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.

[Sully2k20]

I just rang spoke to EE for clarification and confirmation that My particular order won't get added to my Pay monthly account until I receive my Playstation 5. It may possibly be the same for other people as well who have received the Email of Confirmation but it hasn't been added to their account. I am talking about people who ordered it on the 19th. I know people have received the xox order confirmation email and some haven't (like Myself) but we both have received the DPD confirmation email and it states we will get the Playstation 5 before the 15th of December. Its just waiting for it to be processed which can take a while. Others have been lucky and have already received their Playstations during the last week or so. So those who orderd on the 19th and are still waiting we should hear something over the next few days. The operators have received emails regarding the new and recent orders and that the 19th orders will need to be processed first before the new ones today. 

[Bertie1993]

@Sully2k20

MMines 19th order not showing on account yet but all emails and texts had 

[Stevie-Rex]

To add to this as my own experience. I ordered at 8:20AM launch day, base PS5 no additions. got an out of stock e-mail with my xko number later that day. last Friday I got another e-mail that it been processed and to wait for the DPD notification. got a text as well. Nothing since, spoke to chat support saying it will be dispatched from the 15th (I personally don't believe that) and gave me a 10 digit order number that different from the xko one. tried that in EE tracker and it says that it can't track that kind of order. guess I will wait to see what happens. I skipped today restock as EE said I defo have one so if they pull some BS I won't be too pleased 😞

[BomagJJ]

@SE77EN despite my panic, I haven't contacted CS or DS once haha. I've been more than happy to be a bystander and I don't wanna add to their stress!

[D1amondEyes]

A few people have said “just wait until the 15th and stop getting mad”. Easy to say when almost every other retailer has had release day stock and further stock since then. Customers are receiving them all around us whilst we wait on the hopes and prayers that the clowns at Everything Nowhere haven’t lied to us again. This is becoming very annoying now.

[Sully2k20]

@Bertie1993 When you get the Playstation 5 it will be added to your account. EE can't charge you for something you don't have. Its literally in the T&Cs of the Playstation 5 before you add it to your account. But you will be charged monthly when you get it 😊 

[Reema772]

I ordered mine this morning at 8:34.

paid the £10 depo and received a confirmation email with my xko order no.

just spoke to an ee agent via online chat and he has advised there is no ps5 order on my account and i got the email in error!

is this some sick joke?

[Sully2k20]

Let's make this thread to 300. Let this be EEs most popular and best Thread ever. 

[Sully2k20]

@Reema772 that's terrible!

[Sully2k20]

@Reema772 EE should give you a Playstation 5 for free for that. I would see.