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.

[Wag11]

10 - 20 minutes, wasn’t paying attention tbh

[PaulAllen1]

Just called 150, I'm a contract phone customer. Digital sales are now closed to call in customers as they're overwhelmed. I ordered at 8.27 and received emails yesterday and today. Today's emails say pending checks ect. The £10 hasn't left my account and the lady on the phone can't push through my order. 1 because of digital sales now closed and 2 she can't see my order on the system. Don't think it's gonna happen 😢

[PaulAllen1]

Also she said it's now up to 30 days delivery and can't guarantee before Christmas 

[mwebber7]

This is really promising and hope I get through too.

What did you tell them when you were ringing up? Just that you wanted a status update?

[Lizzy95]

So after been told a ps5 had been successfully processed onto my account THEN told my ps5 wasn’t added and to not expect one.....I rang the direct sales team handling the ps5 orders, served by a LOVELY man who was so nice and welcoming. He put through my order manually and received my email to show it had been ordered and to be received by the 15/12/20 and also the £10 upfront cost taken out. 
very happy with the team on the phone, everyone else I have spoke to on live chat, customer service have been nothing but rude and awful. Thank you Direct Sales Team. Made me a very happy girl today!!!

[tom129]

@Lizzy95 contract or sim only?

If sim only, how did you contact digital sales?

[Thebatmanofbelf]

I spoke with digital sales on 08000790531 an hour ago. They confirmed the stock will be in an delivered by the 15th. They processed the £10 there and then and overcame all the issues in regards eligibility. I think perhaps you just reached a generic customer services person with little information or power. 

For anyone who has done it but doesn't meet the criteria I.e. is sim free etc id advise calling up and getting it sorted with digital sales because they could blanket close the orders if you don't. It may mean I minor upgrade 

[Lizzy95]

I’m on full contract thankfully. I rang 08000790531. Which is the team sorting out the ps5’s. Phone lines have been shut down all day but got lucky around 1pm and got through to them!

[MikeD_89]

I think now most of us are just waiting for the first DPD notifications to see who was lucky enough to make it into the first batch!

[paul239]

Anyone still not heard anything?

Ordered he ps5 and controller bundle yesterday just after 9am and got an xko number on screen but didn't note it down. Then immediately got the about your order email through but nothing since then.

On a 24 month phone contract with 14 months left I think.

Rang ee on the 150 number there and got through to billing and accounts and they said they couldn't see an order against my account. She then sent a message to a colleague who said as long as the initial about your order email came through in theory you should get the email with xko number within 72 hours? Said they have no stock left at the minute though and and delivery would likely be after Christmas