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.

[Jalan3103]

I don’t think we will hear anything tonight from DPD. I do think if they’d been dispatched then some of us would’ve received an email. 

[Dave_Mac]

I havnt

[Dave_Mac]

I upgraded a couple weeks back and I didn't get a DPD message until the morning of delivery

[Munkeymagic]

I ordered at 8.21am yesterday but had heard nothing all day so called the 0800 number and they’ve pushed the order through. I think they are getting round to them all eventually but just had so many.

I asked why they weren’t processed in the order they were placed and I was told people were just given pots to process and they did them in the order in those pots.

Sounds like all the orders were treated equally no matter when they were placed, which is the only frustrating thing for me as I was quite early in ordering so was hoping for a PS5 next week but suspect I am now towards the back of the “by Dec 15th” queue.

At least I have the email and £10 gone out now though so can enjoy my Christmas hols playing PS5! 😀

[Gpenlington]

I ordered 2 console bundles for both my kids but only had £10 taken this morning and one "winging its way to you" email.

Just got off the phone with them and was told only one of the consoles is in a 'open order' and he was able to provide me with the XKO order number. He told me I will definitely receive the PS5 and will receive another email over the next few days, but had no clue on a delivery date.

As for the other console not being fulfilled - he stated their system was overloaded and the team have had to go through orders manually and distribute orders fairly.

[Spikecast]

Finally got my £10 taken when I phoned up and the lady kindly put it through. She advised me they don't have any stock at the moment and they have a huge backlog of orders to process which they only started today. Got my order number finally and a text to confirm. Happy days. 

[Wattsy]

It sounds like if you ring they will process your order there and then. 

If not then in time or over 72hrs since the order, we should receive an email. 

[Bertie1993]

@Munkeymagic

Same here. Bit gutted

Let's hope we do get them by then and there's no stock delays 🙄🙄

[Phloride]

I called the 0800 number and the very helpful lady said my order had not gone through correctly (I had the xko number and about your order email, along with 6 emails this afternoon saying subject to checks my ps5 would arrive by 15th December).

She said it was showing as complete and that it was an open order but the payment had not been taken.  She put the payment through and I had a confirmation text and email (the one with the xko number as the subject).

I have just checked myee app and the add to plan is showing in the plan and addons section under the “fixed addons” menu.

Hopefully now just waiting for the DPD update.

[Bertie1993]

I've had all that but not showing on my ee