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.

[hb719]

@dearlyphoto 

"You will be kept up to date with your order by weekly messages"

Do you think they could inform us all of our individual order updates via a forum post?

"We will keep you updated by text message on the progress of your order"

This is then followed by saying DPD would text us the day before and day of delivery. This clearly implies that EE would be texting us updates, and with the context of the prior message, these updates would be weekly.

We simply want more clarity on what is happening with orders. Sure they may arrive before the 15th. But we are hearing they may not, some peoples orders are getting cancelled and we've been told we'd get more info. These are all valid concerns.

[Ashmc]

They took my payment on the 20th came out my bank 23rd and I’ve  not had a order update via text  

[MikeD_89]

My PS5 is still not coming up in my "addons" section of MyEE.

Is this the same as other people?

If its normal I don't want to bother the team with a call.

Also, had no text messages what-so-ever. Presumably because it was being done manually.

[Joeywestham]

Been the same the whole way through mate.

I've nipped on here every now and again, on the off chance they were being delivered early.

The initial advertising was misleading saying 'available now' but again a lot of retailers have fallen for this. 

They could have communicated re the sim only plans eligibility, but that was clearly stated in the T&C's, but of course nobody other than a few read that.

The time to start moaning, whinging is 15th December when you have no PS5. Otherwise you are at absolutely no loss whatsoever. I attempted to order via other retailers at the same time, and there was absolutely no luck anywhere else.

[Gdownes]

@MikeD_89 Mine hasn't either. I was also told on the phone yesterday by digital sales it would only be added once it has actually been shipped. Clearly more false information

[AverageMom90]

Same it’s not coming up on my add to plan either, and haven’t received any text 🤷🏻‍♂️

[Gdownes]

@AverageMom90 They could just have started working their way through them all so you might receive a text later on in the day. Not sure what order they are doing it in if that is the case as I ordered at 8:17 so was one of the earliest. 

[AverageMom90]

@Gdownes 👍🏼 Did you say that you’d received a text? 

[MikeD_89]

@AverageMom90 / @Gdownes 

My order was at 8:30 - and you two are basically my canaries in a coal mine for updates (if they are doing it on order time at least)

[Gdownes]

@AverageMom90 No I haven't received a text today yet. The text might even be for sim only people or people who didn't receive the email last week/earlier this week with the XKO number. Not sure tbh