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.

[seanhicks]

A delivery company isn't just going to turn up at a warehouse and take all
the stock thats packaged ready to go without being told to collect it by a
huge multi million pound company 🤔😂😂

[cdaws2001]

Nothing surprises me anymore all due fairness, people keep saying oh but Atleast you’ve secured a console this and that stop moaning but here we are like a bunch of mugs still waiting for our consoles whilst you’ve got gary with his £8 a month simo probably getting ripped to shreds on call of duty, not a single update at all from ee as stated, they full well check this forum everyday like each and every single one of us, just put up a chat transript and see what happens😂 pathetic! Anyway rant over starting to sound like a karen😂 sorry guys 

[Ashmc]

The ps5 are not at ee there are at DPD ! 

DPD  are sorting and sending out the ps5 stock not ee . A agent on the phone reported they was sent by mistake .

a member posted it on here few pages back to see 

[Jamesdarlo]

The range of emotions in this forum are insane, from unbridled optimism to heavy negativity. As far as I'm concerned I'll get my PS5 before the 15th and I'm happy to wait but I'd just like a little more communication on it all. 

[cdaws2001]

Exactly just a little bit of info that we can actually hold on to would be nice, even if it’s “stock has arrived we’re storing through your orders as we speak” or “were awaiting this or that” but absolute nothing

[StefanWolves]

So disheartening to see people get PS5s that ordered at 10am yet those of us with bundles nothing. Very customers who ordered controller bundles are getting theirs today. 

really not a good look from EE, but it is what it is

[cdaws2001]

I’ve tried to remain positive and helpful throughout this whole thing but it’s just got to a point now where not even getting an update after knowing full well they’ve just delivered a batch of consoles is a fcking joke

[seanbishop84]

DPD will not have the PS5's in there warehouse. They are held by the company selling them (in this case EE). DPD are the courier used to deliver goods for companies they do not hold the stock they deliver before hand. A shipping label would of been produced by EE and then put on the product who then hand it to DPD to deliver. 

[mpc_85]

Right, I’m attempting to post this again after my original was either blocked or deleted by a moderator.

Guys, just give it up. Over the course of the weekend, I spent three hours on the phone to a Supervisor in Customer Experience by the name of Troy, followed by a member of the Executive Complaints Team by the name of Lynn.

in short, I have been informed that there is no more stock of the PlayStation 5 and that further orders will be fulfilled when the next wave hits the warehouse, likely to be this Thursday.

I have queried why orders have been fulfilled in a sporadic order as opposed to going by date/time, stating that I deduced this from the forum however, the response received was that the information wasn’t accurate and that members of the forum are being less than truthful. I know this not to be the case but interesting that representatives of EE are doing all they can to bury their heads in the sand.

I have queried why bundles haven’t been fulfilled and been told that Sony have created bundles that are specific to EE and that the items fulfilled must be singular units. Interesting that there was acknowledgment of units being fulfilled despite being told members of the forum are being less than truthful. Also interesting that EE believe they are receiving a specially made bundle when no other retailer worldwide has. Another example of masking what is really happening.

My call was ended with the representative simply repeating that there is no more stock and that no further orders will be fulfilled.

For all those waiting for their console, I’m sorry to be the bearer of bad news. I’m a bundle customer, waiting like the vast majority of you. I too have a sour taste in my mouth from the constant moving of the goalposts and lack of clarity but seemingly, there is absolutely nothing can do and no amount of posts on this forum will get us the answers we seek.

[matsmad7]

See I spoke to DST yesterday and they passed me to someone who spoke to logistics who confirmed they have all stock and it was easier to ship out as many console only orders on Friday as possible as they had to put together the bundles as they don’t come all together they come in separate boxes so bundles need to be made. 

he said that this Thursday EE are hoping for more stock but that would be for new pre orders. But they are expecting to ship out bundles over today and tomorrow. He said at latest should expect it on the 3rd. 

problem is sooo many agents are hearing different things but when you get through to someone who does check with the right teams. So hopefully people will get more updates later today