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.

[Briff]

I ordered through a glitch, but I got an email to call them the other day and called them on Wednesday, they said they'll check the warehouse for me and I got an email saying it had been processed and I should get it by 15th. I hope so! 

[Jordo]

Interestingly enough I haven't received a text from DPD though which is what I usually look out for

[Britisheagle]

Everyone who received DPD update, did you get the text messages this week?

[Aniguise90]

PS5/Controller/PS+, ordered 8:22am on the 19th (before anyone asks)

We all need to calm down. Everyone here is an adult right? So we shouldn’t be sniping at each other like kids on a playground. Yes, I’m annoyed that my order hasn’t come through yet. Yes, EE have messed up but all correspondence has said BEFORE the 15th or BY the 15th.

EE should be more upfront with us and should be more clear but Sony are still building the consoles because they underestimated demand. 

For all the PS+ bundle holders, I’m reasonably confident ours will be sent next week at around this time. If not, the latest I’m willing to give them is until Monday the 14th (for delivery on the 15th) If nothing by then, we have every right to complain to higher ups and take it to regulators and social media. 

For everyone that ordered yesterday, I’m sorry guys but my gut feeling is you won’t be getting them until the week after at the very least. The sheer number of orders EE are dealing with and it taking 3+ weeks to send out previous orders should tell you that. 

In the meantime, we need to stop calling in since it’s getting us nowhere. We need to have a little more patience and if you are banking on this being a Christmas present for the kids, just lie. Say that Santa is getting it from Sony and they’re still building the machines. I’m confident that everyone who has paid and had the xko number will get one, we just have to wait.

[Sazzleroberts]

So is it just console and additional controller today?

[seanbishop84]

Does anyone have the digital sales team contact number I can call regarding my order. Placed early on the 19th Nov for PS5 plus controller. Got a XKO number and email when placed order. Heard nothing until last friday when ee emailed to say to call. Called and they updated the payment info and had another email to confirm order. 

Had nothing since and want to check the status of the order. Thanks in advance. 

[BigH84]

When did you order i did at 8.05 yesterday morning psn and controller bundle

[KITYY4KITS]

@Aniguise90 guessing you don't have kids... 

[BomagJJ]

@Sazzleroberts appears so. The only hope ps+ bundle peeps have is that we'll get our notifications later but that's unlikely 

[Ashmc]

This may help 

order 8:21 19th 

ps5 + controller 

no text from  ee or dd today or email 

I have the DPD app where I got a alert saying they are collecting my parcel today 

I’ve  had no information from ee or DPD apart form a text from ee saying your order will be there before 19th  the other day