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.

[ChewyClegNuts]

I think I deserve a PS5 for free to be honest 😂. I pay ee £390 pm across 4 phones!

I haven’t paid the £10 and it isn’t showing as pending out of my account either for some reason. However I had the confirmation email followed by another email saying to expect it by the 15th. Then yesterday I got another email saying there was a discrepancy with the order number. Spoke with ee today order is all confirmed and processed and will be with me before the 15th of December have an email confirming this.

Some of you need to get rid of your impulsive traits and stop making so many calls to ee if you get one you get one if you don’t you don’t. It’s a £450 console with ZERO exclusive launch games, every game you can play on the PS5 right now can be played on a PS4!

Good luck to all you guys with patience!

[philiplea]

For anyone that hasn't had an XKO number but has received the "Thank you for placing an order for an Add to Plan on your account. Subject to eligibility checks..." email, I'd recommend you ring up the 0800 number mentioned on here previously.

I have just spoken to a very helpful member of the team called Ellie who explained that on some of the orders there was a 'server error' and mine appeared to be in this category.

She was able to process my order again over the phone and even gave me a pick of the 3 packages (PS5, PS5 + additional controller, PS5 + additional controller and PS+) as well as taking the £10 payment.

I was assured that the order has now been fully processed and told that I'd receive the PS5 by 15th December. I was also given an XKO number and an EE system order number.

Previous members of staff have struggled to assist and could not trace my order but said things along the lines of "if you've had an email I'm sure it'll be fine and just wait for further correspondence" but Ellie went above and beyond. 

It may well have all worked out OK without the phone call but I feel much more assured having spoken to them today and now that the £10 deposit has been processed. 

[Chloewlsh4]

Sorry! It’s an email that says “Hi,

Thank you for placing an order for Add to Plan on your account. We have now processed your order and 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”

[Luke891]

If you have received the Xko number email with the "before December 15th" ... does anyone have any idea if its possible for delivery next week ??  Personally I have  gone for the Disk console  + controller bundle ????? 

[MikeD_89]

@Luke891

We have no idea.

Every agents says something slightly different - understandably so given how hectic this has been.

Once people start getting dpd texts and tracking numbers we should be able to see patterns. 

[Luke891]

@MikeD_89  thank you 🙂 its literally my first time on a EE community  page and my first add on but so far it seems to be going well  ... talk about being chucked in the deep end haha 😄  hopefully everyone who has the email gets get console within the next 1-3 weeks:D 

[astonavfc]

I have just had it confirmed on a live chat that I will recieve my PS5 on Monday 🙂

[MikeD_89]

@astonavfc 

Could you give more information?

What time did you order, and what e-mails did you receive? 

[adhenny89]

Right im one of the sim only people, I have two sim onlys, pay as u go and broadband

Ive received my order email and four eligibility emails just called 0800, and they confirmed that simonly deals are not eligible however after asking if i could pay upfront he spoke to a manager and said that he can put my order in a pot that gets escalated to senior staff that chose if I can have it or not

but no guarantees if and when.

just a waiting game he said:/

[Calumw19]

More details please, what emails and bundle? Thanks