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.

[Rulkez]

Given what CS reps are telling folk on 150 I'm expecting a mass cancellation wave to go out soon

[Lw-90]

What have they said?

[harrrrryyy06]

See my post above

Sent from my iPhone

[SnoopZaKT1]

this is a big mess. ordered at 8:25 and thought nothing of it, got the confirmation e-mail but can't remember even thinking about looking at the order number on the website or whatever. was just happy to get the order in and that's always in the e-mail anyway.

CS chat can't help, were quite abrupt with me. have seen some people getting cancellation e-mails and I havent had that at least. guess I will wait in hope

[Tweener]

I placed my order at 8.37.

Disappointed with the 15th Dec. Fingers crossed.

[Rulkez]

Well on the last few pages alone we have had fol who have been told that they haven't received any stock at all yet, folk being told to reorder in 2 weeks, dates ranging from 15th December to 21st January etc.

I doubt EE have managed to source stock throughout the rest of the year when no other retailer in the UK has. Just be prepared for the inevitable cancellation email.

[Calumw19]

Any timeframe on an actual update from someone at EE?

[Wag11]

Yep, agreed.

There’s been too many statements from agents here that contradict each other. No more so than if your order was completed and you received an about your order email your order is in the system, as we are seeing orders are already being cancelled.

It’s the hope before the email! 

[MikeD_89]

I've spoke to a couple of advisors who have all been kind and courteous about the situation. Snippets from the text chat with my last advisor:

"if you have received an email to confirm the order has been received you are on the list of customers to get the PS5"

"The deliveries are going out from 15th December"

"if we do cancel an order we will contact you but I do not see that happening"

"You can sit back and relax, we will get that ps5 sent out to you"

Bare in mind - my order was at 8:33am

[Phloride]

I don’t know what time I ordered but got an xko number and confirmation email at 8:21am.  I upgraded my phone only 2 months ago. Called at lunch time to check if order went through as when I upgraded my phone, I didn’t get a despatch email and had to reorder.  They said they could see my order but stock had not been allocated and that I would receive a further email and have the £10 taken upon despatch.

I foolishly tried to set up a direct debit today, it wouldn’t let me presumably because my bill will be generated tomorrow.  Hopefully this doesn’t screw with my order!  No cancellation email yet so fingers crossed.