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.

[LPJP]

Ordered on 19th - PS and controller - arrived today without any notice from the DPD app or via email.  Am in the North Birmingham area and our DPD deliveries usually come via Dudley Port depot. 

Had my confirmation of 'add to plan' via text on 27th and £10 taken.  Have had no emails since the one on 19th straight after the order - never had XKO number confirmed or any other texts or emails.  I did call DST a couple of times and were always helpful and reassuring.

[Martyn1986]

They have only took £10 so far but they did say it would be taken on dispatch then few days later I got message saying ps5 and ps5 bundle have been added to my account and no £10 taken yet am lost with it all I keep thinking though if it's showing on my account then surely they both must be coming 

[darrena092]

Spoke to DST on the phone again this morning.

Apparently they're out of controllers and that's why my PS+ bundle (19th) hasn't been shipped. Said about how controller bundles seem to be going out okay anyways, but all the guy could tell me was "that's what we've been told to say by the back office team".

IDK, hopefully it comes before 15th. At this point if somewhere ends up with stock between now and then, I'll just buy from them and cancel this. Can't be bothered with EE-PS5-gate.

[Jass86]

If the issue is now controllers and was never the ps+ then why did they ship to customers who ordered on the 3rd rather than the ones from the 19th and they still have the controllers for sale on there sitw for an odd on so think there still just saying anything

[darrena092]

This is exactly what I said to the guy. He didn't have an answer.

[DavidT29]

@darrena092 They had controllers on the add ons, they're lying *****! Wouldn't believe a word they say mate, were all just being shafted.

[Tweener]

@Martyn1986 I had £20 taken when the order was processed.

[KG88]

I'd have so much more respect for EE if they just came out and explained the truth of the situation. Why are specific bundles being held back? Why are they fulfilling orders from the 3rd before fulfilling all orders from the 19th. I know there is no chance in the world of this happening, but I also know that someone from EE will 100% be monitoring this thread - you need to understand how damaging this whole situation is becoming to EE's reputation.

[RMorg03]

I ordered on the 19th and haven't even had my £10 taken, I seem like the only one. I have received multiple notifications confirming I have a PS5.

Remaining patient but it's getting harder the closer we get to the 15th

[darrena092]

@KG88 For sure. I'm cancelling my main phone contract as soon as it's up in Feb and going to O2. Will cancel my other lines too once they're up for renewal.