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.

[Shrek6]

I have just came off the phone to digital support. If you have a good credit rating then your £10 will be taken off your next bill if you don’t they take it straight away, so if like me you have had the processed email and no money has been taken then that is the reason. He also stated that orders should be delivered as per email before the 15th but like most other people have said if you have one on order and you know it’s yours when there then there’s no reason to panic. 

[MikeD_89]

@thefraggle79 

You were replied too like 5-10 posts later by a solicitor. 

I've never mentioned DPD tracking numbers, nor posted any information here I wasn't sure about without adding suitable caveats.

I'm really sorry you're going through a rough time, I really am - I was going through similar with all this lockdown until I decided to move back in with family. 

If you're a PC/Steam gamer, ping me a DM 🙂 

[Shrek6]

They only take the 10 if your credit rating is low. I’ve just gotten off the phone from digital and they said it will come out on my next bill

[MikeD_89]

@Shrek6 

This is very counter to the last information I had from the Digital Team aswell. 

I've got a perfect credit rating with EE (confirmed over the phone) and the £10 was taken out as an additional fee. Perhaps they've changed things over the weekend.

We just need clear answers from an official source.

[Tiler77]

My credit score is good i paid the £10 on my visa card. And its gone through fine..u wouldn't have a ee account if your credit file is **bleep** is my guess

[jmils0883]

the time that the order was placed doesn't mean anything in real terms. 

i placed my orders at 8:25 and 8:27, didn't get the order placed and money taken from my bank until friday at 4:30ish.

the system should automatically take the orders from the online system, process them to the next stage, (ie take the money and send the email with the xko number). however this isn't happened with the ps5 numbers, this is due to the high humber of sim-only customers that placed an order that shouldn't have been able to.

so the orders are being processed manually, this involves sending staff batches of orders to process. and so imagine batch one is with orders 1-10, batch 2 with orders 11-20 and so on, wich means that late orders are being processed at the same time as early orders.

i used to work for this company i know how they work. and yes they had no stock, they will have been given an allocation from sony, 

[thefraggle79]

@MikeD_89 I just saw that as the same legal eagle replied to me after I posted earlier.  

That is an incredibly kind thing you said. If more people in the world were like this we would be in a better place. genuine thank you for what you said. I'm not a PC gamer although I do have a very very credible gaming PC but I am PS guy. Have been since the first console. If it's Playstation I buy it. I've currently got 6 PS in my flat, launch PS3 and PS4. Slim PS3 and a PS4 pro alond with a PSP and a vita. Not including PSVR. Lost count of the number of controllers I have too including move, multiple 20th anniversary DS a couple of other gen2 and an unopened GT sport controller. Add to that the thrust master GT wheel and racing rig with the Cobra monaco bucket seats out of my car mounted on it. I love my toys........ they are my escape........

DPD numbers I got you mixed up with someone else.

[ANDYGJG]

@MikeD_89 

Strange they think I clearly can't be trusted then despite a credit score of over 980. 😁

[thefraggle79]

@ANDYGJG @MikeD_89 I personally don't buy the credit rating thing. They aren't going to hand over £450+ on the basis you can afford £10.......

I suspect the only people that actually know what is going on are the bosses at EE and everybody else, us included, is simply along for the ride.

[minibob]

A deposit is zero to do with your credit rating. The deposit is paid to secure the goods/service.