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.

[GadgetHunter]

@Britisheagle 

What queue? There is no queue and why on Earth should there be one?

This isn't a physical store with a line of people outside.

EE have complete discretion regarding who they give consoles to first.

Feel free to say I don't mid as I truly do not. It would just seem like childish jealously to be upset because someone who ordered after me, or did not meet the T&Cs gets their console before me.

If you raise a complaint what do you expect to happen? Some sort of compensation? (If not what is the point of a complaint other than to just vent.)

[Sazzleroberts]

I've just had dpd delivery something to hear for the neighbour. He just said they are running around 48hours behind due to black Friday and cyber Monday deal.s

I laughed and causually said oh so ill be waiting longer for my ps5 from ee and he said that they ahd a big delivery round over the weekend from them and also next weekend will be the same 

[AKH]

I had the same email even though I was told I definitely wasn’t getting one as a sim only customer.

[Sully2k20]

I reckon EE has done a oopsie. 

[Cbeach]

I don't know how many times it needs to be said, but SIMo customers are not jumping to the front of the queue. As soon as EE decided to honour their orders, they had every right to receive the console in the first batch. They were placed in the same pool as everyone else, console only customers got their consoles first, some SIMo customers bought this package, hence received their orders. Some SIMo customers (like me) are still waiting for bundles. There is no queue skipping or preferential treatment.

[Spuddy1986]

Thought I would recommend my earlier thread for clarity;

So having just got off the phone to CS, I would like to say the following;   WARNING THIS IS A LONG MESSAGE IN THIS MASSIVE THREAD, BUT PLEASE READ IF YOU WANT CLARITY.   All those who got xko confirmation will receive their ps5 by 15.12.2020, the reason that console only have recieved is that they are acknowledged as a separate product type as the bundles, the same can be said in regards to the console controller and ps+ so available to order were   A) console only (with a number of stock believed to be 5000 units) B) console and extra controller (with a number of stock believed to be 5000 units) C) console, extra controller and ps+ (with a number of stock believed to be 5000 units)   All items were ordered into the warehouse as separate order types, this makes sense to console only having received, ee are waiting for a further 2 deliveries to satisfy the order type B) and C) this is anticipated to be received in either one big order next week or the week after, or 2 separate orders next week and week after respectively, any orders that do not appear on add to plan (like mine) will not appear until after further processing the order and arranging dispatch, those who paid £10 and had it refunded onto their next bill (like me) will have their bill changed when order is processed to have the £10 charged onto next bill.   So all will receive, it is just a waiting game, and orders are processed as per the above in separate 'batch types' and in 'time of order basis' CS stated that console only have been processed separately as per the above so this is why a lot of people have now gone quiet, with the anticipation that the left over orders (console only) will be mopped up and sent out in the next days, providing all meet the threshold and are further eligible for the add to plan, which is confirming of the previous SIMo received based on further credit checks and in line with add to plan requirements.   I asked that CS can get a rep to add to this forum to settles everyone's fears as this is such a source of anxiety and spurs further calls and live chat to ee, they are unlikely to do this but said they would inform the manager of this thread and the hundreds of pages this has become.   Orders remain as either 'open' (awaiting allocation against the stock due) or 'in process' when handed to DPD to arrange delivery, they could not and would not give exclusive dates for planned delivery or ideas of orders due to be dispatched but state that providing all have their order confirmation (xko number) email they will receive in line with the emails content, ergo by 15.12.2020.   I asked other questions so if anyone wants to know more please ask, hope this helps everyone ?    I hope no one further ordered iPhone 12 as this is causing the same headache to the team at ee. And the CS agent I spoke to plans to quit before any other major launches 🤣

[Britisheagle]

@GadgetHunter 

I want to ensure this never happens again.

It's not fair on us, the customer, nor is it fair on the CS reps who are having to deal with those whose anger is misguided.

It's a situation that is rubbish for everyone except SIM only customers who got a console despite not being eligible.

[Cbeach]

@Britisheagle SIMo customers recieving consoles does not effect you in any way. You still have a console against your name. EE was right to honour SIMo customers who attempted to purchase one. It was advertised to us as being able to be added to our plan. Nowhere in app did it say SIMo were not eligible. T& C's were online only, couldn't read them in app. After securing a pre-order, I stopped looking for a console, knowing I had one put aside for me. Why should I loose out because EE screwed up on their end?

[Lumleyhtc]

So what's the latest when are to expect this delivery?

[BomagJJ]

@Spuddy1986 if this is true, then us full bundle customers will be left til last 😂 fab