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.

[Cbeach]

@MarinaXx I get anxious easily haha, I don't want to lose out because I didn't call when others did. Don't want to bug customer service too, but want to do what's needed to get a PS5, such as upgrading my contract.

@RD19 that's good! Just wanted a vote of confidence that I'm getting one. Thanks ✌️

[minibob]

Thought I’d jump on the digital team bandwagon. Queried my order and was told again these were simply a pre order not a stock held order. They would start delivering FROM 15th December and are confident of their 24 hour delivery from this date. I asked if he is confident in his information or if they are in the dark as much as us. He told me they have been categorically told the stock is arriving for dispatch on the 15th December with DPD 24hr delivery. 

Im happy to accept I’ll be awaiting delivery 16th December and that the “before 15th December” in the email was again a human error. 

[Jules1270]

My email never said processed, but I rung on the Friday and she said she successfully processed my order, took the £10 and sent this email below next paragraph with my order number....

Also has anyone noticed add to plan is now missing from your account, I had 1 slot left after ordering the PS5 this has now vanished and it says I am not eligible, I did contact EE they said it should say 1 slot left but because of the Open PS5 order it doesn’t allow you to add anything else, anyone else found this?

Hi,

Thank you for placing an order for Add to Plan on your account. 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

[AverageMom90]

More conflicting stories 🙄

[awht1996]

Just phoned to try and do the same and said it wasn’t possible to transfer it over absolute joke

[timhendge]

FROM the 15th of December makes no sense if everyone is being told BEFORE 15th in their emails. 

[GeorginaH27]

@awht1996 @What did they say about your order? Have you had a cancellation email? 

[awht1996]

Not had anything come through since my confirmation email on the 19th after check out,

had phoned on Friday telling me to wait it out and again on Monday to be told that it would most likely be cancelled.

once again phoned again today to see if I could upgrade to a handset and have the order transferred over to that contract which they said wasn’t possible and that if I was to take one out I’d be eligible for one but I’d have to join the mailing list and wait for them to come in stock.

[jay_sabherwal]

@awht1996 I had to do the same but I have gotten the £10 taken out of my account and seem to be on the first wave... if that correlates   

[matsmad7]

From what we can take from multiple accounts including myself first wave seems to be within the next 7 days and when they get confirmed stock for next delivery that will be 2nd wave.