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.

[topshams]

Not complaining as I don't think I would of been able to of secured an order without EE. But some red text on the PS5 product page stating 15th Dec with who qualifies to order would of been very useful and saved EE many phone calls.

I was disappointed when I saw 15th Dec on the FAQs yesterday as I thought from the listing it was in stock

[Calumw19]

@Aniguise90 please do. Just want to have a little more clarity. There’s about 4 different stories going about!

[seanhicks]

it was listed in stock and delivery within 1 working day😂

[Calumw19]

Also, don’t live chat. Call the digital sales team. They will know much more info

[Aniguise90]

@Calumw19 whats the number for digital sales?

[topshams]

@Blackline72 

Definitely, would be great to get some clarity. I've heard everything from no stock until Jan to stories of EE staff spending all day yesterday packaging up PS5s!

[Calumw19]

@Aniguise90 0800 079 0531
, and yes I have also heard a story of EE packing up ps5’s yesterday haha.

[Pizzatheaction]

So just got off the phone to ee customer services. I had the 10 pound taken from my account and an email saying it will be with me by the 15th. I called just to ensure the order has gone through she said they are still processing this as they won't be fully processed until they receive the stock in the warehouse. So guess its just a waiting game until the 15th to find out for sure 

[Sazzleroberts]

Do spoke to my mate.

He said that yesterday they were told that some orders were being packed up ready to dispatch. This morning they were debriefed that order will not be starting to be delivered until the 15th.

He said we will all have one but when he can't say as every day uts different 

[mpc_85]

I wanted to try and help clarify any confusion there might be after having had a very transparent conversation with EE.

The emails that have been received, whether that be the “Winging it’s way to you...” or the “Your PS5 Order” are simply order confirmation emails that reflect a secured PlayStation 5 order and the £10 deposit having been taken from your nominated bank account - if you have one of these, congratulations, your order is secure.

Now, regarding stock. Not to send everyone into a complete frenzy but it’s been confirmed that my delivery slot is the this coming Monday. This was visible on my account notes when I phones and the individual I spoke with confirmed that they will be sent in time order. For those wondering what time I secured mine, it was around 0820 hours.

The advisor I spoke with has stated that they are trying to get consoles out to everyone as quickly as possible but the 15th of December is their absolute worst case scenario and that date has been listed to allow for any fluctuations in stock and potential issues in the supply chain.

I hope that this helps give some clarity and people don’t feel the need to choke the phone lines - delivery is starting from Monday and we will all receive orders in due course.