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.

[KG88]

@L871 exactly the same.

I don't mind when it arrives - but don't make false promises of delivery dates. Especially as people may have made specific arrangements to receive the delivery.

It's quite obviously not going to arrive today DESPITE a direct email from EE stating "We WILL delivery your parcel on the 11th"

[DavidT29]

Don't you just hate it when a dpd van parks outside your house but then goes across the road to some else's 😂😂 

[jennpetal89]

@L871  mine has gone exactly the same so doubt it be here now until monday 😞 gutted 

[darrena092]

It's incredibly frustrating that they make next day delivery promises that they have no intention of keeping. I've put in a complaint about it but I know it was most likely a waste of time.

[Ricardo2511]

Placed my order on the 3rd received email on the 5th saying it’s winging it’s way to me. Spoke to multiple agents since, the last one was yesterday saying it’s been processed and waiting collection from DPD. Now today I’m being told my order was placed on the 7th and it won’t be dispatched until after the 15th 😂

Shambles. 

[Roxyc92]

After speaking to someone on chat yesterday who told me they had to allocate my order and then it will be shipped. I contacted online chat again today to be told it’s been sent to DPD and I should receive tracking number within 24hrs. 
I won’t believe it until I receive it! I don’t think they have a clue what’s going on tbh. It’s still not been added to my add ons and I haven’t received any other emails from EE other than one with order number and another to say it’ll be here by the 15th! 

[Ignition]

Got an email last night from EE to tell me my order had been sent to DPD for delivery today, and got a tracking number but when i input the tracking number on the app it says DPD are still waiting to receive the package

Not sure what's going on, just continuing with the waiting game.

[Teemeans]

@Ignition the parcel hasn’t arrived with them yet mines took 24 hours so probs won’t get for till weekend 

[Aphideous91]

It's happened to loads of people unfortunately. Some got the very same email on the 9th promising delivery on the 10th and the app STILL says DPD are waiting for the parcel. DPD blame EE for not sending... EE just say it'll be here by the 15th but why send the email promising the 10th if that was the case?

[Teemeans]

Stop fretting about it not being added to plan that doesn’t happen till it’s shipped !