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.

[Thebatmanofbelf]

Got a response for EE on twitter. As long as you have recieved the original order number and confirmation email nothing to worry about. They just have lots to work through so it will take some time.

https://twitter.com/EE/status/1329740104097812482?s=19

[WFrederick]

I’ve been told my order has definitely gone through (money was taken this morning but no email/text as yet). Ordered at 8.17 the full bundle. He talked to the digital sales team who said that in theory, an order can take anywhere *up to* the 15th but that was only expected for people towards the back of the queue. He said I should expect my email/text shortly and will probably have it within a few days. Still not entirely sure why some people who ordered later have had theirs dispatched but maybe their checks went through a tiny bit faster?

[Berwicks]

Ordered mine at 8:38 yesterday and my £10 has been taken and I got this email. Fingers crossed it arrives soon 

[Adel1]

I received a ko number or whatever it’s called on the site but foolishly didn’t screenshot it and also received a confirmation email at 8:33am , called up customer service to update my delivery address as forgot to put flat number and just been told there was no order on my account 

[Wag11]

People yesterday had confirmation numbers and about your order emails but had their orders cancelled so I’d take that with a pinch of salt.

I haven’t seen any recent cancellation posts and most of these seem to be around midday yesterday, maybe they went through all the cancellations and are working through the backlog now. 

[MikeD_89]

People are getting emails and confirmations first because some people might live further away than others, and that DPD will likely be doing different pickups for different regions.

Dont get me wrong, I'm refreshing my emails in anticipation and nervousness, but constantly calling phone advisors isn't going to help.

Its been said multiple times that its a different team handling things, and the phone advisors have to call elsewhere to find out information.

Give them some damn time people, jeez.

[Ash2894]

Any ideas of when they will be dispatched? Thanks

[AverageMom90]

@Wag11 

i had a cancellation email at 12:19 yesterday afternoon but i spoke to EE CS and was told it was sent in error due to sales staff sending out by mistake and have since had my order go through

[Ryanm0307]

Hi all, I have just got off the phone with CS as I needed to change my card for upfront cost that’s all done now and have just received the email stating I should receive all items by the 15th December and they will keep me updated the advisor did mention that one of the items is out of stock so that must be ps5 so he said most likely be with you in anywhere between now and 14 days

[Berwicks]

If you are registered with the DPD app and it has the same phone number as your order, you should see the tracking as soon as EE send the instruction to DPD. This is usually 24 hours ahead of when DPD actually pick it up.

I noticed this with my iPhone 12 upgrade, the DPD app notified me about the delivery before EE sent the confirmation email or text!