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.

[AWithers]

Just spoken to a CS Agent at EE. They are now saying that they won't be delivered until the 15th December and no earlier.

Thanks,
Alex

[dearlyphoto]

@AWithers 

Ah, brilliant. That’s all settled then.

[Tiler77]

You can call cs 10 times and get 10 different answers..as i stated on earlier thread. My wife sister works for ee. Been working from home for months. I asked her about ps5 stock/delivery...her answer she has not got a clue. As its all down to digital services. 

[yas-M1n]

I rushed through my ps5 order, put it on my sim only, received the xko#, received a confirmation, 5 further confirmations (in the space of approx 3 minutes) and then on Friday afternoon had an "EE mismatch - xko###" email through asking for me to contact CS on an 0800 number.

This evening was the first time I have been able to get in touch with someone on this number. The problem seemed to arise from the putting the order through on my sim only contract, however by providing another mobile number (partner has just renewed contract) this ps5 add-on was easily transferred and I have now had (hopefully final) confirmation on delivery before 15th Dec. I couldn't confirm if the SIM only was the issue or not, but this was the solution for me.

I hadn't seen anyone else posting about the mismatch email, but hopefully my experience can help provide clarity and an option of transferring the ps5 to an eligible contract. Broadband contract didn't count. 

[timhendge]

I've just phoned up and the very helpful lady on the phone told me anyone who's name starts with M is having their order cancelled. 

[Tiler77]

I've been seeing arguments on here and different stories regarding ps5 stock/delivery etc

 So i have took it upon my self to ho to the very top and get answers.

I'm waiting for replies of the big boss

KEVIN BACON 

Waiting on messenger,/email reply

[Thebatmanofbelf]

Just to be clear everyone was giving an xko number at the time of ordering. It just wasn't added to the original email 

[BomagJJ]

@Tiler77 LOL

[Kory1]

I just spoken to a very kind operator via live chat, he said that if You've received the e-mail about the order and the xko code then your order is confirmed. He couldn't see it for some reason because he's from the technical department(?)

Saiyed: 

We are from the technical team. As we are from a different department. Sometimes, the order details are not updated on our system. As you mentioned you have the order number and the confirmation for the same. I assure, the order was placed the only issue is it's not showing the details here.

I request you to speak directly with our sales team to know about the status of your order. You can speak with them over phone call on 150

---

I'm not gonna call them, they're probably overwhelmed with the same question anyway. If I get it fine, otherwise I'll just wait. 

[Rileyjohn]

Grown men arguing over when a console will arrive, we know 2020 has been challenging but its embarrassing!

Stock to arrive in UK expected dates

Wave 1 between 26th Nov - 5th December

Wave 2 1st - 11th December

Wave 3 8th - 18th December

This is for all pre-orders for all companies, sit back and chill out they will turn up. With EE giving the dates of upto 15th they are looking to receive all preorders in the first two waves.