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.

[MgN_Rose]

Well got through on the phone and the £10 was taken out during the wait and it was confirmed to have gone through 🙂 just wanna say thanks to EE for making this mostly painless just having to deal with the system playing catch up. Hope everyone else gets there orders too 

[Cid90]

Tried that 0800 number and was smooth sailing. Xko number and processed.

Whew.

[Lee2906]

Has anyone that has phoned up and processed a payment had a tracking number yet for delivery? any idea when is the earliest anyone will start to get them delivered?

[MikeD_89]

@jayne25871 

Not getting your XK number is perfectly fine.

It looks as though a lot of people orders were processed manually, and the emails going out didn't have the XK number.

I was told by the rep not to worry about this. 

[Dodgy_Geezer]

I have a feeling DPD emails won't arrive until Sunday evening or Monday now as they normally send out their emails 24 hours before delivery, could be wrong but that's my experience in the past with them.

Either way, they're in the system and it's not really in EE's hands once DPD have the devices, I agree with others, I think EE have done a cracking job in managing this process, credit where credit is due.

[MikeD_89]

@Lee2906 

So far, no-one has had a tracking number.

Thats the big thing we're all waiting for, to see who is in the first batch.

[Cbeach]

For those sim only customers. I just had the money taken from my bank and an email to say the order has been processed and I've been allocated stock. This was without phoning EE and puahing through the eligibility check. I'm on sim only. This is obviously being decided on a case by case basis, as I've seen others denied. Good luck. 

[Bertie1993]

The email said you've been allocated stock?

[MikeD_89]

@Cbeach 

Could you share the part of your email where it says you were allocated stock?

(Removing all the personal bits if thats applicable)

[WFrederick]

I had payment taken first thing this morning but no emails whatsoever, which I know has happened with a few people.

Just called up again, the rep couldn't get through to the digital sales team but she did confirm for me that she can see the PS5 bundle against my account now as an "open order" which means stock has been assigned to me and is waiting for DPD to pick it up. She also confirmed that when upfront payment is taken that generally means the order is processed and being shipped.

Weird that I (and others) never got any emails, but she did say that due to the sheer volume of orders being manually processed some emails might be getting jammed in the system or not sent. Hopefully that puts some of our minds at rest. I got my order in within 2 mins of the PS5 going on sale so fingers crossed for delivery Monday/Tuesday.