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.

[Aniguise90]

Now I'm wondering what happens if your contract doesn't have long enough left. I just checked mine and it's not got 11 months on it but it's an upgrade anytime plan. 

I assume the system wouldn't have allowed me to order if I was ineligible but I'm trying to get in contact with EE just to make absolutely sure. As I said above, not hugely worried about getting a system quickly but would like to know either way

[patwrona]

Im in the same boat. My contract has 8 months left. Hopefully i'll still be able to get it. 

[Aniguise90]

I just spoke to live chat and they said as long as you were eligible and had a confirmation email, it's been ordered.

I saved a transcript just in case where I said I'd be happy to pay a lump sum at the end or extend my plan but it seems okay? I think. 

I guess we just wait until dispatch is confirmed

[Leanne_T]

Hi there @Aniguise90 

To add accessories to your plan you would need to be within the first 17 months of your plan 🙂

You can find out more about Add To Plan here.

If you received a successful order confirmation when you placed your order, we have received this. It may take a few days to work its way through our systems.

If there are any problems with your order you will be contacted directly.

We will send you a further confirmation once it’s on its way.

Thanks.

Leanne.

[JimboRH]

I have just spoken with a very helpful lady at Customer Services. Hopefully this will allay people’s fears.

Everyone who has the email “About Your Order” has the PS5 ordered. However; when you will receive this depends on when EE get their stock. They have ordered a number of consoles but aren’t guaranteed to get these as one batch. It may be that they receive them in smaller batches. Once they have the stock they will allocate to people and send a delivery code for tracking. But everyone should get it by December 15th at the latest.

On the subject of contracts. You needed to have a minimum of 6 months remaining on your current plan. Anyone with less than 6 months wasn’t able to order the PS5. If you leave before you’ve paid the PS5 off then you will just owe it to EE as an outstanding balance when you leave.

*Update: The £10 upfront fee is taken when the item is dispatched.

Hope that helps 🙂

[Sazzleroberts]

I've just been told on chat 21st January 🤔

[Jhil-90]

Is there any confirmation on delivery times as i have been told so many things from 1-2days to up to the 15th december.

I ordered mine at like 8.25 this am and got xko number at end of checkout then an  about your order email (which didnt cntain order number). Is this confirmed that I have a console coming and any delivery timescale? Also the £10 upfront hasnt been taken yet. 

[Buster25]

So if we received the 'EE - About Your Order' e-mail then this was successful? Or could we still receive another e-mail saying it's unsuccessful?

If the latter, we've potentially missed out on buying from other retailers in the mean time whilst waiting for true confirmation. 

How quickly will we have confirmation as I receive the about your order e-mail at 8:22 and nothing since. The telephony team were also unable to confirm anything.

[JakeN1994]

I received an xo code and an email saying about ‘your order’. Received another email saying I needed to confirm some details and my order was almost complete asking me to call 08000790531 and the guy has told me that ‘it was a free for all’ and supposedly too many have been sold and it would appear that they’re not live on their end. 

Apparently because I am SIM only I can’t add it and it’s been a mistake? Even though it let me add it to my account. I accidentally ended the call but looks like I won’t be getting one because I am SIM only. If that’s the case why was I able to buy it?

[Lee2906]

I'm Confused. I have an xko order number from the confirmation screen when I placed the order but no confirmation email. And some people have a confirmation email and no order number. Can any one shed any light on which one would indicate if you have a successful order?