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.

[Jules1270]

Here’s hoping for news from EE today, but won’t hold my breath.

Sent from my iPad

[Sazzleroberts]

@tdeelab sorry for late reply.

As far as he is aware the stock was meant to come yesterday but there was a delay - he is not sure if it means a delay to dispatch them or delayed as they haven't received them ?

He was advised today that ee will not be putting it back in to add on till at least mid to end January

However there's a team meeting today so could potentially be about ps5

[Britisheagle]

Hi @pittster2020 

Understand what you mean and much like you I am not going to get upset until the 15th has been an gone, but people are getting their "knickers in a twist" because EE promised regular weekly updates which we are yet to receive.

To many this is concerning and understandably so.

[Spuddy1986]

Exactly the same happened to me, I paid my deposit and got my order number then thought i would remain quiet in the hope this all came through.

Then yesterday usual mobile bill day and they refunded my deposit from my usual contract price, I contacted CS and asked whats going on ?

I was told my order is still open and providing Sony provide ee with the promised stock then I would receive my order on time. I asked what about the order confirmation email that says I will receive by 15th, and the above was repeated. I was then asked if I wanted to cancel my order, to which I politely replied I would not be checking on my order status to then cancel would I ?

Really frustrating to be fair, and given that deposits are being returned does not bode well, just to really hammer home ee, I bough a lgcx in anticipation for this console, so there an unnecessary £1300 spent, and I guess my children will just be happy with a pointless TV for Christmas ? 

There would be less frustration if you just told us something and we can't then spend most of our time catastrophising about our orders ?

Please say something today ee !!

[Joshboy781]

Hey @Spuddy1986!, are you sim only or contract?, just out of curiosity

[Spuddy1986]

@Joshboy781 contract for galaxy fold, ee are already happy to get 104 a month from me without the order of this PS5

[Jules1270]

It’s normal for the £10 upfront to show on your next bill, so don’t worry, I had this said to me via The digital team the other day after I queried the same.

Sent from my iPad

[Tiler77]

Well said spuddy1986

The silence from ee makes u think they've cocked up major. I mean how can they advertise in stock £10 took when shipped. Weekly updates Sim only orders took then cancelled. I know a lot of folk are saying yes but the b4 15th date is stated. But if instock why does it take a month for delivery. Plus when all orders went in they changed it to £10 took for prossessed...

People getting conflicting stories of cs

Any way rant over have a good wk end folks😁

[Sazzleroberts]

The silence from ee does concern me and also that concerns me is other companies who said mid to December are starting to get there orders.

However I'm not going to call up any more until the 16th if I haven't got one.

I know all companies are different and I know that stock is an issue everywhere. However as others have said - an update hear and there would be great - even if its to say stock is delayed.

[Sazzleroberts]

@Tiler77 exactly! 

They should have put pressure order.

When I called after order and they said it was a pre order I was shocked. And I asked how can they sell something that they actually haven't got any in stock ?! 

Not overly sure what bt customer service has been like with all but my neighbour has ordered one from them and the advisor said to him yesterday aim for the 19th December latest- but she's been kept in the dark too