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.

[Ash2894]

I was just assured my PlayStation with an extra control will be with me by the 15th December however I have only received the add to plan email and no money has been taken from my account, the guy said they are trying to process orders as quickly as possible. Hope this helps 

[Calumw19]

@dannyttt2011 that actually makes a lot of sense and is the most probable outcome 

[Tiler77]

I ordered ps5 8.50ish thurs mornimg

Ps5 plus xtra handset and 12 month ps plus. Received email same morning about order.

Now sat morning Received email stating Thank you for placing an order for Add to Plan on your account. We have now processed your order and you can expect to receive your PlayStation 5 before 15th December 2020. We’ll keep you updated by text message on the progress of your order.

And the £10 is now pending to EE

why would ee send this if no stock

[vicky_1231]

The £10 is showing on my bank as pending.. been like that since yesterday afternoon so fingers crossed 

[Tiler77]

I ordered ps5 8.50ish thurs mornimg

Ps5 plus xtra handset and 12 month ps plus. Received email same morning about order.

Now sat morning Received email stating Thank you for placing an order for Add to Plan on your account. We have now processed your order and you can expect to receive your PlayStation 5 before 15th December 2020 We’ll keep you updated by text message on the progress of your order.

And the £10 is now pending to EE

why would ee send this if no stock

[seanhicks]

I just spoke to the 0800 number who said they haven't recieved any stock
yet as there has been a supplier issue but they will have the console sent
out as soon as it arrives

[Sazzleroberts]

Oh christ 😂😂😂  is it too early for a beer ? 😂😂

[Munkeymagic]

From what I can tell, the order we placed our orders on Thursday is irrelevant and they are being dealt with in an arbitrary order.

Therefore, I suspect some people who ordered at 10am may get it before someone who ordered at 8.30am. I can’t understand why there has been the order of people getting the £10 take and second email taken, otherwise.

I think all we can do once we have the second email and £10 out is wait and not stress too much about it as there is nothing we can do about it and it’ll just wind us all up thinking about it! The PS5 will arrive when it arrives.

if you’ve not has the second email yet, I’d give the 0800 number a call as they will push that big through so you can relax a little more.

[Gpenlington]

Just been on the phone with them after receiving a “order almost complete, we need more info from you” email for my 2nd PS5 order.

They stated it’s 1 per customer, so the order has been put on hold. I tried to haggle and she spoke to her manager, but there was no budging.

As for my 1st order, they said: “the PS5 is currently out of stock as they sold out within 9 minutes. Expect an email from DPD, but to give it around a week as they get their stock on Thursdays.”

[Rulkez]

I dunno why you folks are doing this to yourselves.

44 pages of conflicting stories from CS reps who clearly have no idea and have received no consistent guidance from management.

The only safe thing to assume is there has been a bit of a screw up and EE are in damage control mode, retailers like Amazon / Tesco / Walmart / Target etc can't get stock into 2021 yet EE have 15000 coming by 15th December aye ?

A lot of folk need to prepare for disappointment. If EE actually had any idea of time frames etc they'd have shared it on their various platforms by now, that people are getting wildly different stories from CS reps tells a story all of it's own.

I wouldn't put too much stock into the £10 being taken meaning anything either, folk have had it refunded and folk who somehow missed the massive disclaimers telling them they weren't eligible have had it taken. This whole thing has a few twists to come yet !