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.

[AverageMom90]

Couldn’t edit my post from before but these texts were sent manually by an EE colleague on Sunday evening whilst I was on a chat with them it came from a  ‘EE’ number  And just looks like they copied and pasted the second message as I said I didn’t receive the first one then got them both together @Christopher_G 

[Jayceejane]

I think the lack of update and also changing their terms which is frustrating. I got the original email when I ordered and then another on the 22nd. Which in the grand scheme of things isn't much communication at all.

Changing the terms of the £10 also as they first stated that this meant your order was dispatched to now its being processed. The stock was showing as in stock not awaiting arrival etc. It'd be good if EE could go that one step extra to at least let us know when their stock will actually be arriving - this would probably stop people calling and give people a rough idea of when they can expect theirs to arrive. Hopefully we will all receive our goods before the 15th because over three weeks after release is a bit of a joke. 

[Kthistle]

My £10 still hasn’t been taken so I’m guessing I won’t be getting one? Nothing on my EE either. 

[Christopher_G]

Deliveries are expected by December 15th. If, for any reason, your delivery will take longer than this we'll keep you informed by email.   
 

Chris

[Pase]

The £10 is no longer showing up on my AMEX account (pending or completed transactions). I do have the 'Your PS5 order' email that was sent out after 5-6 emails that mentioned eligibility checks. Not sure what is going on. 

[thefraggle79]

@Christopher_G I'm very sure I won't get a reply from you in this but I think you guys need to understand that messages like this address just pouring petrol on the fire of annoyance with EE and their lack of clarification.

[presleyys]

The £10 is still showing up on my AMEX card not sure if it will go like yours but it did go into completed transactions on the Sunday. Did yours go into the completed transactions?

[Pase]

No, it never made it in to the completed transactions queue. The fact it has disappeared is concerning. 

[presleyys]

Thats strange Im not sure why it would have gone like that. Never had that happen to a transaction before.

[Pase]

My only regret (like other's on this forum) is that I did not bother with Amazon or other retailers after this order was placed at 08:25 AM on Thursday.