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.

[Lumleyhtc]

That doesn't seem true yesterday everyone that ordered at 10am got one 

[Medi05]

@GIVEMEPS5 See all this conflicting information is so frustrating. This is why people are annoyed and they have every right to be. I have never had a problem with EE, infact i think they are usually brilliant, the best customer service out of any big corporations. I am 100% satisfied with them over the years however this is the first time i have been disappointed, the lack of real solid info in a formal statement, the overwhelming misinformation they have told everyone individually. It is just so unprofessional. Very suprised at EE for this

[WFrederick]

@Sazzleroberts 

She said if you ordered before 8.45 you were guaranteed a PS5, but not guaranteed to be in the first dispatch. 

Given that people who have ordered up to 10 have been getting theirs shipped I wouldn’t worry too much about that - the point she was really trying to hammer home is that there just isn’t any order to who’s gets shipped before who’s.

[pittster2020]

This thread is Chinese whispers at its best! Think I'm going to have to give it a wife berth for a while as the conflicting stories are so stressful!

No criticism of anyone here just my own personal mental health 🤣🤣

[GIVEMEPS5]

@Medi05  makes absolutely no sense how EE have handled this. I agree they are usually brilliant but have been dreadful with this. Someone at EE knows exactly what is happening with the consoles they just can’t manage to communicate this to their own staff who could then in turn let us know what is actually happening.

EE clearly don’t care too much about the time of their CS staff. Would have saved 1000’s of calls to them over the last week had they been more transparent about what’s actually happening.

[Gracesmummy]

Just a update on my order - I managed to speak with a brilliant advisor yesterday in upgrades Michael Denton and he apologised for all the incorrect information and spoke with digital sales who advised that my bundle was a open sales order and he has called me this morning to confirm it is still open but will check once a hour during his shift today and ring me once it has moved forward. So I am assuming that they are starting to dispatch the bundles this weekend or at least get them ready for dispatch on Monday. So if anyone is lucky enough to speak to Michael be nice to him he really has gone above and beyond for me and even gave me his work email address. So there not all just trying to fob us off and there are genuine employees that want to help. 

[WFrederick]

@Gracesmummy Sounds like that matches up with what the DST said to me 20 minutes ago. Please let us know when you hear! 🙂

[Medi05]

@GIVEMEPS5 Yup fully agree, it would of saved so many wasted phone calls. Even now they still haven't officially, they obviously don’t mind people constantly rining and clogging up their phone lines 🤷‍♂️ In my opinion there are 3 types of CS representatives, there are those that genuinely know of have looked into it so they are clued up, then there are those that don’t know but are just guessing based on how orders usually ship with non ps5 items. Then i think there is one more type that just tells you what you want to hear so they get good feedback from you regardless of the facts. The question is who has the legit info and it is still not 100% clear

[Charlotteyyy]

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I really feel for the cs staff, I know we’re frustrated but they’re only giving us the information they have been given, it’s a higher up problem really.

[GIVEMEPS5]

@Gracesmummythats great he’s done that for you. Can you please update the forum if he does get back to you today to let you know your bundle has been picked/despatched?