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.

[Lisa120_]

@AverageMom90 saying thank you for placing and order.

Your order is winging it's way to you right this minute.

Dpd will be in contact to arrange delivery 

[MikeD_89]

@ahadmahmood 

How long ago did the 10 quid leave your account?

[beckyt121]

Much like all the SIM-only users in this thread, I've been on the phone with the CS team three times today. 

I've been told it should have been impossible for me to order.

I've taken a screen recording of how I got to the 'Add-Ons' screen, its in-fact advertised to me as part of 'My offers' I can go in, and see that it says 'You can add 1 accessory to your plan' I select an accessory and add it. It's not until the terms and conditions where it states SIM-only accounts cannot add accessories to their plan. Which, to be honest, I didn't read when getting the PS5 because I just wanted to get one quicky (yep this is my fault, but why did it let me get there in the first place?). 

I've been told I have no order, then got the email about the eligibility checks. I've got told to forward screenshots of my emails - so I have done. Then got told they'd call me back in an hour, they didn't so I called again. I've been told the system is 'smart' that it blocks orders from being processed if they are SIM-only accounts and you should get a cancellation email. But it hasn't with mine. I've had no cancellation email, so I asked the CS rep whether my order will be cancelled and should I just assume I don't have one? And he said, "I said it's unlikely your order will be processed, not that you won't have one" which hasn't helped at all.

I'm pretty lucky - I haven't bought this as a Xmas present or anything so it's not a huge deal. It's just confusing, especially as some people who are SIM-only have received their confirmations/got told they're getting one. When I raised this with the CS team, they flatly said nobody on SIM only contracts will be getting their PS5 and that I shouldn't trust what's being said in the forums... but he still couldn't tell me that I definitely wasn't getting mine lol 😅

[Calumw19]

There seems to be two emails, one containing winging its way @Lisa120_ seems to have gotten, and one simple confirming email...

[tdeelab]

@MikeD_89 I'd be surprised if anyone gets a dispatch notification today given that they won't be delivering on Saturday and Sunday.

[ahadmahmood]

@MikeD_89 Literally just now Mike, as soon as I got the email I guess, this was the email:

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


“Check out the EE Gaming Community for all things PlayStation and the fastest answers to your questions.”

[Lisa120_]

I didnt even bother checking all the bundles, I just clicked on the first one I see. Turns put it was the most expensive one lol

Extra controller and ps+  but it works out as I would have bought the extras anyway

[Tweener]

@ahadmahmood I got the same email as you but no money has been taken.

[MikeD_89]

@tdeelab 

My understanding/hope/dream was that they would be dispatched today for a Monday delivery - which would hopefully let us also upgrade the delivery to Sat/Sun through DPD once we have a tracking number.

EE have definitely sent me things late on Friday before. 

[ahadmahmood]

@Tweener It says pending for the £10 on mine, so it could just be how your bank does it?