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.

[DanIndeed]

Can we all agree, the online chat are useless and they shouldn’t be contacted xD 

[pittster2020]

This thread is actually hilarious from people being told its coming tomorrow, today, yesterday, three weeks, after christmas.... literally EVERYONE is getting a different story. Because they don't know.

Its actually beyond a joke now.

[D1amondEyes]

As someone said above. I think it's safe to say Live Chat should be avoided. I am not sure what type of clowns they have on there but all they've given people is BS. To be honest I am not sure any of them really know. There seems to be a disconnection between the call taking staff and the logistics. It is logistics who know what is in stock and I imagine if they are processing orders out as soon as stock lands, the stock system cannot be trusted either because most of it probably won't even make it on there as it's not going into stock, it's going straight back out to a customer who has already ordered it. So the staff saying it is OOS are probably right. On their system it is.

The one thing I am finding very frustrating is that they now won't allow bundle customers to switch their orders to just consoles. I guess I am more mad at myself for not ordering a console only. Truthfully I didn't even see the option. I ordered at 08:27 and I only saw two options, the console plus controller and the same plus membership and I figured I may as well take the big daddy bundle. My my how I regret this decision now haha

[Sully2k20]

Let's stay positive guys. Tomorrow its the 1st of December so let's spread some Christmas Cheer! 

[Basit95]

Hopefully this will give some insight into the chaos that has been on this forum. Speaking to DST they just sent me an email: 

"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"

If someone has had something different especially in writing please share. This is the closest i have gotten to the truth about our pre orders. 

[H_R786]

Ordered the big bundle at 8.50, only one I saw. Whilst ordering I felt I had no time to read the full T&C's (How wrong I was). All I did see however, was that the PS5 was in stock and dispatched within 1 working day. That is such a blatant lie from EE. The way this whole thing has been dealt with is just so amateurish it's unreal.

[Basit95]

So from the above we can assume that people will be receiving pre orders from now until the 15th December so lets all be patient. 

[Sully2k20]

@Basit95  I received that Email on the 20th after I placed my order on the 19th. Its been over a week and I haven't heard nothing. I phoned up yesterday and I was told my Order is a open order and its being processed. 

[Britisheagle]

Exactly how I feel. Saw them selling out everywhere and didn't want to mess about.

If I had known I had until 10am and would have got my console before all the people paying more and ordered before me I would certainly have gone console only.

I am leaving it until end of play today then launching a formal complaint. I know they said 15th December but it simply isn't right that we have been shafted and left with zero communication. 

Imagine this was the latest phone and those who also ordered headphones where left in the dark? I wouldn't want to order from EE that's for sure.

[Peachy1]

I dont think people would not be too fussed on the delivery date PROVIDING the messae was the same all through EE , there has been so many differant varients from each dept! 

I would be happy to wait to 15th if they all samg from same hym sheet!