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.

[Calumw19]

@Blackline72 cheers for that. Ask about the £10 thing, as a few have had it taken, some haven’t. That should be the indicator. As well as if they have stock, or do they not?

[WFrederick]

Well I just got off the phone with the sales team and it wasn’t very encouraging.

He did reassure me orders are sent out on a first come first serve basis. However, when I queried why I’d had absolutely no emails (even though my £10 was taken) he said that was normal and when I told him lots of others have received emails he suggested you might not be telling the truth as nobody should have received any further emails when their £10 was taken.

He also confirmed they have no stock whatsoever and that they’re aiming to send stock out “by the 15th”, but that due to the high demand they might not even meet that target...

[Aniguise90]

Following this thread with great interest.

I've had the two emails (add to plan and one with the xko in the subject line saying its been processed and to expect it by the 15th) and when I looked yesterday the £10 was pending

I've had nothing else and not expecting it over the weekend. Also not too concerned about waiting until the 15th as stock levels everywhere are low and Sony are going as fast as they can to supply.

That said, we do need some clarity from EE on a timeline and what emails mean we 100% have a console. 

[timhendge]

Here's my two cents... Im thinking everyone who has the processed email with the xko in the subject is definitely getting a ps5 be it before the 15th by the 15th or after. 

[beckyt121]

@WFrederick 

I got told the same thing about people on the forum not telling the truth. That no SIM only plan holders should have had any communication other than a cancellation email. Which I told him even I didn't have. He also said there was no way any SIM only plan holder would have had their money taken out or even had their order processed. Apparently we're all lying to each other lol

He specifically said "I wouldn't trust the forums" 😂

[seanhicks]

i had an email yesterday confirming my order after my £10 was taken saying it was winging its way to me, they will aim to deliver within 1 working but they would inform me if this was any different. i ordered at around 8.30

[AverageMom90]

@Aniguise90 

yeh I'm following too as I'm in the same boat as you

* had confirmation email on order at 8:26

*recieved winging it email at 8:12 the following day

*£10 pending from bank account also

just no idea what to believe with what customer services are telling people 

[WFrederick]

@seanhicks 

Even that wouldn’t make sense though if they’re being done in order, since I ordered at 8.17 and was told there was an “open order” on my account but no stock in to allocate to me yet.

Essentially everyone who calls up is getting told a completely different story. It feels like every member of staff is saying something different, so who knows what the reality actually is.

[Cbeach]

I can tell you now mate, I'm SIM only and have had my order processed, money taken and awaiting dispatch from DPD.

[beckyt121]

@Cbeach 

I believe you haha but apparently I shouldn't according to EE!