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.

[MitchK92]

Been lurking since page 1 but never poster.

I think people are just annoyed at the lack of clear communication from EE and the fact that certain goalposts have been shifted after orders went through. Although I do agree unless told otherwise there is no reason to complain until the 16th, but I do understand why people are annoyed.

I actually managed to order two PS5's one from EE (going to a friend at retail price) at 8:20 which I am still waiting on and one from another retailer which I received on the 20th - I think things like this haven't helped where other firms have been able to fulfil orders more efficiently.

N.B. It is worth the wait!!!

[MrMuscle1]

It said by the 15th December unless you can prove otherwise, fair enough some customer have already got it from EE hence why they said well all have ours BY THE 15th DECEMBER, there’s probably tens of thousands of customers who have ordered from EE, I get the frustration but complaining on here about it everyday isnt going to get the console to you any quicker

[GIVEMEPS5]

@benebden Can you let us know what they say when you do get through? Starting to think EE are taking *bleep*. Why sell more when you can’t supply those who have been waiting 2 weeks for their orders. Shocking customer service imo 

[benebden]

Ben, thanks for being on the chat.  It will be available on 15th December. You don't have to run after the order for I am keeping a close eye on the order and also I have done for you is I have waived off the delivery charges for you so you don't have to pay for it.

Delivery charges?

[GIVEMEPS5]

@benebden was that message from live chat ? They are absolutely clueless. The digital sales team are the only ones who have any actual info regarding ps5 orders 

[Rambozani]

Hi I have not received the second email you have shown , what does that mean? Will I get later ? Is my order not confirmed till I get both emails ?

[benebden]

@GIVEMEPS5 It was live chat yes - I was on hold to DS for half hour and gave up

[Luemr]

@benebden ee don't charge delivery for online orders just ones other the phone?

[Luemr]

@Rambozani the second email is sent after your order is processed by ee internally. This takes up 24hrs (but in practice sometimes even longer)

[JakeWatson17]

I didn’t receive my second email for 3 days, only just got a text this week informing me that I would have my console by the 15th at the latest.