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.

[Rulkez]

So just to be clear:

Order are apparently coming anytime from now until January 21st

Their stock allocation isn't on their systems yet

They don't know when and in what quantities their ordered stock is coming

People should be on the system if they got their emails

About right ?

[Ryanm0307]

Just rang the 0800 number I said I haven’t got the order number yet and she did mention that if you have the email everything is okay and you have placed an order and you will get it... you will get an email with order number as soon as your machine has been dispatched she just said it is a specialist team dealing with it all

[Faisal2]

Update. I just spoke to Joe on the 0800 number and he was able to provide my xko number after the mandatory security checks. EE are currently waiting for stock allocation but for those who have received an email, an online order has been put through, it's just a matter of receiving stock. The latest date for PS5 processing is the 15th of December, however, those who have ordered today get prioritised so hopefully it is earlier than that. My most recent comment regarding the dummy purchase to see the process of how this add to plan system works had now been processed due to its availability of stock. Also I'm sure we will all be happy to know that EE always try to deliver next day 🙂

[Nbez]

Hi, what extension numbers did you select when phoning up to get your xko number? 

[Faisal2]

I called 0800 079 0531 and I didn't have to use any extension numbers. There's obviously a bit of a queue but I advise to be patient and they will help you. It's what they want to do!

[Primrose12]

I managed to order one with you guys but there was no given delivery date . Will we receive them by December 

[JBraddick]

Just spoke to someone at EE via the online chat. They said that they've not got any stock at the minute, but the first batch will arrive in a week and be allocated to those in the queue on a first come first served basis. 

[MikeD_89]

Ok, I also spoke to an advisor about all of this.

If you have your "About your order" e-mail (and no cancellation email) you are on the list to get a PS5, for certain. The list is first come, first served, based on the time of purchase.

As they process the stock, they will literally be allocating it to customers from top-to-bottom, and as they only received the first shipment of PS5's today, that allocation process has only just started. 

Basically, if your order was at 10am, you're going to have a longer wait time than someone at 8:30am.

In my googling, the earliest time I could find for a confirmation email is 08:15 - does anyone with an order around this time have an update on delivery? 

[JBraddick]

8:27am confirmation email - no updates since. Fingers crossed. 

[samim_s]

I received confirmation email at 8:23am, haven't received a follow up yet but I expect that if we do get any news, it will be tonight as the systems may update end of the day