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.

[alex1010]

Gutted! Had an email this morning saying orders nearly complete and to call the CS number to get more details. Thought it was alright then cos I'm SIM only they have to cancel my order... Rules are rules I guess, gonna have to wait till 2021 when the hypes died down😭

[MikeD_89]

Given that this SIM only kerfuffle is still going on, there is a decent chance that there is stock going to be shipped relatively soon, once they sort out who is eligible. 

For anyone annoyed by this, keep in mind that Curry's didn't do this and let consoles go to people who abused a bug in the ordering system, which has angered much of the Internet. 

I'd much rather EE do the due diligence to verify orders manually - which is what it sounds like is happening.

I'm sure they are well aware that delays upset paying and eager customers, so have some faith that they are working as fast as possible. 

[Kjones3]

Hi @Gpenlington 

I ordered my PS5 and got an order number and confirmation email. I then received an email that advised I needed to call customer services to provide more details on my order.

I've been informed that EE had run out of stock so my order didn't go through. The agent advised that you are expecting stock on the 15th December. I was expecting my order to be delivered by 15th December.

Has anyone else experienced this? Do I need to reorder or have I reserved one for when you next have stock?

Thanks,

Katie

[Aniguise90]

It’s a waiting game to be honest.

My plan is to wait now until I get another email or anything from dpd. It’s annoying yes but let’s be fair, this year has caused issues for everyone. 

I will say that if someone ordered an Xbox through EE, can you explain what your communication was like and if you have your console yet?

Stressing will get us nowhere and CS don’t know either. Cancellations will happen since it’s contract only and 1 per customer but like others have said, it looks like they’re manually checking the orders and that takes ages.

so let’s all keep calm, not choke the phone lines and see what happens

[OliverBB]

I've just had a very useful call with CS, so thought I'd explain what was told to me.

"Winging it" emails and £10 physically taken (not pending) means you are in the first batch. Stock was allocated within the first 9 minutes from 1300hrs yesterday and they have run out of the first stock batch.

"Processed emails" should accompany a £10 pending in the bank, which means you are in the second batch. When they have more stock it will be allocated to you.

EE's stock deliverys are on Thursday, so don't expect it next week, but do expect it before 15 Dec.

For people's awareness I ordered just the PS5 (no bundle) at 0817. I had only received the "Your Order" and "Your Order XKO.." emails, but the charge was pending. After the call, she said that my order had been processed so I should have received that email, but hadn't. She was able to send the email on the phone.

As my money is pending and I have a processed email, I am in the second batch and will be allocated a PS5 from the stock they receive next Thursday.

[Beany96]

I’ve had absolutely nothing apart from the “about your order” email when I ordered. I didn’t even think to look for a order number when I ordered. 

[Rulkez]

@OliverBB Except again this flies in teh face of what others have been told. There is nothing there that you have been told that makes it any more likely than some of the other information given out by CS.

 The pending part is nonsense as well. Almost all charges will show initially as pending on banking apps if paid by card. A pending charge on an account is a request for funds from the retailer, they cannot request £10 and leave it sitting pending just until they ship the items. 

If that was what they were doing then it would be pre authorizations folk would be seeing and not pending charges.

[MikeD_89]

Can anyone with a "Winging It" email confirm that the payment has moved from processing to complete? 

According to MyEE website, my payment has gone through, but on my CC it still shows as pending.

[MikeD_89]

@Beany96 

You should really call the 0800 number, or 150.

Something is likely holding up your order.

[MikeD_89]

@Rulkez 

Pending transactions are technically in a half-way stage, and can be either fully processed by the merchant or returned to your account.

My bank says Pending but "MyEE" says complete - so I'm unsure which camp I'm sat in.

I think we will have to wait and see who is lucky on Monday!

Plenty of folks here had the "Winging it" email, so it will be easy to see if we finally caught the CS rep "in the know"!