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.

[Perry1710]

As much as I want to believe what they have said is true... I don't. So far online chat reps have been giving people nothing but false hope and information. They say what you want to hear to get rid of you.

Do you really think EE has had some stock delivered, have 100s of eager customers waiting.. But they're like.. Nah, let's make them wait until next week.

I won't believe anything until EE officially come out with an update.

Don't get your hopes up. It's not the 1st time a CS rep has given false information out. I swear, they must all be laughing together, literally trolling people.

[RD19]

SIM ONLY PEOPLE 

I have just come off the phone with EE Digital team. When I placed my order I was SIM only. This shouldn’t have been possible. 

I have upgraded to go to a 24 month contract. Was looking to do that anyway. They’ve transferred that order to my new contract and processed it for me. 

However, anyone who does this is on a BACKORDER. So will get stock as soon as they have it. I think this is fair enough, you’re in a queue people! Which is more likely to produce some fruit then playing cat and mouse over the next few months with stock demands. 

ive receive my email confirming my order. Alex on digital sales was lovely. 

Just thought I would share this as it may be helpful. I’ll happily wait now, knowing it could take a long time. But at least I don’t need to go searching websites and trying to checkout in a millisecond before they’re gone. 

😃

[Cbeach]

@RD19 what email confirms your order if you don't mind me asking. I'm sim only and I've had a few emails and the £10 taken, not sure if I need to contact them or not, I haven't up to this point. 

[Pase]

@RD19: What number did you ring them on?

[GeorginaH27]

SIM ONLY

ive just got off the phone from digital sales and they’ve said that they can see the order on my account but initially it was not for sim only and they can’t process it but have passed it onto another team that will give me a call in the next few days and that they were honouring them 🤞🏻🤞🏻🤞🏻

[RD19]

@Cbeach - the email I got was your plan to add order, with the xko order number. It confirms the add to plan and informs the items is winging its way. It does warn of delays in delivery due to stock levels. I don’t know whether to say contact them or not. But if you’ve had the same email and they’ve taken £10, it may suggest your order has been processed. 

@Pase I called 0800 079 0531 - it may say they can’t connect you. But keep trying throughout the day. I waited about 27mins to be connected. They’re super busy at the moment. But who I dealt with was very nice. 

even if the do honour any sim only orders (there seems to be mixed responses on here of people having it cancelled due to being sim only and other saying they’ve been referred) I upgraded anyway, I know this is suitable for everyone. But this was I’m in the queue now so got my space saved then anyone else would come after me. If that’s makes sense. So thought I won’t wait around I’ll get my order confirmed and I’ll just sit back and wait now.... however long that may be. 

[Cbeach]

@RD19 , I got this email so I'm going to assume I'm getting one in the first wave? As my email doesn't mention delays. 

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.

[MarinaXx]

Don’t know why everyone is stressing so much. 
IF you have an order email 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 15 of December We’ll keep you updated by text message on the progress of your order.

don’t stress regardless. If you didn’t get one of those after ‘your order’ and if it was to be cancelled you would of known by now.

you don’t have anything to worry about.

they would ring or email if something was wrong by now. 

[MarinaXx]

I got same email last week. Before that email was subject to eligibility so they’ve ran their checks and processed it. 

It if comes 15th finally. If earlier what a bonus they’ve always been helpful when I’ve call told me nothing to worry about. 

if I wasn’t eligible, I would of been contacted by now 😊 hope this helps people stressing 

[RD19]

@Cbeach i Couldn’t say for certainty, but that’s the exact email I’ve had, without the guarantee of delivery before 15th and the £10 hasn’t yet been requested as I’m on back order. I wouldn’t want to raise hopes, but I’d say looking at that and the fact you’ve had £10 taken. You’re part of the first wave.