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.

[MikeD_89]

@Phloride 

Did you get your XKO number sent to your email aswell - or just visible in the browser on checkout?

[Phloride]

Just on the order screen once I had entered my card details.  No xko number on any of my email confirmations of any of my previous add to plan email confirmations or this ps5 one.

[MikeD_89]

From reading around, it sounds like orders are not making it through on some of the huge retailers.

I hope that if EE do have delays, that they don't cancel our orders, but just keep us informed about pushbacks, and run us through first-come/first-serve. 

Those of us with 8:15/8:30 orders, got them in basically ASAP.

I think I'm just going to have to step away from this madness and see what email eventually reaches my inbox - maybe with the odd amazon refresh here and there 🙂 

[Phloride]

Good luck @MikeD_89 !

[MarinaXx]

Hi.

placed my order this morning I was panicking with these posts cause I rang 159 they asked me for a code, I said I don’t have it on ‘MY Order’ email sent at 8.26am.

but silly me I screen shotted it and do have it to hand it I ever need to call again, I spoke to 2 advisors today. 

if you received a ‘Your Order’ email you have a ps5 they are just working away through a massive list. 

however because I didn’t have a code to hand because I didn’t bother to check screen shots. He said the system did crash in the morning hence some orders not going through and I wasn’t happy. He thought I was ‘signing up for interest in next batch of stock’ after being on hold he spoke to someone from a different department. If you’ve had a your order email you have one it’s yours. I orderd at 8.26am and haven’t had cancellation or any texts yet!! 🙂🙂🙂

[carlosthedj]

I called and spoke to someone this morning - I was told that the volume of orders in a small timeframe was unprecedented, causing some parts of the site to crash.

This means that a team were manually processing orders, which is causing delays. I didn't make a note of my ref number (why would you? Expecting that to arrive by email is completely reasonable) but I did get the email, and was told that it means my order is in the system but there was no update on delivery dates as yet.

There have been global shortages of PS5 and the new XBox so this isn't a surprise, even those who pre-ordered weeks ago are not guaranteed to receive a console this week.

The disc edition with an extra controller and a year of PS+ for £550, interest free, is a fantastic deal and EE would have nothing to gain by cancelling those orders, unless someone doesn't meet the criteria.

I'm looking at it like this - I was totally prepared to be refreshing websites all day and being frustrated with crashes and out-of-stocks, probably to end in disappointment. I spotted the EE tweet early this morning, and got in there by about 8.45 which means I could get on with my day.

If it gets cancelled, who cares? It's not like Sony are going to stop making them. I'll just buy one in a couple of weeks when Amazon get more stock. I could have been one of those unlucky souls who bought from Currys early this morning who is not having their order honoured and now has to wait for a refund.

In the immortal words of the judge in the infamous Mattel vs Aqua "Barbie Girl" court case..

"The parties are advised to chill."

[Gandyt]

Hello everyone,

For anyone worrying like I was I thought I’d share my experience, hopefully it will give at least some of you in this forum peace of mind. Received my confirmation email at 8:28 am, haven’t heard anything all day and was reading some troubling posts on here so decided to give EE a call to get the answer straight from the horses mouth. I was asked security questions and then told that they could see my order and to expect further contact within a day or two, they just need time to sort all the orders. They told me the latest to expect my console would be the 15th December and that it was just a matter of waiting but they did expect to have all successful orders processed within the next day. I was asked for my XKO which I didn’t have so they sent it to me in a text message. My advice to anyone is to go straight to EE if you’re concerned about your order. 

I hope this helps at least some people who are keeping an eye on this forum as I was.

[Wag11]

Unlucky souls who used a glitch on the website where adding the item to their wish list and checking out meant they could place orders before the stock was supposed to be released. 

Curry’s went as far as saying the website had been hacked. 

[carlosthedj]

Well, they couldn't say "badly coded".

[Sazzleroberts]

@Gandyt what number did you call ,