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.

[SE77EN]

@murpo 

Yes, same here. I received an email the day after release day asking me to call them. When I did they said that there was an issue adding to my account even though I met all the criteria. The lady tried to speak to another department to rectify but that department didn’t have PS5’s on their system yet which meant it couldn’t be resolved and a “fix-it form” needed to be sent off. They told me the PS5 that was meant for me had been given to someone else (hence why I haven’t received one yet). It wasn’t until Friday gone where everything went through out of the blue. I was also told 30th for dispatch.

[murpo]

@SE77EN  Omgggg you had the exact same issue as me. I had like 5 fix it forms completed and no one would call me back when they promised. I couldn’t order my HomePod minis or ps5 due to the error.

I gave up and then the same as you on the Friday out of the blue I received an email and had £10 taken out of my bank. I called and they said it was all processed 

I also got a call from the executive department on that same day as I made a complaint and they gave me £30 compensation for the troubles.

I then called to order my HomePod Minis and asked about the PS5 and she said it shows the 30/11 as the dispatch date. 

so me and you have been through the same situation and both of our accounts show the 30/11 dispatch. Let’s see what happens today.

If we were both told the 30th then it must be something on their system showing that. I could tell she wasn’t lying because I didn’t call about the ps5, I just casually asked about it.

The advisor is calling me back sometime today to let me know about my HomePod mini dispatch date so I’ll ask about the ps5 when(if) she calls me.

[Cbeach]

@murpo did you order a bundle?

[murpo]

@Cbeach  yes the £50 bundle. Extra controller and ps plus. 

If EE call me today I’ll find out more and if I get any dispatch notification I’ll let everyone know. However if I do get a dispatch notification it could be my HomePod Mini also, so I’ll need to double check lol

[Sazzleroberts]

Hi all and welcome to a new week of level 2 jumanji,  who knows what might happened today 🤣🤣🤣 

So my mate is back at work today at ee and usually they get a debrief email first thing, but there's been nothing. He asked and all they said is at 3pm today they will get debriefed about when the next dates for pre order will be .

I asked if they forgot the people who haven't received there bundles and his manager told him he thought they had been dispatched 🤔

[Cbeach]

That's the bundle I bought, fingers crossed they get dispatched today as I'm work Wednesday to Sunday, don't want to miss it!

[AverageMom90]

@Sazzleroberts  Well that sounds very reassuring 🙄  

And also going ahead and giving a debrief on the next lot of preorders, they need to fulfill the ones they’ve taken already first!

[Dave_Mac]

I phoned up last night as ive had a nightmare month with EE, upgraded, its not come, upgraded wifes phone, they upgraded the wrong line, then my BT sports didn't work and now #PS5Gate

I got two of my queries resolved, I was told my phone should be here this week....at the end of the call I pushed my luck and asked about the status of my PS5 order. 

The advisor mirrored what has been said previously, my order is in the warehouse, its not been dispatched at that time, but it should defo be here this week.

Mine was 8:24 and Ps5+Controller

[Spikecast]

A new week, another week of EE shenanigans no doubt! £50 bundle order at 0824 on 19th November. I'm actually not expecting anything this week, I've sort of given up on EE giving us any decent info it's all over the shop, it's the staff I feel sorry for. Thankfully I got my son PS5 which I've put away for Christmas. This one is for me as I've had a rough year and thought why not I'll treat myself. So I'm slightly more relaxed than others but still miffed at how EE have handled it. Embarrassing is an understatement. Especially when there is talk of them taking further pre orders when they can't even fulfil current orders. 

[jennpetal89]

so I've just seen someone who has ordered from ee has put it on ebay already 😞 dnt get why people do this 😞