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.

[Britisheagle]

Pretty sure they did specifically say that you needed at least 17 months left on your contract and SIM only wasn't eligible

[Calumw19]

still praying for that confirmation email

[Calumw19]

17 months left? That doesn’t make sense at all.

[Smithers_89]

Bit of a shambles this is turning out to be lads. Got the order confirmation but like many of you, haven’t had any correspondence since. Didn’t screenshot my order number because I’m an idiot, and now I’ve got a feeling we’re on the verge of mass cancellation. My email is from 08:19 so relatively early, but I’ve still got my suspicions that many of us will be refreshing Amazon over the next few day. Best of luck everyone 🙂

[MikeD_89]

@cahalmp 

I think thats a little bit harsh - the same thing happened with the new Xbox.

They've not lied, the people that have had ordered cancelled could have been for any number of issues - credit card checks, wrong contracts, no idea.

At least give it more than one day for them to sort all this out. 

They are still doing such a better job than 90% of the other retailers.

[cahalmp]

I agree the sooner EE come out and address this issue the better. All we can do at this stage is pray 🙏

[MikeD_89]

They have addressed the issue, to multiple of us over the phone.

If you have the first email you have a console. 

It will just take time.

[Jules1270]

I’m just trying to ignore the negatives and think positive at this early stage.

[cahalmp]

I agree with you they are doing alot more than others and im thankful for that, I even went on earlier just to thank them lol but just don't agree with them telling us that our orders have been confirmed and give us emails and confirmation codes then to tell us that actually its not and could still be a lottery that was my point.

[Rulkez]

@MikeD_89 They haven't addressed it over the phone. This thread is absolutely full of CS telling folks wildly different stories.

Regarding the 17 month thing, it's not 17 months left, it's within the first 17 months of your contract.