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.

[Malif1ce]

• @WFrederick that seems the most logical explanation so far

[Medi05]

Thanks @WFrederick that is very useful and a good sign

[GIVEMEPS5]

I’m currently on the phone to digital sales now and she’s still advised 15th December. Apparently the consoles and controllers etc are all on preorder and they don’t know when their coming in. She also had no idea that some people were getting their consoles today and I had to tell her that I knew this to be the case from posts on the forum.

I just don’t trust a word any of the advisors say they know less than us by the sounds of it.

[WFrederick]

Just a small add on to what I said above, as I was waiting for her to speak to customer services at the time and I’ve now finished the call.

Even at the point orders were placed, they were divided among staff from different offices to process and therefor it’s “luck” who’s orders get fulfilled first. The only guarantee you have is that if you ordered before 8.45 you will definitely get a PS5, but there are no guarantees of being in the first batch.

She did obviously say that any orders packed this weekend will deliver on Monday, but at this point she can’t confirm that date for me. She also suggested I call back tomorrow evening to ask again.

She was a really helpful lady, and at least now we know why orders appear to be out of order. Stock does appear to be in for all items so it’s just a waiting game - hopefully most or all of us who ordered those bundles get the good news this weekend, as console only orders did last night. 🙂

[Lumleyhtc]

---

Literally beyond a joke. Looking forward to the manager calling me 

[GIVEMEPS5]

Please make sure to update us with what the management have to say. Seems they couldn’t organise a p**s up in a brewery 

[Bertie1993]

Thay have no idea just wait see now if me. Bundle turns up 

[Lumleyhtc]

I will although I'm not holding my breath

[Sazzleroberts]

Just a question you said guaranteed before 8.45 am ? Does this mean in general you will only Deffo get one if you ordered before this? Or you mean phase 1 of deliveries?? 

[samw22]

@WFrederick 

Was that a call to digital sales team or customer service? Just spoke to lady on DST who spoke to her manager and said they only have the 15th December info, same as original email.