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.

[Thebatmanofbelf]

If you haven't had it by now it seems unlikely to be here by Xmas if at all surely 

[Derek83]

Had a call from EE today regarding a PS5. I called EE customer service straight back after the call and it was genuine. I have it coming on Monday. Got my order number to track delivery also.

[Teemeans]

@Peterb71 you ordered on the 20th and still not received it! Have you received tracking ?

[Peterb71]

No. £10 payment has been taken and order confirmation email but no tracking. 

[Leanne_T]

Hi @Peterb71 

Have you had any update since you posted on the community?

If not, I have sent you a private message for some further details, if you can take a look and get back to me 🙂

Thanks.

Leanne.

[theRunningMan85]

It's 2 weeks since I got my bundle order. Glad I did. now and had to wait for it as the controller broke on me, R2 trigger just went weak and something is moving around in the controller, a loose piece of plastic maybe. Clearly something snapped inside. It's been returned to Sony. 

Also have the console with the louder fan that has a horrible sound signature. Least I've got one so can't complain about that but it's far from perfect. Also lost half my PS4 games on the external HDD on setup. Had to wipe it and start loading them again. 

[bombermfc]

Can someone help me, please? 

I ordered the PS5 bundle on 4th December, I've had my £10 payment taken and I can see the 'Add to Account' bundle present on My EE.

I've been given an order number and a ParcelForce tracking number but unable to track? -

[Alex_S]

Hi @bombermfc,

Welcome to the community 🙂

What does it say when you use the Parcelforce online tracker?

Alex 🙂

[Karen1982]

I had a ps5 delivered yesterday only to find a wooden box instead I’ve spoke to EE who are investigating this I was just wondering if anyone else has this problem 

[mummaria34]

Bug massive thank you for delivering ps5 today made my son Christmas a very special one so much appreciated