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.

[Georgeread]

People are literally posting the same things over and over and over again. 
No one knows when they have stock, stop talking agents words for it. 
Jesus Christ. 
It will come when it comes. 

[AverageMom90]

@Gdownes 

Exactly I’ve had several conversations with EE CS and Chat and they’ve all said different 

* you will receive it next week.

* you will receive an email and text from DPD for delivery appointment for next week.

* we will start delivery on the 15 December.

they don’t know 

[P5uk]

Thats different to what I was told last night. I was told it would be before 15th. No one knows

[etbirt1]

I received my PS5 order confirmation at 8.33am on the 19th followed by the 'due to eligibility check' email and haven't been able to get a solid update since. I have both a SIM only contract and a recent 24 month phone contract (Within the 17 months). I have asked customer services but they've said EE are still processing orders and they can't see anything on my account and I've had no money taken out. I've not been able to speak with the team on 0800 because I didn't save the order number when it was on the screen, like many just assumed it'd be on the order confirmation and when I try calling them direct the line is closed. Mines an Christmas gift so I could really know what's going on. I had planned to just leave it be and wait to hear from EE but there are so many others who have ordered at a later time or who are solely on a SIM only contract (I don't see the issue for this with loyal customers) that have already heard back and had confirmation.  I've been with EE for a number of years to top this off. 

Is there any body else currently in the same boat?

[Chloewlsh4]

I’m just going off the emails, they say by the 15th Dec

[Gdownes]

@AverageMom90 

Exactly it's best for everyone to just calm down a little bit and wait.

If it comes early, amazing. But EE have said the 15th of December so calling and chasing everyday since Thursday won't speed it up. 

[Woostie]

Well someone must know it’s a large company and somebody somewhere who gets a large salary has the answer we are all looking for! are we or are we not actually going to receive a PS5 let alone when ?

[astonavfc]

I think the issue is and has always been - The lack of official comms from anyone at EE, if they want people to stop asking questions then they need to come out and say something official to put people's minds at ease. I have had nothing but trouble since joining EE so sorry if I don't trust a thing they do/say.

[Woostie]

Exactly my point someone in a senior position who knows how many PS 5 they have ordered and when they are expecting them should just come out and say to stop all the speculation 

[Gdownes]

I agree the lack of official comms is abit stupid, however they only started processing orders properly on Friday, then not sure how much they actually do over the weekend, if they do anything over the weekend for that matter. So really they've barely had time and with people calling and using chat constantly won't be helping.