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.

[Silcrows]

Can you imagine the scenes on here if they said TBC on deliveries? People would be frothing from the mouth 

[MikeD_89]

@Silcrows 

70 pages of forum posts - folks are already frothing from the mouth 🙂 

We just need some info!

[samim_s]

I think the problem isn't that sim-only customers aren't eligible. The problem arises from the fact that we were encouraged to from the app in the morning. I personally ordered at 8:23am and with every other retailer selling out ps5 in 30 seconds, the last thing I focused on was doing the t&c as I thought a company as big as EE would be able to block non-eligible customers from doing these things.

What's annoying is, even if we ordered and the system automatically cancelled our orders and sent us a email saying "sorry you are not eligible as you are a sim-only customer" we would have fair chances to order from other places. I saw live stock on Asda, Amazon Germany, Studio and a few others on release day, but I didn't bother buying because I didn't want to end up with 2 when others were struggling to even get one.

[yas-M1n]

@DanielHodgkins seperate account, of course needed my partner's permission but it seemed like they put it across no bother. Definitely keep that option if talking to CS rather than forfeit. Good luck

[Kriegar]

It would be nice if EE could weigh in on all of us that are left in limbo sitting here 5 days later still wondering if we will or will not receive what we were allowed to order. 

What would it really take to just release a tiny bit of information to put people's minds at ease... It just shows how little they value their customers.

From the sounds of it they can't even inform their own staff as to what the hell is going on. Absolute shambles of a company.

[MikeD_89]

For anyone catching up with this thread when they wake up. 

The best answers for all of our questions so far can be found on Scan's website:

https://www.scan.co.uk/shops/sony/playstation-5-faqs

Hopefully EE can confirm this, and potentially even let us know which drop we are scheduled for. Do these drops line up with the two drops based on purchase time mentioned earlier?

As that would help clarify estimates immensely. 

[Tiler77]

The silence from EE is deafening....Are they all zombies now? Can they no longer communicate.

Is it a plague? Is it a pandemic.

Or is it a major cockup🤣🤣

[AverageMom90]

@Tiler77 

🤣

That scan FAQ page is good nice to see they have actual figures of how many console orders they have to fulfil within the 3 waves they've set out, I did think they would get more digital consoles than disc as they only sent out disc consoles I believe on the last drop I could be wrong of course. 

[Lw-90]

Has anyone else looked at there bank and seen the £10 has gone from pending to on there bank statement?

[DanielHodgkins]

I just tried to call up and move my PS5 pre-order to a totally separate account and the helpful guy said that they're not allowed to move them to an entirely different account unfortunately as the preorder is tied to your specific account.

They did offer some Sim Only solace though; they said that we're being put into an Out of Stock pile where someone will manually go through and assess at some point - This is probably why there's been radio silence for Sim Only customers at the moment. Hope this helps someone else