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.

[Harvey8964]

The £10 upfront cost has been taken already, was taken on the 20th, and the ps5 had not yet been despatched to me.

[Georgeread]

They have. In every single email, it says before the 15th December.  Therefore, it can come between now and the 15th of December! 
I’m not sure how much clearer EE can be in regards to when it will be delivered. Bombarding live chat every hour of every day isn’t going to help. 
the digital sales team who are in charge of this have been consistent. 
Everyone needs to take a step back and just chill out.
 

[Harvey8964]

I was told by customer service I was one of the first to order and that it's waiting to be picked up from the warehouse by DPD, if it's actually in stock waiting to be picked up then it doesn't take that long up to the 15 December for DPD to pick it up, if it had been dispatched then I would of had a email confirmation to say that, I was then told by another customer service person that it's for pre order, so two different people giving different stories. Hmmm.

[MikeD_89]

On the front of this forum page it states that when the £10 gets taken, your console is ready for imminent dispatch.

The CS reps understandably give you the worst case scenario, the Digital Team gave me a more realistic timeframe on Saturday, the FAQ on this forum says a third thing.

We just want some clear communication really.

[MikeD_89]

@Harvey8964 

What time did your order confirmation email come through?

[Harvey8964]

8.18 AM on the 19th

[MikeD_89]

Your certainly one of the earliest on this forum - Theres a couple of folks pre-8:20.

But we're all in the same boat - no-one has received any shipping details, times or estimates.

[Spikecast]

I'm hoping EE can just put a stop to this misinformation this week and at least just give a clear update in this thread to stop the miscommunication from various staff members. Fingers crossed. As as far as I'm concerned as per this thread page and the various emails people had got it will be with you by the 15th. No way they will ship 100's of consoles on one day, it'll be done over a period of time when stock arrives so I full expect people to receive them on various days leading up to the 15th. 

[Tiler77]

I've got the xko number now..but there's a lot of confusion if ee has actually got the stock in or waiting for the stock to arrive?

Hey Tony, where have you seen this confusion? We did have the stock in available on launch day but due to to the huge response we ran out quite quickly, the website won't have let you place an order if we didn't have it. If you've got the email and £10 there's nothing to worry about, just keep an eye out for delivery and we'll get it out to you as soon as we can. -Andy

[Calumw19]

Just a waiting game atm