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.

[TheNaz]

Spoke to DPD about my order as I have a message saying they've received the details but not the parcel. They said that EE have submitted a order form but did not ask DPD to come and collect it yet. The helpful fella said he thinks it sounds as though they are short on stock and have been creating more order forms than there are products. There is nothing they can do about it as they have picked up other products from EE even today but not this one. This is probably their way of meeting their deadline of 15th December. 

This is a shambles now and any hope I had of my PS5 being in a EE warehouse is lost. I think these are all orders for products they don't have yet. 

[Teemeans]

I ordered on the 3rd and on Tuesday I received an email saying delivery for Wednesday . It didn’t even move for 24 hours till Wednesday at 3pm I got my order the next day . Stop worrying if you did get the email saying delivery today you’ll get it day after . 

[Ignition]

starting to feel like they are doing it to keep people happy, making them believe its on the way when in reality its just going to annoy people more. 

My email states I will receive it today when DPD haven't even received it themselves. Not very nice being lied to by a company you pay some of your wages to once per month

[Aphideous91]

The thing is, people have had the emails promising delivery on the 10th and DPD don't even have them yet. 

[Teemeans]

If the app says waiting to receive your parcel it’s still in the warehouse with EE  ! No big deal guys patience is needed . Yes some were told a delivery date and it still hasnt moved mines took 24 hours just to get to Hinckley . If you was told a delivery day abs it still hasn’t moved it’ll be there tomoz 

[Teemeans]

@Ignition @I understand that but your not the only ones those who received there bundles start of the week had the same thing . 

[Ignition]

@Teemeans The problem lies with the lack of communication, myself as well as a lot of others placed their order on the 19th November when the console released, for us all to then go on and see other people who ordered afterwards, get theirs before us, with no reason why from EE apart from us all playing the guessing game just because we ordered a different bundle. We would of liked a straight answer from EE about the situation and we heard nothing. Then the last day or 2 we are being given a delivery date which gets a lot of people excited and they havent even been given to the delivery company. 

[SliferSam1991]

Exactly the same situation here.  Ordered on the 3rd for PS5 and controller bundle (08:32am), and apart from the confirmation email and the £10 upfront cost being taken from my account; no further correspondence since.

Have spoken to live chat on two separate occasions of whom were unable to give me any solid information about delivery information.  The most recent interaction basically said the order is still being processed; even though I have an email that confirms quite the opposite.  Just wish that EE had a more concrete line of communication between its departments.  As there clearly seems to be a communication breakdown internally.

Just be nice to know, even some basic update information, just so as I can arrange for someone to be available when the package inevitably arrives.  I'm sure everyone wants this information too!

I am hopeful that EE will come through for us all on the 15th; from reading previous posts and interactions with EE staff that the community has had. Especially for those who have been waiting since the 19th! You guys must have tested (if not strained) levels of patience right now!

Here's to hoping guys! 

[JChinery7]

@Ignition My guess would be that the emails are automated once the package is packed and scanned and normally EE do operate on using next day delivery for everything.

it’s probably in a queue of stuff all waiting to be collected from the warehouse because not only are they having to send there usual phones and broadband and other add on packages they now have 15,000+ consoles to do as well. It’s literally just having patience but I do agree EEs communication could have been much better especially in this forum to which we had one reply from EE.

[Br15]

Just spoke to EE digital department and they said my order is in their warehouse and waiting to be picked up. Not sure what live chat were on about saying out of stock. Also said dpd having problems with their system so sending out wrong info to people.