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.

[tom129]

Sim only update

Finally got through on the 0800 number.

Initally I was given the 'not available to sim only customers' spiel, by a guy who, with all due respect, didn't sound very experienced.

I pushed back and asked to speak to someone else about this. After being placed on hold again, the agent said he had been told that there was a separate team dealing with sim only customers, and they would be in contact with me in the next couple of days.

So there you go. A glimmer of hopes perhaps for people in the same boat?

[MikeD_89]

@Cbeach 

Oh absolutely! 

I'm glad that others here are also giving EE a bit of slack and showing some compassion, because the phone lines have been jammed up since basically yesterday morning.

I certainly wouldn't want to be in charge of managing the dispatch myself.

Credit where credit is due. If the timings follow those from the Xbox threads, some of us might have consoles tomorrow or Monday. 

[Bertie1993]

I'm glad I have one ordered just a tad gutted that it said in stock but found out after ordering could be when they get next lot of stock in so it's like a pre order lol 

Don't think mine will be with me Monday didn't get processed till half 2.

Ones who got done early and got the winging it mail you probably will

[maryrsaunders]

I got through on the 0800 number and the lady was so unhelpful and told me she couldn't give me any information at all.  So annoying!! 

[Thebatmanofbelf]

Did you call on 08000790531? Pretty much everyone who did has had glowing praise and where helped immediately 

[maryrsaunders]

Yes that's the number I tried 😞 Maybe I'll try again and see if I can get hold of someone different

[thefraggle79]

I am a sim only contract.

I've had the order processed email.

I've had the £10 taken from me earlier today

Just had an email saying I've reached the limit and they are sorry and the money won't be taken.

Lots of mixed messages. This is a joke

[Sazzleroberts]

I did 150 spoke to lady who transferred me to a guy called callum.

Authorised it straight away.

All he said was be mindful that delivery is by 15th December. I was shocked as I heard people were told after Xmas when I called.

He reassured me that as long as I have order processed message all is good and he didn't know where the after Xmas delivery has come from. That would be for the people who add on to plan when they put it on the app or website.

[Bertie1993]

You've reached the limit of what?

Do you have 3 add ons already 

[Spaceman01]

Like wise waiting half an hour on the phone for them to say cant help you. Were not dealing with this! Its a Joke!