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.

[MikeD_89]

Totally agree @dearlyphoto 

If you have your e-mail, and your £10 is gone, and your XKO for good measure, you are "in".

Might be first batch, might be second or third - no-one knows!

This is out EE's hands, as they don't have an unlimited number of consoles. 

If you don't have your e-mail, £10 spent and your XKO - call the 0800 number, as they are dealing with it. 

When I spoke with the 0800 number guys to get my XKO, the gentleman explained that there was an issue on their side with the ordering system, hence additional delays. 

They are all working as fast as possible to keep happy customers! 🙂 

[Sazzleroberts]

I haven't called the numbers but my mate who works for ee has just finished work.

Discretely asked 😂😂 but he said he doesn't want to commit to anything to give me false hope.

[Atomicdj]

I've just got of a live chat with a really helpful guy named James.

He asked me when I ordered and what I'd received email wise.

I told him I had the about your order and following day my xko and money taken. He advised that they had pretty much sold out by 8am and that my order was still showing as open and would be processed as soon as the new stock came in.

At this point im just going to wait and when it comes it comes.

[cdaws2001]

So After Contacting EE They Have Confirmed A Few Things Which Seem To Be Causing Confusion WIthin This Post...

Firstly: If You've Recieved 2 Emails, Got An XKO Number & Have Had £10 Taken From You, Your Order Has Been Placed And Confirmed

Secondly: EE Have Zero Stock Of The Consoles At This Prescise Moment, They Are Awaiting The Delivery Of The Consoles From Sony Directly, They Arent Able To Provide The Exact Date Theyll Get The Consoles But When They Are Recieved Your Order Will Be Picked And Delivered By DPD

Thirdly: Theres No Time Frame They Can Give You As To When Your Console Will Arrive Other Than The Fact Itll Be No Later Than The 15th Of December, People Mentioning Next Week, Monday Etc? This Isnt True The Truth Is No One Knows As They Have No Consoles Yet

Finally: Your Order Will Be Delivered On A First Come First Basis And Is Done Within 2 Batches, Batch 1 (19/11 , 8.00am - 8.45am) , Batch 2 (19/11 , 9.00am - Sold Out)

If You Placed Your Order In Batch 1 Between Them Times Youll Get Your Console First If You Placed Anytime After 9am You Fall Into Batch 2 And Will Get Your Consoles Last.

As Of Right Now Everyones Order Is Shown As (Open Sales) On The System Meaning The Item Isnt In Stock But Is Confirmed, When They Get The Consoles Delivered To There Warehouse Your Order Will Be Shown As (Picked & Placed) This Means Your Item Is Ready To Dispatch And Be Picked Up By DPD, Finally Itll Show As Delivered Which Means You Have Gotten Your Item. To Track This Use The My EE Order Tracking App!

Conclusion: Everyone Needs To Relax Either Way Youll Get Your Console By The 15th Of December Its Simply The Case Of EE Waiting For Sony To Deliver Your Consoles, For Now I Recomend Everyone Just Waits For That All Important Message Or Email Of DPD Saying That Your Parcel Has Been Picked Up, I Hope This Gives People More Clarification So You Can All Stop Pestering The CS Team Have A Good Day And Lets All Hope To Be On Next Generation Consoles Soon 🙂

[topshams]

@cdaws2001 Thanks so much for the info. It didn't sound like EE had any physical stock yet so I was thinking it would be something along these lines. Pleased they are doing it by order time.

Now we all need to go to the Sony forums and find out when they are sending the stock 😂

[Sazzleroberts]

I ordered 8.57 am

[tdeelab]

Can someone share the Live chat link? which options do I choose?

[Ash2894]

I’ve not received a 2nd email but the guy on the phone said I should be receiving it in the next 2-3 days.. he said my orders has been processed and should be with me by the 15th however I don’t have a number yet.. 

[Sazzleroberts]

@tdeelab https://ee.co.uk/help/help-new/get-in-touch

I go through customer services account and billing 

[jmils0883]

@cdaws2001

They are not doing it by time of order placed, I placed my orders at 8:25 and 8:27, people who ordered long after me had theirs processed before me, I had to ring up yesterday at around 4 before speaking to someone who manually processed it