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.

[MikeD_89]

@Runaui 

Honestly that's the best case scenario.

If your PS5 got shipped to someone else who ordered an hour and a half after you, and you still have to wait till the 15th of December, just because EE are the only company without controllers - that's the worry

[Ashmc]

I said this to the agent , he said your order will stay as open order now as one of  your item is oos ..... couldn’t write it I swear 

[DanIndeed]

The thing is, they aren’t going to just leave a warehouse with stock waiting for the out of stock items to make them up. 

They’re going to ship it to customers who don’t need the extra items. It’s not logical to keep a warehouse with stock when they can close orders. 

[Runaui]

@MikeD_89 , @DanIndeed 

Best part about those scenarios with EEs currently communication idea, we would never even know!

I know it's bad that Sim Only people could even place an order, but as someone who read the terms and made the order it's incredibly frustrating they're getting their item before I am. 

Enjoy your consoles people who got them.

[Lumleyhtc]

To not even get a email to let us know what's happening is an absolute joke they can see what were saying too

[Jhil-90]

As far as I was told by digital sales this evening got a very lovely lady on phone. She told me my order is all their they are just waiting on tracking (dpd)  which I should recieve in next few days. Mine is bundle with extra controller 

[MikeD_89]

Lets just hope our bundles are waiting till tomorrow, when they have time to pack them.

From the sounds of things the PS5's came straight off the Sony shipment and straight to DPD. Give them the benefit of the doubt, in that our bundle orders are not just "stick a label on and ship".

Who knows - they could all be getting packed now, and the controllers are listed out of stock because they are all allocated to us.

We literally are having to make guesses here based on the combined knowledge of 6 different CS representatives, some of whom didn't even know consoles were being shipped out. 

[Lumleyhtc]

@Jhil-90  have you have any emails or anything on dpd 

[Jhil-90]

@Lumleyhtc I'm bundle with just extra controller and no emails or notifications from dpd yet but she did say most likely next few days but she did state to me its there and just waiting on tracking. This was digital sales not customer service. Not feeling 100% positive but taking what she said at face value and will update here if I get anything over weekend. 

[MikeD_89]

@Jhil-90 

I got told basically the exact same thing.

Its a small good sign, although eclipsed by other people being done with this whole process