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.

[Top8doG]

Hi, I ordered the ps5 console with extra controller,. I got the first email through confirming the order, and the £10 has been taken, but as I was applying it said something about setting up a direct debt, now I don’t pay my account by direct debt, I just ring up every month and pay via card, Iv checked the site and can’t find the ps5 order anywhere so I’d like to know if my order has gone through successfully, or do I have to set up direct debt details before the console gets moved on,. whether I’m going to have to pay my entire bills through direct debt or just the ps5, or better still will I be able to pay for the ps5 like I do my phone bill

any help on the matter would be gratefully appreciated cheers

[James_B]

Hi @Attitrax and @Top8doG,

Welcome to the EE Community. 🙂

Our Customer Care Team will be happy to check the status of your order if you get in touch.

James

[Jahjahjah90]

I I have to have a EE phone line or broadband to purchase a PS5?

[James_B]

Hi @Jahjahjah90,

Welcome to the EE Community. 🙂

Yes, you need to have a mobile account with EE to make an add to plan purchase.

Hope this helps.

James

[tr1p77]

Arrived this morning, no warning or delivery notice. Wow.

[Vnorbika]

Wow. That's  good to know, that means staying home to wait for it lol. Thanks for the update mate.

[PompeyShaun]

Mine also arrived today, no email, no text, no DPD update on the app, just turned up. Happy gaming folks hope it helped. (The note did say it was dispatched on the 4th) the day after ordering. 

[Top8doG]

Hi thank you for the reply,.. I received an update this morning telling me it’s being dispatched with DPD but thank you fir the swift offer of help

[arijitshikari]

Hello Team,,

I ordered my PlayStation 5 with Extra controller on the Friday 6/8/21 and the payment was taken out straight away and have received the confirmation order number through text and email.

Then After, I have not received anything and not had any more correspondence.

Also if they've taken the £10 doesn't that mean they've processed my order and I should have an update?

Need your support and guidance! 

[Twennte]

@arijitshikari 

Hi there,

I think it’s safe to say everybody has had this issue.

I ordered mine on Tuesday 3rd and had no dispatch email or text from DPD to say when it was arriving. It just turned up on Friday 6th.

What you could do is do a live chat through the bill section and ask about your order and they should be able to give you your tracking number for DPD as I’ve heard a few people do that.

Most likely if there hasn’t been any issues in dispatching my guess would be you get it today at some point 🤞