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.

[Perry1710]

People REALLY need to stop getting in touch with the online chat!

It's clear they literally do not have a clue, plus EE online chat is mainly based in India. Not that it's a problem. All I'm trying to say is they have consistently been given false information, which is clearly shown in some screenshots we've seen over the past few days. Which has always been the case, no matter the situation. They like to fob you off. The amount of PS enquiries they must be getting... I would also end up getting sick and tired, so I don't blame them. 

The only team who are dealing with and will have the most upto date information is the Digital Team.

Do I agree their marketing was misleading? Yes! Was I upset finding out they really did not have any PS in stock at all... Yes! I had a PS in my Amazon basket, but I put my faith into EE. It hasn't worked out as I hoped, but so be it. 

They've consistently said the PS will be delivered BY the 15th. Nevermind what CS online chat say.

EE can't give us anymore updates until THEY get an update or stock from Sony! All the information is on the 1st page FAQ post. READ IT. 

We are all in the same boat, including those who purchased the PS from other retailers. 

Count yourselves lucky in a way, because those who didn't make it onto EE's or another retailers pre-order list... They are quite frankly not getting one before Christmas. 

If you have... Just be patient! It will come! 

[Cr61gyj]

It's looks like everywhere massively oversold the allocations they thought they were getting. Sony cannot supply enough demand and there will be lots of people disappointed. The ones that were lucky enough to get the order in early will get there's round about the 15th and everyone else will be waiting till next year. Half the people on here only bought to resell anyway and at the end of the day that is what's causing all the issues. 1000s on eBay for sale 

[Jayceejane]

@Perry1710 they actually said delivery would be 2 days after you ordered on twitter - this is where my frustration is. Even where the information should be correct its constantly changed. 

The Chris EE person on this threads original post stated that once the £10 was taken this meant your order had been dispatched. This has now been edited to this means your order is processing. I agree they probably have got a large number of enquiries but when information is misleading and being changed I think its only right people are chasing up for more clarity. 

[Perry1710]

@JayceejaneYeah, I understand and have already agreed with what you've said. They have been misleading. However they've updated their FAQ, so people can get clarity from there. Going to the online chat isn't helping anyone. They are constantly giving out the wrong information.

There really isn't anything anyone can do at EE until they get the stock. So constantly hounding them to complain about how misleading they have been and to ask "when is it getting delivered?" isn't going to change anything.

Can you please provide a screenshot of EE saying 2 days? Because I have never seen EE mentioning 2 days nor saw anyone else say they have done so. It's always been by the 15th of December. Although they were sneaky about that too, as they told you after you placed the order. Nevertheless, it shouldn't be too much longer. 

[GeorginaH27]

Any update on SIM only orders?  I called the digital team on Saturday and they said it was being handled by a different team and I would hear from them in a couple of days by phone but still nothing 🙄

[Jules1270]

@Perry1710 I couldn’t agree more, hence why I haven’t commented on here since the weekend, no point until we know more anyway.  It will come when it comes, ordered one on behalf of my son and he’s an impatient person as it is but he’s quite happy to wait.  If we have heard nothing by the 15th then we can complain to EE.  

[Geeseboy1]

Just been reading through this mad feed. EE said by the 15th December. What is hard to understand about that? Wait till then, and moan if they don't arrive is my advise

[Britisheagle]

Exactly!

On a more positive note:- whose excited for their first weekly update tomorrow?!

Hopefully we'll get an idea of progress

[Tiler77]

Twitter ee messages. asked if they actually had stock.this is the reply so lets just wait till upto 15th dec.

From ee messenger.

I'm afraid that I wouldn't be able to confirm that, Tony. Orders will be sent out on first come, first served basis. Deliveries are expected by December 15th. If, for any reason, your delivery will take longer than this we'll keep you informed by email.
We'll keep in touch on the day of delivery, so please ensure you enter your correct mobile phone number when you check out.

[ChewyClegNuts]

Quite a few of you on here were obviously spoilt as kids....

The world does not spin round your feet, wait until the 15th if it doesn't show then complain!

With EE atleast me managed to get an order without stock clearing out by the time you added it your basked!!