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.

[lukeblockley]

I ordered the ps+ bundle on the 19th around 8:40 and still waiting for it, i have given up with looking on this forum now as I’ve come to terms that it’s going to come on the 15th December, I would hope it would come sooner but I know it won’t, I think people who are calling up and doing live chats to make it quick need to stop because there is no point, they have given us the deadline of the 15th. I admit that EE’s communication has been terrible and they could definitely improve on that but it’s just an oh well situation. 15th December is only around the corner so just be patient now. People who ordered after the 19th November, who knows when your order comes, I hope it comes before the 15th December but who knows at this stage, just sit and be patient. If mine doesn’t come on the 15th December then I will call them up 

[Chuwero]

@Tweener Just FYI, I was in exactly the same postion. DPD app notification at 19:00 last night delivery for today. No change in the app sstatus. But it has just updated now for me to 'Its on the way to my local depot' delivery for tomorrow. Worth checking.

I reckon they were processed late on a Sunday and never got picked up until this morning.

[Malif1ce]

Also received the notice last night would get delivery today, not long updated thst they've picked it up from ee and on way to local hub for tomorrow delivery 

[Russo109]

Just an update from me - ordered on the 3rd December at 8:31am Console and controller bundle. Received first email straight away with xko order number. Heard nothing since until just now confirming order which is due  by the 15/12/20, they have taken £10 out of my account and also confirmed via live chat 😀 :

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.

[wilkinson001]

For anyone that's interested, I just spoke to customer service and they said roughly the following:

• Orders from November should be fulfilled by the 15th
• Bundle orders are being done after console only orders
• Orders from December will start being fulfilled from the 15th onwards

So even if you get an email like I did saying its out of stock after getting your order number, you should get your order after the 15th (that's what Sony have told them to say)

[Pizzatheaction]

Ordered PlayStation plus additional controller on the 3rd. Got a dpd notification and its being delivered tomorrow 🙂

[JChinery7]

I ordered on the 3rd of December and received an email saying to expect my console bundle before the 15th December

Sent from my iPhone

[Teemeans]

@wilkinson001 I’ve not received any email saying out of stock 

[wilkinson001]

They also only processed the order once I phoned up, so its worth sitting on hold for 30 mins or so if your order is still processing

[wilkinson001]

@Teemeans This is the email I got before I called and they manually processed the order (the £10 is now taken after calling up)

Hi

Your orders almost complete - we will have you up-and-running with superfast 4GEE soon.

There’s going to be a slight delay, as our amazing accessories have been flying out as fast as our 4G network and the accessory you have chosen is out of stock at the moment.

However, don't worry we will order your accessory once stock becomes available. Alternatively, please contact us on the below number to discuss a suitable alternative. With the amazing accessories we have got on offer, that should not be too hard.

If you need any more info, or want to change your choice of accessory, give us a call on 0800 0790 531 Our offices are open:

•           Monday - Sunday        8:00am - 7:00pm

Thanks for your patience. We are looking forward to speaking to you and getting you started with EE.

EE