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.

[Briff]

@Olivia554 I don't think that all of the live chat representatives know what they are on about. Just reading from a script instead of checking order numbers etc.

[Ykhan7]

*UPDATE* Just called the digital teams sale on the number provided before by someone. Spoke to Danielle, lovely advisor, actually knew what she was talking about. Last week they received 500 consoles, of which they needed 850 or 750 I forgot what she said to fulfil all orders. She took my xko, said fully proceeded just waiting to be picked. She said we’ve been told as the digital team by the supplier that all stock should be delivered by the 15th. So the 15th isn’t the date by which we should have stock, it’s the date by which they should receive all consoles. I’m full bundle including ps+ ordered on 19th 08-26am. Just seems us as the ps+ are last. Must be some sort of order. It is what it is. Just glad i spoke to someone so helpful. 

[Teemeans]

@Murraymint76 I still can’t see image maybe it’s contains person info . But yes let’s hope we do get it before Xmas . Mines isn’t a present 😂 I’m just a very eager gamer .

[asma96]

Hi,

I have also received an email today saying “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" but no payment was taken. What does this mean? I have heard people's orders getting cancelled due to payment issues etc.

[Adii]

I've just got off the phone from DST. She said we are still in the dark about stock from sony and they are working on a queue system for all orders. As soon as they allocate stock it will be delivered the next day so it will definitely be before the 15th.

I've ordered on the 19th at 8.50am for a ps5 + controller + ps+ subscription bundle.

[EB25]

@Xxharr @where does it tell you that it has been added to plan please? 

[Adii]

@asma96 When they take payment from your bank account then that means your order is successfully processed and awaiting allocation

[Ian1977]

Ordered 3rd (PS5 + controller). Got the initial email confirming they've got it. Didn't take any money. At 953am today I received an email telling me order is "almost complete" but there will be a "slight delay" as out of stock. I can't get through on the lines but my reading of that is that I've got no chance of getting one any time soon. Boo and hiss.

[Teemeans]

@Adii someone on fb page was told by DST they had there ps5 n it was the card codes holding it up

[Adii]

@Teemeansthanks mate for the heads up. I had a feeling that it was the ps+ card that is delaying everything. 

Now its just a waiting game for the rest of us that ordered on the 19th.