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.

[cdaws2001]

@Tiler77 just trying to help mate as everyones going round in circles clearly if you wanna sit and contact cs 5 times a day you go ahead 😉

[Wag11]

Yep exactly, was going to say the same thing. First Q and A about the sim only contracts is wrong, you can still get your order through. It’s purely luck, EE oversold and have cancelled orders to remedy this. 

Sit back and relax 

[Sjohns]

To add on to this I spoke with someone on the 150 number Friday night and he basically said the digital sales team were offline processing orders manually and no one at EE from customer services to sales could get in contact with them. As the majority are working from home as well there is no way of contacting them in person through the office either. So in reality people on 150 and live chat have no idea what’s going on, they’re probably giving you answers based on the usual situation with these types of orders but that information is wrong. I wouldn’t bother speaking to anyone apart from the 0800 number as they are the only people that know what’s going on. 

As for the £10, EE are processing these orders manually. I had £10 taken on Friday night after speaking to someone on the 0800 number, they are probably doing this to confirm eligibility and assigning a console from their next delivery. The systems seem to have messed up considerably and this seems like a solution to fix it by processing the payments and orders now so they know where they stand with orders v stock.

If you take anything from this post it’s don’t believe the customer service team as the majority clearly don’t have the information available and are just making guesses based on the normal process for orders. The 0800 number seems to be the team processing the orders so they’ll be the only ones giving out correct information.

[SnoopZaKT1]

If EE live chat reps told me the sky was blue and grass is green I wouldn't believe them. 

[Medi05]

So i ordered mine within the first batch, got the customer service email at 08:38 then i received 5 more emails the next day thanking me for the order and about the currier etc, all 5 were the same email.

i haven’t at any point received an order number of any kind. They took £10 out of my account yesterday (21st).

I have just spoke to someone at ee on the phone and they said nothing will be shipped this week, i was under the impression they only take the £10 when they are about to ship but apparently not!

i hope i am still getting one, would be nice if it was earlier though!

[Sjohns]

@Medi05 As I said just above I believe they’re taking £10 to process orders and it shouldn’t be used as a sign that you’ll be getting a delivery next week. I might be wrong but it seems like 90% of posts here have now had the £10 taken wether it be automatically or over the phone and I doubt many will see a console till December. I hope I’m wrong I hope EE surprise us all but it doesn’t look to be the case. 

[Cbeach]

I'm SIM only, ordered a PS5, had 0 contact with customer service reps and my order has been processed, got both emails and the £10 taken from my account. No idea what's going on with the whole SIM only contracts get their PS5s cancelled. Some are going through and some aren't. 

[Tiler77]

The wifes sister  works in customer service. shes been working from home for months..i asked her about the ps5 orders and delivery. As i didn't have the xko number i asked her could she get it for me..her reply. We have no access or control over the ps5 add ons..anyway i phoned digital sales 7.30 Saturday night. And the guy said my order went through but he also emailed my prossessed order again with xko number...then i asked about delivery days. He said your guess is as good as mine....so just sit back folks and let ee get on with it

[TiaAllyce]

08:17 - nothing yet

[harrrrryyy06]

@Cbeach  I’m the same as you. Just watching the forum now to see when people get delivery notifications. Fed up of all the misinformation and mixed messages though! All we can do is wait