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.

[Ryanfrfc1994]

I’ve been told that it’s packed and waiting on pick by DPD.

not sure how much I believe them though, EE said they would said me and update even though I didn’t ask and I never received one

[Charlotteyyy]

I’ve been told so many different things right now I don’t know what to believe. I was told expect a text in 48 hours and that my order is processing now rather than open so means it’s in the warehouse, but people have been told there’s no controllers. I would be more than happy if they said “controllers are out of stock, expected in this date and expect to ship at this date”, I was happy with the 15th December, it’s just the clarity of the situation I want. I commented on social media posts as they have the cheek to link this thread for those with ps5 questions yet they can’t actually post on the thread to give some information. 

[Jules1270]

so annoyed with DPD rescheduled my delivery for today on Friday night and it’s been in depot since early hours yesterday, now it’s not coming until tomorrow due to some sort of delay just worried it’s gonna go missing 😢

[GIVEMEPS5]

Just out of interest anyone now how to contact the live chat? They seem to be the only people other than digital sales who will look into individual orders and if others have been told there orders are now processing or waiting on DPD collection, I wouldn’t mind trying to get an update on my order

[BomagJJ]

@Ryanfrfc1994 did they tell you this this morning? 

[MESSBAND]

@Jules1270 I would be too with what happened on release day with Amazon. 

So far I always had a good experience with DPD and the driver we have delivering things to us is very friendly and delivers super early so I am hoping once it is my turn I will get it early morning 🙂

If you worried it is sometimes possible to go and collect from depot, you could try contacting them and arranging collection from depot. 

[Jules1270]

Won’t let me collect from depot according to the app, but never had issues with DPD before as had other high value items delivered many times from them, so probably worrying unnecessarily.

Sent from my iPad

[noxidneb]

Get the DPD app and sign in use the same details as you used for EE (email and phone number)

That gets the alert that something is awaiting collection for you before EE tell you.

Get Outlook for iOS

[Ryanfrfc1994]

@BomagJJ 

They told me this on Friday at 12 but haven’t heard anything since then

[Tiler77]

Well went on chat again and they said after 15th..i said thats a lie as my prossessed email order clearly states b4 15th. I told them we customers have had no updates. She said do you want me to pass it onto complaints.i said ee give different outcomes to different customers ie phone chat twitter etc

.all i can take from all this ee radio silence is there's definitely no stock and you won't be getting any dpd ee txts emails etc. So don't hold your breath to get one b4 the 15th. I even said when ordered to add on it said instock. I will pass it onto complaints they said. So i just said goodbye....