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.

[Samjbull]

I really do think every order outstanding, both 19th and 3rd will get their orders by the 15th. I totally understand how frustrating it is for the 19th buyers when some of the 3rd have/are getting theirs but have a little faith. There is quite clearly stock or people from any date wouldn’t be getting them and there is more stock due to land this weekend/start of next week with other retailers opening orders back up so I think you guys will be good. 

[lellowyedbetter]

DPD have been holding mine since Saturday. Unexpected issues etc. No scan on parcel for over 24h. Dpd say contact EE to raise investigation. EE have no idea what they’re doing, nor do dpd. It’s madness. 

[joshjulian93]

SO EVERYONE IS AWARE. I AM FILING A FORMAL COMPLAINT ALSO.

I ORDERED ON RELEASE DATE PS+ BUNDLE 8:20. NO SIGN AND TOLD THERES NO STOCK SEVERAL TIMES ON THE PHONE.

ORDERED BACK UP CONSOLE + CONTROLLER ON 3rd ON GF ACCOUNT...

DPD DELIVERING TOMORROW!!!!!!

i am happy to be receiving a console, but no chance am I happy with EE service. Lied to on the phone, telling me that everyone saying they have consoles in the forum are lying. THIS TEST CLEARLY PROVES THE LIES COMING FROM EE. 

BUNDLE CUSTOMERS HAVE BEEN DONE WRONG END OF. AS FAR AS IM CONCERNED I AM STILL WAITING FOR MY CONSOLE. 

3RD CUSTOMERS BEING PUT BEFORE 19TH. ALL PS + ORDERS WERE FIRST IN LINE AND THIS IS TERRIBLE. IMAGINE THIS HAPPENING IN A REAL STORE ?! 

FOR EVERYONE SAYING WAIT UNTIL 15TH, YOU ARE THE REASON COMPANIES GET AWAY WITH STUFF LIKE THIS. THEY COULD HAVE HELD ALL CONSOLES UNTIL THE 15TH AND IM SURE WE WOULD HAVE ALL ACCEPTED IT FOR WHAT IT IS.

POSTING CONSOLES OUT TO PEOPLE WHO ORDERED 2 WEEKS LATER IS TERRIBLE CUSTOMER SERVICE END OF!

I AM STIL FILING A COMPLAINT WITH A MANAGER AND SO SHOULD YOU IF YOU ARE A BUNDLE CUSTOMER.

MERRY XMAS EVERYONE!  

[Thebatmanofbelf]

Thats your opinion and you are entitled to it. However as someone with quite a lot of experience in complaints I suggest you are incorrect. Especially if many people contact him. He will pass it down to others to deal with but it will be highlighted at a higher level and the issue will be addressed. 

Your logic of "let's do nothing and nobody cares" is hardly worth writing a comment for and I think most people on here are fed up with people like you commenting and saying nothing or defending EE. At this stage there is no defence. They have failed the customers and lost our confidence 

[Mortalitas]

To be fair, it was worth commenting just to wind you up. I'm just being realistic, what do you expect them to do? Give you the PS5 for free and send the CEO to your house to personally apologise to you? Come on man. 

Good luck with getting your console. My one from the 3rd has just been dispatched. Due tomorrow. 

[Shazza14]

@Mortalitas us that a bundle or just on its own?

[Geeseboy1]

Lady at DS just told me the ps+ bundles are getting delivered direct from Sony. How believable that is I don't know. She said it will be delivered by 15th so fingers crossed

[Jakepne]

@Geeseboy1 Don’t believe that for a second, no other company in the world gets there bundles direct from Sony, Sony send two boxes out one for digital and one for disc that’s it, if Sony do bundles then why haven’t Sony sent the extra controller bundles aswell?

[JChinery7]

This doesn’t necessarily indicate an issue with PS+ cards though because this may literally be because they are sorting it out in bundle order rather than order times which is unfair but it may be to avoid picking mistakes.
If it was an issue you would think customer services would have all been advised instead of having different reasons given with each call. First it was ps+ then it was no controllers then it was lack of staff and lack of delivery drivers.

Sent from my iPhone

[JChinery7]

I don’t care for the ps+ it was literally the first bundle i see and didn’t want to waste time looking around because I knew how quickly they would go.

Sent from my iPhone