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

Christopher_G
EE Community Support Team

Playstation 5 - Launch Post - Social.png

 

**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

 

order confirmation page.jpg

 

You will also get an email about your order which will look like the below

 

 

order confirmation email.jpg

 


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.

 

7,452 REPLIES 7,452
Christopher_G
EE Community Support Team

Hi all.

 

We know that a lot of you are interested in PS5 delivery status.


We’re pleased to confirm that PS5s have already started to be sent out, and we’re on track for all orders to be with customers by 15 December.


We worked hard to be able to offer our customers a unique way to spread the cost of the PS5 over 11 months, with EE Add to Plan. Please bear with us a little longer, and we hope you enjoy next gen gaming when yours arrives.

 

Chris

JChinery7
Established Contributor
Established Contributor

@Christopher_G Thank for the response, that is good news, but is there any particular reason that PS+ bundles haven’t been sent yet or are they literally just going through them in bundle order? 
thanks

@Ignition i asked this very same question yesterday. The advisor told me that the codes are sent by email, when asked why they couldnt send out our console and controller first she replied that because they are a bundle we have to receive them all on the same day. Not sure how true this is, i think the advisors are just telling us anything now.

Hi Jon,

 

Probably in the same boat as @Hilary2407; but could we be advised on delivery info? As quite a few here on the forum whether they ordered on the 3rd (myself) but more importantly the people who ordered on the 19th (they have been waiting for some time). Just want some clarity is all.

 

Cheers in advance!

Hi,just a quick update to you all guys,received my ps5+ controller bundle today at 8am,yesterday people were saying they are badly packaged,just to update on that I’ll attach some pictures but my ps5 was packed brilliantly in a cardboard box etc,by the look of it it’s been packed in factory-definitely not really or do packed it because it even says Sony entertainment on that cardboard box,so I think psn bundles not been sent out yet from Sony but I’m sure it will be maybe even today,anyways it’s been emotional ,good luck to you all guys!and thanks EE for the brilliant service!

6FEDCF72-6DD8-4FFC-955B-BB3FB83BF774.jpeg

EFA1C06E-FF9A-4705-816A-C41DEEEECDED.jpeg

 

Jass86
Established Contributor
Established Contributor

Wonder if we will start to see any movement then in the next 2 days? @Christopher_G do you know if we get the ps+ as a card or as email with the digital code?

@Christopher_G

 

Hi Chris, quite a vague and generic statement there especially considering the lack of moderator interaction in 300+ pages of posts.

 

I'm a 19th PS+ and additional controller order. Like many others I am keen to find out the thought process on the allocation and delivery of orders?

 

I was happy to remain quiet and wait out for the 15th despite EE changing tune in respect of Sim Only orders and people ordering the other two bundles getting their's delivered despite ordering later in the day. 

 

However, to start sending out consoles to those who ordered on December 3rd is frustrating and would suggest there's a hold up with the PS+ codes (a surprise in itself as you'd think these are very easy to get hold of). A clear and concise update from anyone on EE's end would've eased concerns but there seems to be nothing from the social media team with both the live chat/digital sales teams giving mixed messages.

 

Looking at the past two weeks most of us 19th PS+ bundle orders have realised you start sending them out on a Thursday so should today be the day we finally get an update? If not you're going to have an influx of frustrated customers desparate for clarity.

 

Kind regards 

How do I go about ordering one 

@Jon_K @Christopher_G 

Also been waiting and told various stories.
from it's been picked, it's ready to be shipped, to its not on the system or it's now an open order and many more stories.

Can you pm me with the real deal?

 

Thanks.

 

Simon

How are you getting through to live chat? Every option i try says "live chat can't help with this"