Have you ordered a PS5? Here's what to expect

Christopher_G · ‎19-11-2020

**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.

Blze · ‎21-11-2020

I didn't get the winging it email and £10 still pending in bank, EE app says the payment went through. Spoke to CS and they gave me my order number and said that it looks like my order could be despatched on the 24th. Ordered on the 19th,8:23 AM,PS5 with additional controller.

Kieran1743 · ‎21-11-2020

I just live chatted someone again and was told they won’t be delivered till after the 15th, there is a chance it will come before then but highly unlikely 🤷🏼‍♂️

SB93 · ‎21-11-2020

Okay so I placed my order at 8.36 got an email confirmation followed by 5 further emails the next day. Also received an email saying there was a discrepancy and I needed to call them. Called them today and she took the tenner and completed the order and said that’s all done - latest I’ll receive is 15th December. I’d assume it’s before that but hope this helps anyone else.

Aliciayapp · ‎21-11-2020

@Ykhan7

I've just rang ee he could see my bill he said when I have received my ps5 the £10 will be added on to that bill so it balances itself out which I thought anyway, he could see my order but it is classed as an open order because they haven't got the stock should be within the next 7-8 days just happy i have one

Lumleyhtc · ‎21-11-2020

Dont listen to live chat... I've spoken to three different digital sales team members today to see if I get mixed messages and heres what I got..

Hello i was just wondering if I could get an update on my order.. I have the winging email that was last update can you give me a rough update all 3 of them said the following

Your order is secured and confirmed theres no need to worry. WORST case scenario you will receive your PS5 By the 15th DECEMBER.

Please this was confirmed on three different phone calls asking the same question.

I think there telling people different depending on how far you are down the list.

It clearly doesn't matter what time you ordered it seems like last orders are top of the pile as they done them manually. There getting the orders out as fast as they can.

Fillipesosa · ‎21-11-2020

Looks like everyone has different information tbh, No one will know who's in the first batch until next week when people start getting the DPD text messages.

ChewyClegNuts · ‎21-11-2020

I think I deserve a PS5 for free to be honest 😂🖕.

I haven’t paid the £10 and it isn’t showing as pending out of my account either for some reason. However I had the confirmation email followed by another email saying to expect it by the 15th. Then yesterday I got another email saying there was a discrepancy with the order number. Spoke with ee today order is all confirmed and processed and will be with me before the 15th of December have an email confirming this.

Some of you need to get rid of your impulsive traits and stop making so many calls to ee if you get one you get one if you don’t you don’t. It’s a £450 console with ZERO exclusive launch games, every game you can play on the PS5 right now can be played on a PS4!

Good luck to all you guys with patience!