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.

[MarinaXx]

IF they weren’t furfilling our order by the 15th we would of heard from them not someone on a forum. 

[Shazza14]

You have to laugh at this point, **bleep** em all, what will be will be. 

[Jakepne]

@MarinaXx Why on earth would we hear anything from EE.

it been almost 3 weeks since most of us placed our orders and haven’t heard a thing from them apart from a generic mass text that everyone received, some of whom already had their console delivered.

[JChinery7]

I would still take everything customer services is saying with a pinch of salt because it doesn’t make sense that there are so many different reasons given to different people.

Sent from my iPhone

[Blackline72]

Remember those heady days when we were supposed to get weekly updates??? 🤨

[Ps5gonewrong]

I’ve been following this page from page 1. I am a sim only order from the 19th at 10am. I purchased the controller bundle and this was the only option at the time. 

I received an instant confirmation email but had a couple follow up emails over the next week to call and clarify my order and they just wanted to understand if I am sim only. 

a week later I had another email asking to call and my order was nearly ready. This was about my payment. My original payment did not go through due to an ee known glitch. On the phone a new payment card was provided and this worked. 

this was followed by a text confirming its added to my plan, an email of the order and it being shown in the app. 

i decided to finally call ee yesterday after hearing orders from the 3rd are being dispatched as this is ethically not correct even if I was patient to wait till the 15th. 

the lady at dst was however able to give me a DPD tracking number and this was not showing in my app but was able to

be tracked manually through the website. 

it arrived this morning! None other to a random address in Wales and not my house in London. 

what a joke of an experience. Someone receiving a random ps5 in wales clearly had a very good Xmas surprise. 

[Samjbull]

Just an update as I can see a few messages saying people have had messages from DPD yesterday to confirm delivery today and had no updates on the app of its progress. I had the same message yesterday and taken delivery of mine around an hour ago. However, my app was updating accordingly. For it to update though, it has to be scanned at each stage so just wondering if it’s a case it’s not been scanned and delivery may still happen? 

It also turned up in a black bin bag. I can’t see yet if there is any damage as my sons home isolating from school and it’s his Xmas present so I’ll check later. It felt ok so fingers crossed. Nice to see EE shelling out on expensive packaging on a £495 product lol

[Badbrownbear]

Surely must be double boxed at least?? But black bag. Wow. 

[Garry_D]

For anyone who has had the processed email what does it say in it?

[Becky41]

@Garry_D 

This is what mine said -

Hi,

Thank you for placing an order for Add to Plan on your account. We have now processed your order and you can expect to receive your PlayStation 5 before 15th December 2020. We’ll keep you updated by text message on the progress of your order.


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.

Thanks
The EE team


“Check out the EE Gaming Community for all things PlayStation and the fastest answers to your questions.”