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.

[JBraddick]

Sim only customer here. Received the confirmation email yesterday at 8:27am and then nothing until now. Received an email saying to call. Told that sim only aren’t eligible and would need to take out a phone contract to be added to the list. Never mind. 

[samim_s]

im in a similar situation, no emails, spoke to them today and now I can see £10 being taken but when he tried to process the order he said it failed because I was sim only, however, he stated that it was up to the offline team and they would contact me if they wont process it. 

It sucks because I'm a new customer and have terrible signal in my area and was about to cancel a few days ago until I found out that EE were offering the PS5. now I have no idea what to do

[Bertie1993]

I have Ordred 2 switches from add ons over last few weeks both flew through with the winging it wy through email 

Today I got the subject to eligibility checks etc email..... I think that email was to try people stop ringing while they went procesed orders manually 

[MikeD_89]

We are taking the £10 leaving the account as a sign of dispatch as per the FAQ on the front page. You can call them up and triple check, but if the money has left the account you should have a console, even if its not in the first dispatch.

- 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 is shipped to you.

[Rahul_a97]

If your monthly contract is for a sim only plan, then you’re not getting a PS5, regardless of how long you’ve been/have left on your contract. If you’ve been charged a tenner, it’s not actually gone to EE and is being held by your bank, who’ll give it back within 7 days. 

I was just told the above from a customer service rep, who got the information directly from the digital sales team. 

It’s a shame but I guess I was already expecting this after reading everyone else’s comments in the forum. 

[MikeD_89]

@Rahul_a97 

That makes sense I guess. 

The £10 in my bank account isn't processing, it looks like its actually gone gone.

Perhaps thats just my banks way of showing it, but maybe thats something to look out for?

[Shane998]

Just spoke to someone there, I’m on sim only but have been with EE for years and have had phones in the past

if your on sim only and have ordered one it has gone to the digital team to review, they are reviewing every case and judging based on account history and credit score, it isn’t a case of sim only aren’t getting one but has to be reviewed hence the delays.

she did mention everyone will be notified within a couple of days so could just be play the waiting game I’m afraid

did ask about taking the £10 to confirm but wasn’t able to do so until it’s been reviewed, would advise anyone unsure of anything to call as they are very helpful 

[Bejore]

Silly of them to allow sim only people to go through it all, it should have blocked us or something 

[Wag11]

Have just phoned using 150 number and order is being processed now, issue was I used a different card to my DD. 

On SIM only and ordered at 9:46, use to have a handset contract so maybe it snuck through.

email conf now received.

 
good luck all 

[Sazzleroberts]

@Wag11 how long was you on hold for ?