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.

[thefraggle79]

@jmils0883 Nowhere did it say when the order was placed that you need to have a phone contract with X number of months left on it.

[ahadmahmood]

@Sazzleroberts I hope so, or just a little more clarity - the email says when orders have been processed; does these mean they can still cancel etc.. Honestly I don't care when I get the PS5 it is just knowing if I have one.

The last 24 hours have been such a rollercoaster! 

[Thebatmanofbelf]

That makes 3 of us exactly the same. Same email, same bundle and same time. Gives merit to the idea that its really an issue with the extra controller that's pending ours a little folks 

[SE77EN]

I'm currently on hold waiting to speak to customer services. If I get nowhere then the scalpers are going to win and I'll end up with one from Gumtree or somewhere.

[Sammi16]

It doesn’t state you need to have 17 months left. It states you need to be within the first 17 months of your contract. Big difference! 

[Sazzleroberts]

@ahadmahmood 

My friend works for ee. He said its promising they just have to do checks duck as we are eligible for it. Because apparently so many people applied for one who weren't eligible. But he said ee was looking into it as it should have been made more clearer.

I asked him when will I hear anything else and he said they have to wait to check the eligibility and that they have all the stock in . (Apparently the ps5 came in late and the additional controllers)

I agree it would be nice to get some more clarity. I mean I've been with ee for years like most and I think things should be clearer

[Cbeach]

Has anyone who is sim only actually had their order cancelled, or been contacted/told to phone customer services regarding their order? All I've seen is peoiple ringing themselves. 

[astonavfc]

I’ve got and email now “about your EE Pre order” it has my order number on it and said my order has been processed. That’s it

[StefanWolves]

Chill out guys. Those that have had £10 taken you will be contacted by DPD soon. Those who haven't had the £10 taken but have received the "Your PS5 order" e-mail hold tight (i'm in this boat), hopefully the £10 is taken today and delivery early next week. If not, we will definitely get it before 15 December.

Those that haven't received the "Your PS5 order" e-mail, bad luck you aren't receiving yours. Ever.

Just kidding. No idea where you guys stand!

[RD19]

The reality is numerous people have been caught short on the add to plan requirement. The terms and not clearly identified and furthermore, the majority of people had add to plan pushed and advertised to them even where on a sim only tariff. 

I myself am on a sim only 24mnth 5G tariff. I ordered a PS5, I have accepted I’ll likely have my order cancelled now. But EE is more than able to ensure that anyone who doesn’t meet the criteria is blocked from adding to plan. Why promote and push this offer to sim only plan holders through the EE app? I feel it’s almost false advertisement. If I check my app in one place it says I can add 2 accessories to my plan, in another it says I can add 1 accessory. 

min fact it should read, you cannot add anything to your plan. In order to make use of add to plan you will need a device contract.... blah blah. It’s a fault of EE not the consumer. 

ive resigned myself to the fact that I’ll try and get a PS5 at a later date.  

Hope all is well!