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.

[Spuddy1986]

So having just got off the phone to CS, I would like to say the following;

WARNING THIS IS A LONG THREAD, BUT PLEASE READ IG YOU WANT CLARITY.

All those who got xko confirmation will receive their ps5 by 15.12.2020, the reason that console only have recieved is that they are acknowledged as a separate product type as the bundles, the same can be said in regards to the console controller and ps+ so available to order were

A) console only (with a number of stock believed to be 5000 units)

B) console and extra controller (with a number of stock believed to be 5000 units)

C) console, extra controller and ps+ (with a number of stock believed to be 5000 units)

All items were ordered into the warehouse as separate order types, this makes sense to console only having received, ee are waiting for a further 2 deliveries to satisfy the order type B) and C) this is anticipated to be received in either one big order next week or the week after, or 2 separate orders next week and week after respectively, any orders that do not appear on add to plan (like mine) will not appear until after further processing the order and arranging dispatch, those who paid £10 and had it refunded onto their next bill (like me) will have their bill changed when order is processed to have the £10 charged onto next bill.

So all will receive, it is just a waiting game, and orders are processed as per the above in separate 'batch types' and in 'time of order basis' CS stated that console only have been processed separately as per the above so this is why a lot of people have now gone quiet, with the anticipation that the left over orders (console only) will be mopped up and sent out in the next days, providing all meet the threshold and are further eligible for the add to plan, which is confirming of the previous SIMo received based on further credit checks and in line with add to plan requirements.

I asked that CS can get a rep to add to this forum to settles everyone's fears as this is such a source of anxiety and spurs further calls and live chat to ee, they are unlikely to do this but said they would inform the manager of this thread and the hundreds of pages this has become.

Orders remain as either 'open' (awaiting allocation against the stock due) or 'in process' when handed to DPD to arrange delivery, they could not and would not give exclusive dates for planned delivery or ideas of orders due to be dispatched but state that providing all have their order confirmation (xko number) email they will receive in line with the emails content, ergo by 15.12.2020.

I asked other questions so if anyone wants to know more please ask, hope this helps everyone ? 

I hope no one further ordered iPhone 12 as this is causing the same headache to the team at ee. And the CS agent I spoke to plans to quit before any other major launches 🤣

[Ashmc]

@Lumleyhtc 

Telling  you what you want to here , no text sent out today saying adding to plan ect 

ain’t happening 

[GIVEMEPS5]

@Spuddy1986 that makes the most sense out of most of what CS teams have said so far.

Although confirms my fears that as I ordered the extra control and the ps+ it’s likely to be 2 weeks still, can see orders for the extra controller bundle going out this week then the bigger bundle will be the week after.

So once again those of us who have committed to giving EE the most money will be left waiting the longest for our goods. Great service EE! Can’t wait for my contract to end so I can find a new network provider. 

[murpo]

There’s nothing being dispatched today.

the person who checked my account says it shows a 30th November dispatch date so I’m confident I’ll see movement tomorrow as she had no reason to lie as I didn’t call about the ps5.

[presleyys]

Hopefully, we will hear something today but I don't think we will. Lowkey gonna miss this thread once we all get our PS5's.

[Spuddy1986]

@GIVEMEPS5 

The only solace I am taking from the whole situation is that we will receive in line with what we were told at the get go and with every day the deadline closes in up to and including a very merry ps5 Christmas !

I have my lgxc arriving in the next 45 minutes, but can't do anything until Christmas day, telling myself that this is a Christmas present for my 2 boys knowing that I desperately want to play 🤣

I wish the ps5 was here i would say **bleep** to it and get it set up, and get the kids something else 🤣

[Lumleyhtc]

@Ashmc 

We will see time will tell 😂😂

[benebden]

Well I’ve heard nothing from EE apart from a text telling me I’ve added something to my add-ons. Both the console only and the bundle console are now added to my phone bill that comes out in a week. 

really hoping console actually arrives as they are ready to start charging me for it 😬

[Joshboy781]

@Lumleyhtc, hmmm, what do you know eh? 🤔

[Charlotteyyy]

I’ve just gave in and called and she literally just said my order was “processing and open” which means it isn’t out for delivery and that it’s accepted that’s all, I asked about stock she had no idea, oh what fun. Will check this thread tomorrow but I’m pretty certain I’m not getting it within the next week, never mind. Enjoy the rest of your weekend everyone, I’m off to glare at my PS4