is no consistency and all depends on what the person on the other end makes up on the spot,she did apologise a lot but seems they're in the dark as much as we are