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.

[Charlotteyyy]

I’ve just submitted a complaint, not about not getting my ps5 (like I said, even 15th dec is fine for me), but the sheer lack of care to communicate with the customers. Several people have tagged the forum mods who are commenting on any other thread except this one, every single person has been told different things, people have been called liars by their team, it’s a disgrace. I pay almost 200 a month to them to be treated like this. 

how hard is it to tweet or post a forum message saying “bundle customers we don’t have you stock yet due to this reason etc” 

[GadgetHunter]

The level of angst on this thread is amazing and makes for amusing reading.

Personally it does not bother me if someone who ordered after me gets a console before me or if my delivery comes later than someone else who did not order the bundle. 

EE never promised that online orders from any shop should be delivered in the sequence that they were placed. And why would anyone expect orders to be dealt with is such a way - this is NOT a queue. For example, it is perfectly acceptable if EE decides to give orders to their most profitable customers first.

All that was originally said was that orders would be sent out from EE by 15 December using next day delivery. So as long as you get your order by 16 December then you have absolutely no grounds for any complaint - even if yours was the very first order placed and yours turns up late on 16 December even though absolutely everyone else's arrives on 1 December.

Roll on another 100 pages of angst and woe. 🙂

[Runaui]

What are the odds the people who have registered interest will get theirs before us bundle guys, Sim Only already snuck to the front of the queue lmao.

[Woostie]

John Lewis had stock my nephew had his delivered 20th

[MikeD_89]

@GadgetHunter 

I agree entirely with you that the level of annoyance at EE themselves is getting far too out of hand on this thread.

However, you are mistaken - they originally said dispatch within 1 day of ordering.

It was changed to before the 15th of December that day. But some people are now told not until after the 15th of December now.

I don't think anyone here minds waiting until the 15th for the console, the angst and nervousness is being fuelled by the lack of communication, which was once again going to originally be weekly updates. 

[D1amondEyes]

@Woostie So that makes it even worse then. They blatantly mis-sold it.

[Charlotteyyy]

@GadgetHunter @Actually, appaling customer service, lies and being passed from pillar to post is total grounds for a complaint. I’ll say again I DO NOT CARE if I have to wait until the 15th and beyond, I don’t even particularly care about sim only “skipping the queue”, I care about disgusting customer service!

[Britisheagle]

@GadgetHunter 

Good for you. 

If you don't mind people jumping the queue or being left in the dark with zero communication then you are a better man than me.

I personally take real umbrige with it and will still raise a complaint as I feel they HAVE let us bundle customers down with a lack of clarity and misleading marketing.

I will say you don't mind though, if it makes you feel better?

[GadgetHunter]

@Charlotteyyy 

It was clear very early on in this thread that EE customer services do not know what is happening. 

So I do not understand anyone who contacts them and then is surprised when what they CS tells them turns out not to be true. Anyone still contacting CS after reading this is simply a glutton for punishment.

We just have to play a waiting game and see what happens. Maybe my console will turn up before Christmas maybe it wont - but I expect that the first I will hear about it will be on my DPD app telling me that I have a delivery coming.

[Woostie]

I haven’t actually complained re the date of delivery

the fact that information is not consistent and it appears nobody that you speak to actually speaks from the same hymn sheet !!!