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.

[Jass86]

Well if they are waiting on more stock that aint gunna happen soon because according to few sites and gaming sites have said all 6 cargo planes hired by sony are arriving tomorrow in the states with a huge shipment. And how long will it take to fly back to china from the states reload and send them back out got be at least 3 days

[Jass86]

It does appeat therebis no stocknleft has i havent seen one person get anything from dpd about delivery today

[JChinery7]

A few people have posted saying they received messages from DPD This morning

Sent from my iPhone

[Briff]

Now I'm being told that my order is stuck in limbo because they're trying to get authorisation to put the £10 on my bill!

[Becky41]

How is anyone able to use live chat? I went through the automated questions (name etc) and it said they're unable to help and to call them instead. I have tried Facebook also and the message hasn't even sent since yesterday morning 

[MarinaXx]

Can us ps+ bundles keep checking in on here if they hear anything - I know I will if I get anything from dpd/EE I’m leaving them be until 15th 

[UwaisP123]

Just spoke to EE now and they seem to be clueless and have no sort of information ever, however they did mention that they usually get stock on Thursdays so ps plus bundles should hopefully here something tomorrow (I ordered ps plus bundle on 19th)

[TheNaz]

I've been told they are out of stock of Playstations as of last night, the last of the recent batch was sent out to DPD yesterday and waiting for the next batch on 14th. They said this will be a smaller batch and they will most likely need to send notifications soon (i think she said it'll be today) to say it will be delayed until the New Year for those affected.  

This is quite poor considering people from the 3rd have got their orders and people from 19th haven't yet. This was all terrible from the start but atleast had they kept to prioritising those waiting 20 days, it would've eased the pain.

Basically PS+ orders if your order hasn't been picked yet then it will be sent AFTER 3rd Dec PS Controller bundles are sent. They are working in order of bundles and not first come first serve...but i think we gathered this already. Anyone with PS+ order from 19th don't keep your hopes up on getting anything before the 15th. We will be lucky to get it by Xmas now.

[DannyH89]

@H_R786 Yeh, I called yesterday after finding out about some of those already having received their consoles who ordered on the 3rd. The lady within the complaints team advised she thought she knew what the problem was but offered to call me back later when she had more information. To her credit she did but she still couldn't give me much information about the whole PS+ bundle situation other than the expect to have the consoles with us by the 15th, essentially nothing we haven't already heard.

I mean she couldn't even tell me whether or not the PS+ was in the console or not and that's why we haven't received them. The bright sparks in charge of this whole scenario must have combined IQ that doesn't reach double figures. I mean:

1. There was no foresight, I am sure Sony could have confirmed this had they asked this prior to EE placing these orders.

2. They would have known this was an issue as soon as the consoles started to arrive and yet it appears they have not been pro-active enough to find out more info about this issue.

3. At the time they realised there was an issue, they could have either:

a) Offered those who ordered the PS+ bundle the choice of either waiting on the basis they cannot give any accurate information about when it may be possible to deliver this bundle, or:

b) When they knew they were getting more stock with a view to further orders being taken on the 3rd December, offering those with PS+ bundles the option of taking this stock first instead of watching us sit here in limbo and those people already receiving their PS5's.

At this point, I have zero faith in EE that the console will be delivered by the 15th as clearly they were still not sure yesterday, or the communication between departments has been just as poor has it has been with us the customers. 

This whole experience has hugely damaged what has previously been a good experience with EE and unless EE are willing to do something as compensation for there poor handling of this scenario, then I will be choosing a new provider.

[JakeWatson17]

@Jessejames I ordered mine before 8:25 on the morning of the 19th. Ive received nothing other than a text from EE saying delivery by the 15th and had no email since the week after from either EE or DPD and if I try to track my order number on EE’s website they have said that they’re unable to update me.