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.

[H_R786]

I'll be making a formal complaint on 15th Dec as that will be when EE have completely f'd up. Apart from all the incorrect info correspondence has mentioned before the 15th so I expect my PS5 bundle to be with me by close of play on the 14th.

[Cooper3]

I have put in a complaint cause this is a *bleep* that people who ordered the 3rd have got there’s, I spend a fortune with them this isn’t on, one very unhappy customer and what makes it worse is the lies 

[KyloR]

If the issue is they don't know if the PSN code is included in the box, then a) why wasn't this clarified with Sony beforehand, b) how hard is it to check this with Sony now? c) I give you permission to open mine and have a look in the box.

Jesus wept...

[Briff]

Anyone else still waiting for the PS5 and additional controller bundle from 19th with no notifications or tracking number? Or just me? 

[Chuwero]

My Ps5 and controller bundle arrived today.

I can confirm they are packaged at a warehouse and mine was in a repurposed shipping box retaped up with a separate controller box in with the Ps5.

Hope the 19th full bundle guys hear something soon.

it’s been emotional. Cheerio.

[Rahul_a97]

Didn’t expect to be back on this thread - last time I was here there was only 34 pages.

I ordered the extra controller bundle on the 19th and after calling digital sales I was told that I wasn’t eligible. Didn’t realise that EE took a tenner anyway and now just had DPD knock on my door with a PS5!

Looks like they sent me an email yesterday at 13:15 but it went to my junk inbox - maybe try looking there for anyone still waiting.

[Mortalitas]

Why on earth would the CEO care? You're wasting your time with that.

If you lot don't get your PS5 before the specified date, which is still a week away I might add, then lose your sanity. As it is, calm the heck down and be patient. 

[Cwkcunny]

@Mortalitas i think its more the lack of decent comms. If the CS team say no stock and you see others getting stock you want comfort that there will be stock to meet your order. (Given how in demand the product is)

I dont expect the CEO to reply, but i expect the email to land on a table of someone senior enough to address the poor comms and help put peoples minds at ease.

[Mortalitas]

@Cwkcunny

Communication has been poor, that much is clear. But a lot of people choose to ignore the fact that the date hasn't been reached yet so EE haven't exactly broken any promises. I also get that it's disheartening if people who ordered later are receiving their console first but I imagine a lot of them are saying it to wind people up and the rest are orders that have slipped through the cracks. Can't blame customer service team for this as they are probably as in the know as the customers. I'd just wait till the 15th and put in a formal complaint if they haven't fulfilled their promise. It won't do anything though. 

[Bejore]

Yeah 19th order here extra controller and still no DPD message or anything to say it's on it's way:(