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.

[Shazza14]

Whats the actual issue right now? Is it just people with the 12 month ps+ that aren't receiving anything? Or is it a mix of everything?

[KG88]

@Shazza14 It seems to be 100% of PS+ bundles, and a handful of console & controller bundles from the 19th that haven't been fulfilled. Console & controller bundles from the 3rd are starting to land with people. It's just a shambles!

[Fangle75]

I've just got off the phone with CS as I hadn't heard anything since email confirmation on the 3rd with Xko number.   They said it was an open order but had been a problem with the £10.  They took it today and said I'd have the ps5 around the 15th.  I'm not expecting it to be here by then. 

[rossi92]

Been following from day 1 but first post... ordered 8:30 on 19th PS+ bundle as was the only one showing up, got all the emails, xko number, text last week saying delivery BEFORE 15th December.

This has been an absolute shambles from the get go, trying not to read this forum as much but seeing people who ordered on 3rd getting theirs now has really got to me.

I have spoken with CS and they gave me my order number that begins with 02... is this of any significance at all or just another pointless number?

[Thebatmanofbelf]

Re the CEO not caring why do so many people come on here telling everyone to calm down and saying things like the CEO won't care without any idea what they are talking about? 

As someone who manages at a senior level of course the CEO will care. The idea of over 6000 comments of which 5000 are complaints on an online forum anyone can see looks terrible for a large company like EE. 

The 15th isn't the issue and is a red herring. The issue is the lack of communication and explanation and the fact people who have ordered after have been served first. If this was a physical shop there would be a free for all by now. Saying something will be here by the 15th doesn't excuse any need for communication and the promise of weekly updates has not been upheld either.

Someone knows what's going on re the PS+ bundles and there is clearly an issue. That person needs to be held accountable. A very simple message saying what's happened would have saved 1000s of comments and restored some faith. Instead all faith is lost and this will cost EE custom. The mess up with sim only and then this have pushed thousands of loyal customers to want to leave. I certainly will never take another EE contract. 

[Thebatmanofbelf]

The 02 is your dpd number. Put it in the dpd app and it will say when its being delivered. If its being sent thas may be the first one with a ps+ i have heard of going out so could be significant 

[Shazza14]

I've ordered the ps+ so that's good news LOL 

I can't be the only one who doesn't even care for the ps+ just want the ps5. Ah out of our hands now, cheers for the reply. 

[Samjbull]

@Thebatmanofbelf The 02 number isn’t anything to do with DPD. Their tracking numbers start with 15. The 20 number is just an order number from EE so you won’t be able to put that into the DPD app to track.

[rossi92]

Yeah gave it a shot on DPD app but no dice 😕 Just another number confirming my PS5 exists somewhere collecting dust... or under someone else's xmas tree XD

[Mortalitas]

@Thebatmanofbelf getting angry about it doesn't solve the issue pal. I'm entitled to my opinion and I can more or less guarantee the CEO doesn't care. He gets paid to make the big decisions not worry about a couple of hundred people complaining, because let's face it most of the 300+ pages are the same people moaning over and over. He'll delegate it to someone who cares even less and it'll get buried.

Not taking another contract out with EE is completely your choice, so do it if you aren't happy, because realistically that's all you'll be able to do in protest.