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.

[Gandyt]

Hello all, 

Expecting delivery today, DPD app says should receive my time slot usually by 11 am and haven’t yet received anything. Can anyone shed some light on this? Is it worth giving DPD a call to see if they have a slot for me? 

[LeviK29]

From my experience it’s best to speak to DST and if using live chat choose the digital care option 

[RhinoUKOfficial]

I ordered mine on the 3rd. confirmation order received at 8.34am same day. Order processed email received yesterday and the £10 was also taken.

[Teemeans]

@Matt-ath24 just got off phone Cus I wanted to add a tv to my plan . Don’t know how much is truth but the digital sales team rep told me , “those whose hasn’t been processed from the 3rd will be waiting till after 15th “ so I enquired about what exactly is processed she said “Your PS5 order email “ which should state it’s been processed . She said those with an order number (Not XKo) have had there order accepted by EE and are awaiting stock to be allocated to them. So glad I phoned up to get it manually processed . @LeviK29 I did enquire about when we should hear she did say the 11th but who really knows @Clairebrooke that’s good you have you should receive the email after and payment taken ?

[Boyyakka]

We just got be patient guys and gals. I ordered mine on the 19th first thing and I really don’t think it makes any difference.

[P5uk]

Mine just turned up now, no prior messages or tracking number. No emails nothing. Ordered on 19th ps5 with extra controller

[Clairelbrooke]

@Teemeans I did i got the following email straight away

"Hi,

Thank you for placing an order for an Add to Plan product on your account.
Your order is winging its way to you right this minute so get ready to say hello to your new item.

You will get free Monday to Friday delivery as standard on all online orders and we will try our best to deliver within 1 working day providing your order is accepted before 21:00. "

Tbh I'm just happy knowing it's sorted, so many horror stories of people ordering and getting cancelled so at least I know its secured and happy to wait for delivery so those ordered on the 19th get theirs first. Just helps ease the anxiety knowing it's working its way through the process. 

[Briff]

I've got an unexpected day off today so I'm hoping mine just turns up out of the blue like some people's have. This wait is figuratively killing me! 

[P5uk]

It could just turn up, mine did. No emails, tracking numbers nothing. Puzzles me why EE has labels on outside of box saying whats in it. 3 labels saying ps5 extra controller. So if anyone has ordered as a present, please be aware of this.

[Teemeans]

@Clairelbrooke ye I was reading the forum when some people’s order were cancelling not good on ee behalf but again the first wave was a tester , I’m hoping they learn from it more than anything. Glad they manually processed toured , yesterday they said to a few others that it couldn’t be done for them Ahh good my emails says something tad bit different but it all means the same I guess . “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”