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.

[Sazzleroberts]

@Gpenlington I would give them a call. She did say my details looked like it matched and the whole debit card name matched my account name was one of the things.

[Sazzleroberts]

@astonavfc I was shocked when they said it was only for a request and not actual order - it didn't make sense.

But then I wondered whether they have been told to say that because orders are being cancelled 

[astonavfc]

@SazzlerobertsAh maybe, "You are not guaranteed one" is something I am hearing alot. We have bloody order numbers!! If we have an order number we should have a console

[pablomari]

I can confirm this. Just got off a call with CS. Did not have an order number in hand but somehow got it through providing my phone number. 

But the guy said it is just an open order now and system does not show any stock and as of now he cannot do or tell me anything further. Basically next step is actual stock coming into the system and them starting processing the order. And I suspect there will be more order cancellations, if we don't meet certain criteria and the queue will be shortened than some people think.

[Rulkez]

Folk are actually buying this "we don't have any stock yet and you only have a request for an order" nonsense ?

EE have just make a mess of it like almost every other retailer. They're going to have to actually speak to us at some point instead of CS reps that don't actually know much (see the dozen version of events being shared) if there's a long wait then fine, but that needed to be conveyed to folks in a clear and concise email/announcement.

[pablomari]

@Rulkez , clearly they have let us order than the quantity they have. Now must be trying every trick in the book before admitting to it.

[Sazzleroberts]

Hate to agree but think your right. I think they took too many orders and now trying to reduce the orders my elimination. 

They just need to be honest because we can all try elsewhere 

[Benson1977]

I ordered and received the order email. I called customer service today to get an etd and was told I wasn’t eligible as I’m on a sim only contact - which makes no sense. I want to lodge a formal complaint and politely asked that you process my order as expected. 

[cahalmp]

I spoke to a resolution manager about this cause what they are doing is wrong. There sending out order confirmation emails. Then when u get through there saying we have your order on a system but cant confirm if it will be processed or not. I then stated well why send out your emails in the first place and give your customers false hope and basically said contact ofgem 😂😂😂 resolution manager was awful. Dont think anyone in there knows what's going on.

[thefraggle79]

That can't be the case as I know when I got my other email and the is no correlation to my other number.