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.

[RondoJ]

Hi all

I have been feverishly following this thread.

Received my confirmation email yesterday at 8:18. For ps5 + extra controller + 12 month ps plus.

I have recently moved, and made an error with my address details (for both delivery and billing - oops)

I received a direct call from EE about 5 minutes ago saying that they could not add it to my main phone for convoluted technical reasons (about 9 months left on contract, but that wasn’t the reason).

The rep was able to add it to my sim only 24month sim, but was unable to process the £10 up front, so has added it to my bill instead.

Following this conversation I have received a proper confirmation email about my order. I was also advised over the phone it would be arriving on Monday!

My point here is to be comprehensive in documenting my experience... but also that they do seem to be genuinely trying to help and get these orders through!

Good luck all, have faith,
Rondo

[dannyttt2011]

so just to confirm lol, no one that ordered the PS5+extra controller+ PS membership has had anything more that the original email?

[JakeN1994]

Just to confirm to everyone I’ve spoken to a rep today on 0800 number.

All those who placed orders as sim only won’t be getting a ps5, even if you have an xo code or confirmation email.

If you upgrade to a phone or tablet plan then they can process it but I will not be doing that.

Best of luck to everyone else 

[Gdownes]

@dannyttt2011  I ordered this bundle and have just had money taken and the email confirmation about delivery by the 15th of December 2020. 

Just for clarity my order was placed at 8:19 so it seems there isn't an order to who gets it first. 

[Rachel1979]

I ordered the PS5+controller+membership. Had the confirmation email yesterday at 8:27. Had final confirmation and £10 deposit taken at 9:57 this morning.

[Dodgy_Geezer]

Yep, in the same boat, I will give it till midday and if still nothing I’ll call CS. 

[Britisheagle]

Sorry to hear that Jake.

Thank you for the update.

Out of curiosity what number are people calling to get information about this? I feel like I have been left out whilst everyone else's orders are being reviewed.

Even if it's been cancelled I just want to know (there is no reason it should have but why else aren't they emailing me?)

[PhilAllen92]

Nothing for me yet, original about your order email yesterday but that's all 

[JakeN1994]

0800 079 0531 Is the number I rang had to wait for 15 mins

[Jules1270]

0800 0790531

Sent from my iPad