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.

[DanielHodgkins]

@yas-M1nWas your partners phone on your EE account? Or do they have their own separate account? I'm tempted to try and move my Sim Only purchase to one of my family members accounts who does have a device if that works

[tdeelab]

Yep, retailers seem to expect to have more concrete info on Wednesday 25th regarding the stock count at each wave.

[astonavfc]

EE promised to update us WEEKLY via text/email. So I expect an update by Thursday. If not I’ll be in contact...

[MikeD_89]

@Rileyjohn

That is fantastic news (and honestly the exact post we would want from. EE to clarify things...)

What was the source of this information? I tried to search for it earlier and couldn't find any info 

[thefraggle79]

@MikeD_89 @Rileyjohn 

I'm also curious as to where this info came from.....

[Kriegar]

I am a sim only customer. Havent had a delivery confirmation or XKO number but have had an "order confirmation" and 3 emails all saying the same thing that subject to eligibility I should have my PS5 before the 15th.

I have had no confirmation past that and no money has been taken. I phoned support today and the guy didn't seem to have a clue. He just asked what emails I had and to explain them to him and said that since I have a confirmation email I am definitely going to get my PS5. Then I explained that I am a sim only customer and that I'm concerned about eligibility and he then said that no I wont be getting one and that I shouldn't have been able to order... Why bother taking all my details if you are just going to fob me off till I get off the phone.

I held off on ordering another console on amazon because of this. So if I do end up with my order being cancelled then I'll be moving to another provider for my contract because this is an absolute cluster **bleep** and the support seem to be utterly clueless.

The whole launch has been a cluster f*ck... but EE's lack of transparency on this is crazy. If I wasnt eligible then I shouldn't have been allowed to order in the first place... but even then I wouldn't be so **bleep**ed off if they just emailed me to tell me I wont be getting one. Instead I'm left without any information at all while other people have been receiving deliveries.

[tdeelab]

@MikeD_89 @thefraggle79 Not sure where Riley got his info from, but SCAN, a retailer which sells PS5s and other electronics also posted the same dates when providing an update on PS5 stock, which can be read here: 

https://www.scan.co.uk/shops/sony/playstation-5-faqs

So these stock waves must be the ones retailers are working with.

[Atomicdj]

@tdeelab its a shame EE a communication enabling company cannot be as transparent with their customers as scan are.

[thefraggle79]

@tdeelab that's really interesting. Cheers for posting the link. The most confusing thing is how many people Janet messages the mistake of buying the digital only version.

[MikeD_89]

See that scan page is excellent communication.

How many do we have, how many are outstanding, when do we expect them by.

EE - could you provide us with similar data at some point this week. This will help a lot of us! (especially if you are able to specify which wave you expect us to be in!)

https://www.scan.co.uk/shops/sony/playstation-5-faqs