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.

[Gandyt]

08000790531 this is the number I called.

[MikeD_89]

My conversations mirror yours exactly, minus being able to get my XKO order number from the advisors.

I wonder if thats due to the systems crashing temporarily. 

I have my confirmation email - so if thats all I need, fantastic news! 

[cbmprimate666]

Does the below email mean I definitely have secured one? Will some customers received before 15th? Thanks

[Jules1270]

@cbmprimate666 cant see the pic

[Adzbw]

Got my confirmation at 8:20 for the disc version console only and had no cancellation.

Friend ordered and got his confirmation at around 8:35 and has had his cancelled due to being 'Out of stock', he went for the PS5 + Controller + PS Plus as the console only was gone.

Regarding the £10, got an Xbox through EE last week and this was charged when it was despatched. Received it by DPD two days after release day.

[harrrrryyy06]

@Adzbw  When did he get his cancellation email?

I ordered the same bundle 10 minutes later and have had nothing

[MarinaXx]

@cbmprimate666 

if it says your order. It is a order you have a ps5

We can’t see it image 
and you’ve not had any cancellation emails you have one. Still no text or updates for my 8.26 order - I got the ps5 disc bundle 

[Calumw19]

@Adzbw you say you got the Xbox from EE? How long did it take for you to get an email other than the initial one?

[dannyttt2011]

• Not sure what’s going on with mine. I had confirmation at 8:28  via email but with all the excitement didnt take down my order number. I know a few people have rang up to get there’s but when I ring up they say I haven’t got one. One of the other agents said;

“I've checked your account and I can't see the order for the PS5 just yet. It isn't anything to worry about though. It can take up to 24 hours for an order to show on your account.

As you have an email to confirm the order it will have gone through and you will be kept up to date with your order by regular weekly messages :)”

“Don't worry! When I've checked you wouldn't normally get an order number for an add to plan.”

then other CSA say I’ve registered for interest but I definitely added it on to my plan because I checked back later and the site said “out of stock click here to register for interest”. I have no idea what’s going on I suppose I just need to wait and pray!

[Adzbw]

@harrrrryyy06 he got the cancellation at 12:24