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.

[MorganAubrey]

So I have a horror story in progress for you...I was one of the first people to order on 19th, early in the morning before EE announced it was even on sale as I’d stumbled on it completely by chance after getting fed up of every other site crashing.

I ordered the PS5 with 2 controllers only.

I tried to be a good customer and wait until the 15th but I finally caved in today as I have heard nothing. 

Here starts the horror story;

DPD tried to deliver my PS5 twice last week on the 7th and 8th. I had no notification from EE, no email, no text, no call. I also had no notification from DPD via any medium. No card was left on both attempts so I had no knowledge whatsoever that any delivery was being attempted or that it had been dispatched.

I only got this information after calling today and being provided with a tracking number for the first time. I called DPD who have said that as it was undelivered it’s being sent back to EE.  As it’s back in transit to EE there’s nothing I can do but contact EE and arrange a re-delivery.

I’m currently on the phone to EE who are saying that when it comes back to them it’s going to be received at the depot and put back in to stock. 

I am pushing hard that this gets escalated and this does not happen because none of this is my fault. I received 0 notifications from either EE or DPD that anything had been sent or even attempted at any time. Both EE and DPD have all my details and can’t explain why I wasn’t contacted.

I thought I would be a good customer and wait, don’t be like me and call now and complain hard to get your information. I’ll let you know what happens but I’m not hopeful.

[DAshmore]

Yea, have dpd tracking but it says "we are expecting your parcel shortly"

I was told it would be here today, and spoke to live chat as I hadn't had any information from dpd. Live chat said they have no stock and it could be the 21st.

I really hope it is or the kids are going to be gutted

[Roxyc92]

EE chat are also now saying It’s saying I’ve received my delivery! 😞 

hope it gets sorted soon!!

[Clairelbrooke]

So I'm pretty much in the same situation as a few of you. EE consistently saying I'd have it today, got no tracking number sent but was given it to manually track. Saturday-waiting for your parcel 

Then no update since, spoke to chat this morning who assured me it was out for delivery today. Speak to DPD no the parcel isn't with them, hasnt been scanned and 100% they do not have it. Back to EE but digital sales this time and she could only see the tracking that I could and says dpd probably don't have it if that's what tracking said. So my issue isn't that my parcel isn't coming today, it's about being lied to repeatedly and planning my day around that info. It still doesn't look like its been passed to dpd.  Dpd were given a totally random phone number for my order so have to manually track it and chances are it won't be coming today....communication would have been nice. Also asked about it being added to my plan on Saturday, I do hope I'm not being charged for these days that I should have it but she thought the charges start on the day I recieve it.

[JChinery7]

@MorganAubrey as far as I know after 2 deliver attempts at your home address where no neighbours are also able to accept the parcel then they should be delivering it to your closest  DPD drop shop that is used so you can collect it at your own convenience, don’t know why they sent it back to EE after the 2 attempts.

[Clairelbrooke]

@DAshmore are they saying they don't even have one allocated to you? Surely if we get given the tracking numbers that means there is one there

[MorganAubrey]

Well that’s not what’s happened.

EE are now saying they’ve received it back and it’s been scanned back into stock and allocated/sent to the next person. All of this without any of my knowledge from start to finish. No communication other than 20th of November where I had the email to say my order was confirmed and they would send me tracking details (which no one ever had) and would get it before 15th Dec.

Now they’re offering me £30 and they’ll give feedback to relevant parties. 

I’ve told them it’s absolutely not acceptable. Currently on the phone for 90 minutes. 

[shippy82]

This is literally my situation.

Ordered successfully on the 3rd December was given order number.

Received a further email on the 6th telling me id receive before the 15th December.

Then Saturday I get a notification on the DPD app saying my item was due for delivery today 14th December. also received a text from EE later in the day explaining they would be taking the £45 for 11 months and id see it as add to plan £45 on my bill.

Not had a time slot given so I speak to DPD who confirm they dont have my parcel in the depot and to speak with EE.

Two things I dont like, being given the runaround and having my hard earned money messed with. If I get a bill with the add to plan tomorrow and I dont have the PS5, come the 23rd they wont be receiving payment for anything, im sure at that point EE will get their finger out and sort the problem!

[Laura86234]

@shippy82 exactly the same situation here! I had my add to plan message Saturday then manually got my tacking number from EE my dpd app still says we are awaiting your parcel - no delivery date no email from EE that it’s been dispatched - every online agent or Digital team member I’ve spoken to have ALL given me different information to it will be delivered tomorrow to in 5-7 days to it may not arrive until the new year! Why do we get a tracking number if they haven’t sent the parcels? To cover their backs? Maybe they don’t have the stock and are hoping it will come in tomorrow- just tell us the truth EE -  I believe all emails state delivery BY the 15th so if there’s no movement tonight or tomorrow I am left to believe that we will get them when we get them 😩 the pure stress and anxiety this is causing for all is horrendous- the poor communication has been the most frustrating thing of all - I am expected to pay my bill on 21st with my PS5 added already 🤷🏻‍♀️ A friend of mine had his delivered this morning with no warning at all which a lot of people it seems have - feel so stressed out by this whole process 

[GD100]

The Eagle has landed!

I’m out guys good luck to all still waiting.