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]

But why am I towards the back of the queue?! It makes no sense, I am so frustrated over this.

[Phloride]

I have just had the thank you for your add to plan order email.  Stating delivery by 15th December.  No money taken from my account yet.

[Ash2894]

The only email I have received is the add to your plan one! I’ve not had any confirmation so still unsure as to if I’ve even got one!!

[Moricant]

Just came off a call with 0800 0790531 (15 minutes or so on hold); I had ordered the basic SKU yesterday, received the e-mail confirmation at 0823 and had the xko number in a screenshot but hadn't received any further contact and nothing was showing in my bank payments. They triggered the payment using the details I provided yesterday and it now shows up in payment pending and I have an e-mail saying that I will receive the order by the 15th. Sounds like it is just a matter of the orders being backed up in the system waiting for someone to click the go button.

[tom129]

@RichFrog the exact same thing happened to me. Cut off as soon as I mentioned 'PS5'.

Have to think it's not a coincidence

[Britisheagle]

@Ryanm0307 

Did you pay using a card in your name? I paid using my Mastercard just because I had that one to hand, as opposed to the one I use for my DD.

[Ash2894]

Same card as my direct debit

[Dodgy_Geezer]

Received my confirmation of delivery by the 15th a few mins ago:

Hi,

Thank you for placing an order for an Add to Plan on your account. Subject to eligibility checks, you can expect to receive your PS5/PS5 Accessories before 15th December 2020.  We’ll keep you updated by text message and you will receive a confirmation email when your order has been successfully processed. You do not need to call us to confirm your order.

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, please note this can take up to the 15th December 2020.

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.

Thanks
The EE team

[MikeD_89]

8:33am order - PS5+Controller - Just got the "Your PS5 order" email, no money taken out account yet.

I think the EE systems must be jammed up - because i've recieved the "Your PS5 order" 4 times in a row....

[tom129]

Hmmmm, I'm on a sim only plan and just received the email below. Good or bad news?

Hi,

Thank you for placing an order for an Add to Plan on your account. Subject to eligibility checks, you can expect to receive your PS5/PS5 Accessories before 15th December 2020.  We’ll keep you updated by text message and you will receive a confirmation email when your order has been successfully processed. You do not need to call us to confirm your order.

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, please note this can take up to the 15th December 2020.

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.

Thanks
The EE team