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.

[Percymufc]

@Garry_D I have the same, received email yesterday from ee saying would be delivered today, spoke to dpd live chat they saying not received it yet and could be scanned and updated before 11 am, who knows ha....

[Roger1978]

Been watching this thread for the past few days. I ordered my ps5 + controller bundle on 3/12 and had a notification on my dpd app saying it will be delivered between 2:30-3:30 today. Im thankful that im one of the lucky few thats not had any problems

[Garry_D]

@Percymufc  I didn't even get that! Just confirmation, payment taken, and a processed email that doesn't even say it has actually been processed. Live chat seem to think DPD will have it in the next 2 days though so who knows.

[Jon_K]

Hi @Hilary2407.

Welcome to the community.

Have you already placed an order and are looking for delivery info, or are you looking to place an order?

Jon

[Briff]

Is anyone else waiting for their order advisor to get authorisation for a payment because your Sim-Only? I've had to explain to two advisors that it was a last-minute decision to let Sim-only be eligible and most people have had theirs already.

[hwt17]

@Jon_K @Christopher_G  we have over 6000 posts on here and you are now posting. It would good for all of us on 19th to be re assured that our orders will be prioritised. We appreciate that you say you will try and get orders to everyone by 15th Dec (if that is true we will all be very happy as its been a journey!).  But the fact we have all had no communication  about how your intend to send out orders has resulted in lots of speculation and frustration. Please can you just let us know exactly how EE intend to dispatch the outstanding items. Will these be random or those on the 19th prioritised? 

[Cwkcunny]

@Jon_K 

Hi - why have PS+ bundles been left to last to be sent out? Really no leg to stand on for any delay to those who ordered on 19th if those from 3rd have already recieved console or console and controller.

[3884reynolds]

I have been reading the posts for the past week as ordered the full package on the 3rd. It is clear that the main issue has been the pure lack of communication from ee to its customers. 

However at last someone from ee has responded on this post, everyone please use this communication constructively and let us hope the reply's are truthful and informative. 

My question is simple when are the full packages starting to roll out to your customers who have in most cases been waiting a long time whistle other customers from the 19th and 3rd have had their orders completed.    

[Rouseyhull1]

@Jon_K @Christopher_G can you also explain why customers who ordered on the 3rd have received theirs before people on the 19th and what the hold up is with the ps plus bundles? Could you also explain if we are definitely going to receive our ps plus bundles before 15th? As well as clarifying if you’re going to give us the option and send us the extra controller bundle and just email us who have been waiting since the 19th the ps plus code! We must be priority. Sorry to the guys who ordered on the 3rd but we must from the 19th with the most expensive bundle be PRIORITISED.

[Ignition]

So I don't check this forum for some time and wake up today to find out those who ordered their PS5's on 3rd December are starting to receive there's, yet I ordered mine at 8:23am on 19th November, with extra controller and PS Plus and I haven't heard a single thing in terms of it being sent to DPD. I have always said I will give it until 15th December like EE said but this is becoming beyond a joke now. 

Why don't they send us the console and extra controller, then email us our PS Plus codes when they become available if that's what is holding them up?

'First come first served' I was told, when people ordered 2 weeks after are now having there's delivered.