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.

[McGiggles]

Was this for the PS+ bundle?

[mod edit: please do not post personal information on the public board. Thanks!]

[mtm81]

Hi everyone - I think if have a league table of whose order is the most **** - I think I would be in with  a chance of winning the title.. 

Here's my story and an insight into the total shambles which appears to be going on with the DST and order fulfilment.  I'll bullet point for ease:

1) I placed an order for the PS5+Controller at 8:30ish on the 19th.

2) Realised a few hours later that none of the phones on my account were under a long contract (although I've been with EE for a long while -all my phones were long out of contract and simply on Sim only at this point. Reading the T&C and this forum, it was clear (or so I thought) that I needed to be within a contract to get the PS5 correctly added
3) Hadn't had the £10 taken by that point, so I called them on the 20th.  Spoke to a lovely lady and expressed my concern that because I was out of contract I wouldn't get the console etc.
4) She agreed that it would be best if I put at least one phone onto contract so ensure I was within the T&C.  I was happy to do this as was planning on getting a new phone anyway.
5) I therefore confirmed my order for the PS5 AND ordered the phone on the same order.  Payment up-front for the phone was £50  - so total payment taken = £60.

6) From there, got the usual raft of texts and emails everyone has had about delivery on the 15th etc.  In addition did get a further one about my upgrade coming soon.
7) I would have expected the phone to arrive within a day or two of the upgrade, however when that didn't happen - I contacted them a few times to express my concern and was told they were likely to be despatching it at the same time as the Ps5.
😎 PS5's started getting despatched and I see most people from the 19th have now got theirs.  I call and live chat a few times to confirm what's going on (I've got a bad feeling for some reason)
9) After being told an effective pack of lies (I've been told a delivery date of the 7th, then it would be the 18th etc-  all the usual stuff I'm sure others on here have had several times), I finally find out that the phone I ordered is no longer in stock!

So, rather than send the phone when I ordered it, then fulfil my PS5 order in a timely manner in the queue with everyone else - the instead held onto the order until they could fulfil it all.  When the phone WAS available, the PS5 wasn't.  And now the Ps5 IS - the phone isn't - so my order is stuck in total limbo.

Only offering so far is to cancel the order, and place them separately (for a different phone) so I can get that tomorrow but then be waiting at the back of the queue for the PS5.


Absolute total shambles....

Do I win the cup?

[Briff]

@mtm81  I am Sim-only too and ordered the same bundle but got an email on 30th November telling me to call them. I called them the next day and they said that they decided to allow people with Sim-only contracts to have the console as well to boost their reputation. Same day I got an email with my xko number saying my order has been processed but they have to add the £10 to my bill because the system doesn't like my card details. Still waiting for it now and everyone I've spoken to has told me something different. I called 150 today and they told me they won't have another batch until 15th, when my email said I would get it by the 15th! It's frustrating me now.

[Jessejames]

Ordered on the 3rd console plus controller.

Got notification on dpd app that it would be delivered today didn't get a time so rang them. 

Dpd have not received the package and ee are saying they have sent it out both blaming each other.now been told I will not be receiving today and probably not tomorrow absolute shambles.

[MarinaXx]

Sitting back until the 15th my text said

Hi from EE. We just wanted to update you that your PlayStation 5 order is all confirmed, and we'll get it to you by 15 December at the latest.

I will give them that time to fulfill their promise. As it states by the latest and it I get any kind of fobbed off it’s out of stock then I will kick off shut down my full account they have broken their end of the bargain I’m in n’ireland and people there have had theirs before me even when they orderd on the 3rd. I am not upset at the customers I am totally fed up with EE and this forum if I hadn’t of joined wouldn’t of had a clue of how shocking they have dealt with this. I hope it’s just bundles each week that are being sent out. As it’s very quiet now from 19th never hear console only or extra controller customers now . Give me strength 🤦🏼‍♀️

[dt22]

I spoke to a UK call center earlier.

They are waiting for more stock to come in, they expect another shipment very soon and should be able to dispatch these by the 15th Dec

[H_R786]

I think everyone from the 19th PS+ bundles are just tired now. I cba anymore.

[mtm81]

Just in a further update to my sorry story..

Just been onto the complaints section to try an address the very specific issue with my order (not just that the PS5 hasn't arrived yet)..

Got onto a nice chap - local to me, put me on-hold for 15 mins (!) to try and get the bottom of it.  Came back to me and then couldn't hear me speaking..  (on the EE network)

So had to end the call.

I called back up immediately - get through to someone else - now waiting on the original person ringing me back.

In short - as well as having a totally messed up order - I also cannot appear to communicate, with a business whose primary service offering is communication, about my order..

It gets better and better..

I've got a pigeon at the ready with a note on one of it's legs as the next method I'm going to try...

[Briff]

@dt22 That had better not be the case. I have been waiting since 19th November! Also people are having theirs delivered every day!

[Becky41]

@GadgetHunter Nope! I have received one email on 27th. That's it. No money taken and not on add to plan either 🙄