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.

[sparkar]

@Ljh549 

i ordered on launch day, 10:10 (my brother at 10:00)

got the ATP text on the 27th.

my brother got nothing from EE at the time. If I hadn’t told him to get the DPD app last week he wouldn’t have known to stay in. He got the DPD text and EE atp text an hour before and an hour after delivery from DPD and EE, respectively.

he got the console only. I got the console and extra controller. Total mystery 

[sparkar]

@Ljh549 I’ve also not got an email confirmation from EE, neither did he. We we hadn’t taken a photo of our XKO number we would have thought we imagined the whole thing.

if I didn’t reach out on live chat I wouldn’t know my order number. Which by the way won’t work with order tracking according to a few posts here

[Dutch357]

For everyone that ordered their ps5 on the 19th there is hope. I got my ps5 and extra controller delivered to me today by 3pm. I know it’s a very long wait but I’m sure it will come

[Ljh549]

I also ordered on the 19th (9:57am). I called on the 20th and got my payment manually processed that evening. The only contact I’ve had from EE has been the XPO/We’ve got your order initial email, and then this ATP info text this evening. That’s it, nothing else. Each time I’ve contacted over the weekend I’ve just been told it’s open. 

[astonavfc]

@Ljh549 that’s more info than me, I’ve had just the 2 emails and the one text earlier in the week. Nothing else, it’s been a terrible service!

[tdeelab]

@Ljh549 Open means they are waiting for the new batch of stock from Sony to arrive before they can allocate you one.

[Romeoak]

It’s a new week guys. Can we push this to 1000?

[darrena092]

Well, hopefully this is the week for the PS+ bundles.

Anyone else got a growing collection of PS5 games sitting on the shelf but no PS5? 😆

[Shelleyw80]

Don’t give up hope guys, my ps5 plus controller ordered at 8.30 on launch day is coming today between 10 and 11. I would have had no idea of this delivery if I hadn’t managed to get my tracking number from EE chat. It doesn’t even show on the DPD main page, only when I put the tracking number in. I have had no emails or texts either.

[Topliff91]

I ordered on 19th ps+ bundle last info i got was a txt on 1st and just tried ringing ee dst but the guy i got through to couldnt even be asked to deal with my enquiry