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]

Which number did you use as I asked about this and the man said he couldn’t process it over the phone and it was just a waiting game 

[Gibbs2919]

Pretty sure they was not in there before 8 

[tdeelab]

EE are awaiting stock. Most people will have had their order go through successfully so now it's just about Sony sending EE the stock, so don't expect dispatch details in the next few days. But they say they are expecting to receive stock soon so hopefully towards the end of next week we will start to get delivery confirmation emails.

[bradleyshaw]

they had pretty much sold out by 8am

I don't think it was even on sale until after 8 so that's unlikely

Seems like everything from CS reps should be taken with a pinch of salt as different reps are giving people different info ranging from "you'll get your PS5 on Monday/this week" to "deliveries won't start until the 15th" (the latter seems wrong as everything EE have posted here and said in emails is that the 15th is the latest we will get them)

Best to just wait & see what happens imo

[Mrblack1988]

I've just had a chat with Customer service digi. 

He said everything has gone through and as soon as its ready it will be dispatched and can be anytime from now until latest of 15th Dec. He also said he's in the same situation and is waiting for his. 

Literally just a waiting game. 

It will arrive before 16th dec. 

[LloydMeade]

I ordered my PS5 and also was given a confirmation order number and email @ 8:23am. I had no contact following this. I was led to believe all was good and will then receive confirmation of delivery but nothing! I then go onto EE's chat tonight to ask what's going on to then be told my order was deleted off the system. Absolutely poor customer service from EE. 

[Becks29]

Got told my delivery date is the 23/11/20

[Uzzy32]

Who said that? And when!

[MikeD_89]

@Becks29 

I hope that's true, for yourself and many others.

However apparently when the CS reps put orders into the system, they have to enter a date - so next Monday might just mean "asap"

Unfortunately, clear communication from EE has been missing slightly, or mixed up depending on who you talk to, about what is exactly going on.

I suppose we will find out on Monday. 

[Dodgy_Geezer]

My £10 upfront payment was taken out on Friday morning and was in pending state, checked my online banking just now and the EE payment has moved from pending to Processed this evening, I bank with the Halifax. 

Order processed email was received on Friday morning also and ‘We’ve got your order’ email on Thursday morning at 8.21am.