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]

@MikeD_89 suree mate.

'We have now processed your order and you can expect to receive your PlayStation 5 before 15th December 2020.'

Order has been processed and confirmed to have a PS5 before 15th December. Goes on to say DPD will contact me when they have my PS5 in transit. 

[thefraggle79]

@WFrederick I share your wish but lets not build expectations......

[Becky41]

I placed my order of the bundle with additional controller and ps+ yday morning at 8:56am. Immediately got the email re order confirmation and the XKO number I screenshotted on the website when I went through checkout.

I phoned up today and was informed that as I was given an XKO number it means my order can be processed and I will receive my ps5. I said that the tenner will be taken out once it has fully been processed through the external company and the dispatch date is set. I haven't received any other emails since. 

Fingers crossed it goes ahead for us all before Christmas! 🤞

[Geom92]

I have had the email to say will be delivered before the 15th subject to eligibility checks I’ve called and the lady said I can take out 3 phone lines if I wanted so she doesn’t no what the checks are. Does anyone no what the checks are? Also the £10 has not been taken. 

[MikeD_89]

@Cbeach 

Ok - thats the same email a lot of us are getting 🙂

What we *think* that means is that you have some stock allocated to you at some point between now and Dec 15th. Currently we're trying to work out how to find out if you have stock allocated to you for this first drop.

Given no-one has recieved tracking numbers (to our knowledge here), we're all eagerly anticipating the first DPD collection/dispatch notifications 😄

Congrats tho! Sounds like you'll have a PS5 at some point soon!

[mwebber7]

@Cbeach Pray for the rest of us SimOnly customers!

Glad you've been successful, enjoy the console when it comes!

[Perry1710]

I know some have been very quick at moaning about things, but my experience with EE has been surprisingly easy and enjoyable and I can only give them credit!

I spent 5 solid hours refreshing those major retailers, who you would have expected to be on the ball. Game and Curry completely F'd up! I managed to catch someones tweet about EE and the order went through quickly! No errors, no 45 minute queues, no waiting for dodgy baskets to load!

Yes there has been a little delay to get the ball rolling.. But what do you expect? Their customer service were excellent, I can only imagine the amount of calls from miserable facks they've probably received. They dealt with my order straight away and I soon got the 2nd email and £10 was taken from bank account. 

So in comparison to others EE have been a guardian angel for some of us!

I'm hoping that we receive our PS sooner, but I do think they've said "by 15th" is to simply cover their backs. I expect it next week. 

In regards to those who ordered with Sim only and have had them cancelled.. It was clearly stated. It's a shame it allowed you to order and get your hopes up. But things happen! There's limited stock... Contracts should be priority. So I don't blame them. Sorry. 

Let's be patient about the delivery texts! EE mention in the FAQ that the text/email from DPD will be sent 24 hours BEFORE delivery. Be grateful that we've managed to get one! There's still people struggling. 

Unless you have had no correspondence.. Sit back and chill. If you haven't heard anything, I recommend you ring and politely ask them to chase up your order. 

Good work EE and I wish everyone many Happy playing days and Merry Christmas! 

[MikeD_89]

@Geom92 

You may wish to recall - as annoying as that sounds.

A friend of mine was in a similar position to yours, and other people on this forum, and they sorted him out on the phone and took the tenner there and then. 

[Cbeach]

@MikeD_89 it could arrive on the 15th of December and I'd still be happy knowing I have one on the way hahah. That's been a stressful process. Can't imagine how stressful it must have been on their end. 

[Pizzatheaction]

Had the £10 taken today and got an email saying your ps5 will be with you by the 15th. So guessing its all gone through 🙂