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.

[arijitshikari]

Thanks! Just trying to get some info from Live chat! Everything went properly and then suddenly no updates! 

[arijitshikari]

Thanks everyone!

Got the update from the live chat on last Wednesday that the PS5 has been delivered to my apartment reception and need to check ASAP!

Went down to the Reception and it was there, but no updates from the dpd or any text from EE for the product dispatch or delivery! 
Anyways playing now since last weekend! 

[Mince1]

I haven’t received an email to say it was successful and only took the one screenshot to show my partner. There was an order number on it but didn’t get it 🙈

[Christopher_G]

Hi @Mince1

Welcome to the community.

Sorry, I had to reject your image because it contained your mobile number. I'd recommend speaking to our Mobile Care team so they can check your order for you.

Chris

[Kiimberlyco1988]

Just wondering if anyone has had an email or text yet from the ps5 stock yesterday? x

[Laylamai97]

I called this morning to be told even after making my order at 8:33 yesterday morning getting an order confirmation and the money leaving my bank that without informing me they’ve cancelled my order due to ‘being out of stock’ I’m so so angry I went and ordered a game and everything expecting that after having money go out my account and an order number it was a done deal also on other posts ee say if there’s any issues they will contact you directly which is obviously a lie as I had to call them to find out my order was cancelled shocking service from ee

[Kiimberlyco1988]

Aah man that’s really bad, I’ve never had an issue with them yet. Just waiting to get through to someone now to check whether mine has been cancelled etc 

thank you for letting me know! 

I ordered a switch game from them a couple weeks ago and it arrived the next day. I’d of presumed that if they had the ps5 in stock they’d of released them straight away! 

[Kiimberlyco1988]

I’ve rang and mine is definitely all gone through, due for delivery on Monday. I’m sorry you’ve had to go through that! Looks like they’re getting orders through monthly so shouldn’t be too long, also PlayStation are doing another announcement this week so you’d think more stock will be available! 

[PeterRa33it]

Hi Kiimberlyco1988,

Do you mind me asking what number you called to speak to someone?

Getting quite nervous that I'll be joining the list of disappointed people who have had their order cancelled without being told by EE 😞

[PeterRa33it]

Called 150 and managed to get through to someone who has told me that my order has been processed but they have no stock to be able to fulfil it and aren't likely to get any new stock in within the next 28 days.

Shockingly poor service from EE! To add insult to injury I had to call myself to be told I wouldn't be getting it after paying the £10 upfront and receiving an order number yesterday morning.

Completely lost faith in this company and will be looking around for another supplier for my mobile contract when this one ends.