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’ve not received any 2nd email but have been assured I’ll be receiving one before the 15th

[adhenny89]

So I still have my original order email and 4 repeat emails saying subject to eligibility and heard nothing more still havent taken £10

am i getting a ps5 or ? lol 

[Calumw19]

That’s annoying, I haven’t got thing winging email. Ah well hopefully next batch!

[Perry1710]

@AverageMom90 Nice one, well seems that Batch 1 is on it's way to the guys with the "winging" email. Batch 2 seems to be the for the "order processed" and that's the ones they are waiting to get stock for. So I'm going to "assume" that some lucky people are getting their PS5s this Monday and those in Batch two, hopefully, the Monday after? that's if what that CS rep was true and they are expecting stock Thursday.

The rest are getting emails cancelling their orders due to being sim only and the remaining are getting "out of stock" emails. For those who haven't heard anything.. I would ring up and ask them to chase it up. I wish I did it sooner, might have been in the 1st batch! 

[Jalan3103]

My £10 has been taken and it’s fully debited from my account. It no longer appears in pending. I can also see the payment on MyEE. I’ve got 2 emails from them. 1 about your PS5 order with my XKO number. The second is the winging it’s way with my XKO number. 

[Ykhan7]

@Aliciayapp ive just got off the phone with EE now. She said she has no idea why the bill is £10 less but she said if I ring back early next week she can tell me because the bill hasn’t appeared on their side yet. I said I’m not really bothered about that I’m just concerned with if my PS5 order has gone through. She said it’s all be processed and that I’m one of the lucky one because mines actually been proceed although not got the email. She assured me I’ll get mine order by Christmas at the latest. Some info she did tell me. The first batch they have is 5000 units, and they’ve had to order more to fulfil how many they sold. I’m clearly not in the first batch but I don’t mind, the fact it’s a confirmed processed order is enough for me! If I was you I’d call Monday/Tuesday next week and find out about the bill.

[Ykhan7]

Also I told her some people are getting orders cancelled for being sim only and the 17month thing. She said she’s never heard of that and they haven’t been told that. So EE really got their staff in a mess because some are aware of the Terms and conditions and some have no idea! No wonder we’re all getting told different things, they’ve told their staff different things!!!

[WFrederick]

I’ve still not had any emails at all since my original email at 8.17 on Thursday - even though they took my £10 first thing Friday morning.

Anyone else in the same situation?

[DanIndeed]

I’ve just spoken to somebody and they’ve told me, that some order payments didn’t go through properly so the back office have added the £10 on to your next bill!!

🤦🏻😅 this whole things is a bit of a mess haha! 

[Atomicdj]

For a communications company they are not communicating what is going on very well with their staff or customers 🙄