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.

[KyloR]

At this point I don't think it takes a genius to work out there is an issue with the PS+ codes. It's obvious to all and sundry. So EE need to come out and explain to everyone with that bundle what the issue is, when and how they expect it to be resolved and an updated delivery schedule. Do not wait until the 15th to tell us if you don't believe you can meet that target date still. It just grinds peoples gears!! 

Most of us are not impatient or unreasonable people, if you keep us in the loop we can accept it for what it is and adjust our expectations accordingly.

[JChinery7]

I spoke to a lady on live chat who said currently there currently aren’t any issues and that they are being dispatched in an order which by what most people have been saying is console only, then extra controller and then next the full bundle, but then again people seem to be getting told different things by different people!

Sent from my iPhone

[matsmad7]

@KyloR EE have made a problem with the PSN+ codes as it’s the easiest thing to get you can go to any store online or shop and get one instantly generated. A girl on the Facebook page even said she got a PS4 from ee last year and they emailed the code separately so no excuse to be fair 

[Reema772]

Ordered console + controller on 3rd at 08:20. I called ee the next day to manually process the order. 

I have received DPD notification this morning that my order will be delivered tomorrow.

[Dave888]

Hello boys and girls,I’ve been fallowing this forum since the. Day I placed my order on the 3rd of December 8:04,rang them up next day to manual process it and they took £10 but I’ve received no email that time,the only email I’ve received was at 8:04 on 3rd  with my xko number.Reading this forum was making me worried big time if we to receive it before Xmas,so I decided to ring up DST and chase for update today-it’s been 5 days since I placed the order on the 3rd,and while waiting to be connected with someone on the line DPD app notification came thru and email as well at the same time saying they will deliver tomorrow on the 9th,overall it’s very good experience with EE because if it gets here tomorrow it will only be 6 days from the 3rd,and I was panicking mad reading this forum non stop every day, if I can also understand the guys from 19th,most of you with ps+ bundles,that is not right,why don’t they send you ps5 plus controller and then email you ps+ later I don’t know,but anyways it’s been emotional rollacoster and I wish you all receive it as soon as guys,merry Christmas 

[BomagJJ]

I think it's more likely they've just opted to do the bundles in order. I doubt there's an issue with PSN codes. 

[Jass86]

Nothing against the people who ordered on the 3rd and im pleased for them but if there is a issue with ps+ theres mutiple solutions ee can do. First of all before sending out orders from there 3rd they should of contacted people from the 19th asking if they wanted to drop the ps+ wait for it a  or a way to credit ur account to buy it yourself or digitaly send u it at a later date

[KyloR]

@matsmad7 I saw that as well and tbf I can go on any number of online retailers and get a PSN code delivered to my inbox within a matter of minutes, so I too am struggling to comprehend what the issue would be but I am not an expert. This is exactly the reason why EE need to communicate with these customers what is going on and why these orders are very clearly being delayed. If it's an oversight or problem with the system allocating stock for example, fair enough, just let us know. If it's something to do with Sony issuing the codes, fair enough. If you can dispatch the console and controller and then send the code in a months time for w/e reason, just let us know. It can't be that difficult to update your customers! 

[Jaaykaay]

Contacted EE and tried to raise a complaint for the amount of people who ordered on 3rd now getting delivery updates and us from 19th are still waiting even an update. Was told that deliveries would START from 15th which I claimed is an outright lie considering people have theirs already and are still receiving them. Was then connected to supervisor who tried to tell me the same thing which I then proved wrong. Connected to complaints team and the person thought telling me once again I would get it by 15th was an appropriate response. Well I’m sorry I’ve been patient up till now but now people who ordered after me are getting there’s that is the final straw. Fair enough to those who ordered 3rd getting theirs already good for yous I wish I’d ordered on that date now but to still be told “first come first served” and before 15th and then oh start on 15th it’s a complete joke. It’s fierce how bad EE communication is! I’ve now been told to raise this will ombudsman 

[jimisere]

Hi All

been looking through this thread since ordering the PS5 (with additional controller on 03rd Dec) Just received notification that it will be arriving tomorrow

Just a heads up  for all who are still waiting!