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.

[Pedro1975]

Hi.

Me and my wife ordered on the 3rd for console and extra controller. Recieved confirmation E Mail on Saturday for delivery today but am in the same boat as you guys as DPD are saying they are still awaiting for package from EE. 

I spoke to EE this morning complaining that I had to take the day off work today to be home for the delivery. They assured me that the PS5 will be delivered today by 1800, however given DPD's status, im not too convinced it will be. I was told to call DPD in the second half of the day to chase up.

[Garry_D]

@JChinery7 @That’s why I was asking. Given its on the app already I should be in the same boat as you then 

[Garry_D]

@Pedro1975 @EE must’ve got another delivery today and will be sending them out to Dpd. Up to them if they deliver later on or wait until the morning I think.

[asma96]

The DPD app has been saying "we've received your order details, and we're expecting your parcel shortly" for the past 3 days. I received an email saying delivery is scheduled for Monday 14th (today) but parcel still not picked up by DPD. it's honestly so frustrating. I've contacted EE, was told they can't do much just have to wait 24-48 hours. wth! 

At this point just feel like cancelling the dam order.. ordering an item shouldn't be this stressful

[bjtm]

I’ve spoken to ee and they said it got sent, I then spoke to dpd and they said ee haven’t sent it,

I received my tracking number Saturday lunchtime,

there’s always tomorrow,it’s a busy time of year and I’m sure delivery companies are facing the pressure 

all I can say is I hope they get it sorted as I am sure they are trying their best 

[Pedro1975]

• @asma96 

Same as me. My wife and I got the notification on DPD app on Friday stating the same and the following day, we recieved an E Mail from EE saying that it would be delivered today.

I contacted EE this morning who told.me that my PS had already been sent to DPD for delivery but thats not reflecting the status on DPD's App. They also asked to see a copy of the E Mail that was sent to me to notify me that delivery would be today which I did forward on.

I'm really not sure who to believe at this time although I was told by EE this morning that my PS should be delivered to me by 1800 today and to chase up with DPD in the second half of the day.

It seems like this is a case of the Right hand not knowing what the Left hand is doing.

[DAshmore]

Absolutely shocking service today

I was told on Saturday my console and controller bundle would be delivered today.

On dpd they state they are waiting for my order from ee

I spoke with live chat and got escalated to a manager who said it would be 5-7 working days from the 10th when my order was processed (even though I ordered on the 3rd) meaning the 21st could be the date I receive it

The manager on live chat also said "i should consider myself lucky as they are cancelling other customers orders"

If I was told the 21st initially I wouldn't mind. But the misinformation is ridiculous 

[asma96]

@Pedro1975 

It's honestly frustrating isn't it! i took a day off work today so i can stay home and not miss the delivery. 

[asma96]

@DAshmore 

What?! they said you'll be receiving the ps5 on 21st even though you have a DPD tracking?

That's crazy!

[Roxyc92]

EE haven’t a clue what’s going on! I got given my tracking number on Saturday, upon tracking it it said the same as everyone else, they have my order details and are awaiting my parcel. 

Spoke to someone from EE this morning who told me they checked and it was at a DPD depot it just says next day delivery so I should receive tomorrow. Spoke to DPD who have advised me to contact EE again because they haven’t received my parcel! 

speaking to someone on live chat who asked for my tracking number to check and advised me I can check myself. Told him I already have and I’ve contacted DPD and they say the same thing!