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]

@matsmad7  i agree the code should not even be an issue

[Nickwba250485]

My ps5 + controller has been delivered this morning, had no email or text to say it would be coming, luckily next door have taken delivery for me as we are both at work. Didnt even show on the dpd app, so people may randomly receive there's too with any luck.

[Dave888]

I understand what you saying but if you’ve been give a date by 15th of December there is nothing you or any of us do before that date I’m afraid.And hopefully everyone’s PlayStations gonna turn up before that date.

[Briff]

Yeah it's really not fair that everyone who ordered a PS5 + controller are getting deliveries before us, and when you contact live chat or DS to ask what's happening, most of the advisors all tell you different things! I spent the last two days staring at my phone hoping for some sort of update but nothing! People who ordered on 3rd complaining about waiting 5 days and getting a notification yet some of us have been waiting since 19th November! 

[Cwkcunny]

I emailed the CEO last night as I think this could all be solved by some better comms.

I can appreciate if you are concerned about stock levels and you ordered a PSN bundle on the 19th. When you see all the other stock coming out and you think will they run out before mine (Add that to having not tried at other drops ) then understandably thats concerning.

Will let you know if/when I get a response.

[cnesbitt12]

Hi,

I paid the £10 upfront fee for the PS5 and I have just noticed that they have taken this off my next phone bill. Is that the case? 

[Martyn1986]

I ordered on the 19th a ps5 and controller and also ps5 extra controller and ps plus and told I could only get one then they contacted me on 27th and said needed additional info and told me that both where ordered they added them to my plan and now am being told I am only getting one but it's still on my plan for both what is going on as these are Xmas presents for kids and still no delivery info this is a farce not amused at all with how it's being handled 

[Tweener]

Both my consoles have arrived at the neighbours today just in time for my little man's birthday.

Thanks EE and you guys!

[JChinery7]

I think the one per person it’s just to make it fairer for everyone to have a better chance of getting one, especially with all the issues other retailers have had with the scalpers.

Sent from my iPhone

[Martyn1986]

I get that completely it's the fact they said I couldn't get two then said I could and now are saying I can't it's a bit unfair as I was trying to get one elsewhere so I had both then stopped looking because they said I was getting both now am pretty much screwed