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]

*Update*

Tenner taken and order processed email but I have got an xko number still?

[craigfrosty]

Would you guys recommend ringing up and trying to push through the ‘eligibility checks etc’?

I got my order confirmation at 8:27 yesterday having ordered the PS4 + extra controller bundle. Also received 6 emails today about the ‘subject to eligibility checks etc you will expect to receive before 15th Dec.’ I also don’t have to order number everyone’s on about. 

I am on a pay monthly contract with over 17 months left. So everything checks out. 

Just wondered if you recommend ringing to try get them to take the tenner and do the checks. 

Cheers.

[Dodgy_Geezer]

@94af - I think you may have issues with your plan being SIM only in terms of eligibility unfortunately. The £10 payment taken will have been a pending transaction, it's a hold for payment on your card / account.  EE then have 7 days to claim that payment from your account, if they don't complete the transaction from their side then the available balance goes back to your account after 7 days, it's banking malarkey.

If you receive an order confirmation email then the order will be fulfilled.

[Sazzleroberts]

@craigfrosty I'm on the phone now trying to do this 

[craigfrosty]

@Sazzleroberts awesome, can you let me know how you get on please 

[styla]

Ordered yesterday - got initial order email at: 8.31am - Ordered Ps5+Additional Controller version - got the Xko number immediately post order...

Then....

4 emails today between 11.12am to 11.16am... " Your PS5 Order" subject to eligibility checks version...

Payment of £10 not yet taken/not shown as processing either... called customer service and been told offline team is dealing with PS5 Orders and it's taking time to process so just wait...

[damian2279]

I rang 150 who put me through to the correct department.

I spoke to a Brilliant adviser called Amy.

She explained she could see my order request but as the order was held up in the system it had not actually been ordered as such yet.

She then set in place the order and I have guaranteed delivery by the 15th of December.

While on the phone to her I received the email with the xko order number and the payment went out of my bank.

If you haven't heard anything ring them up. You may need to wait a while but once you get through they are very helpful.

[Sazzleroberts]

@damian2279  was this the 0800 number ?

@

[MikeD_89]

I just spoke to an advisor who can also see a PS5 against my order!!! 

Just waiting for DPD to collect and ship!!

She also said not to worry about the XKO number - the emails are much more important than that number, and when it does ship, its got nothing to do with the tracking number anyway.

I'd suggest only calling up if you have issues with your order, if you've got the emails, you're getting sorted out 🙂

[damian2279]

No Just 150 from EE mobile the choose option 1 each time asked.