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.

[MikeD_89]

Yea im basically checking back every couple of hours just to check for delivery notifications. 

Reading around on reddit and twitter, there are so many "normal" retailers cancelling orders, even after payment

I'm glad our orders with EE seem to be locked in, so once stocks are availible we don't have to rejoin the "F5 lottery" 

[P5uk]

Just spoke to EE they said as it is SIM only contract, decisions are being made tomorrow on whether or not sim only will get PS5. Even though I have been with EE from the start. I got confirmation email and 4 other emails next day none had x number on them. Ee certainly know how to treat loyal customers.

[Thebatmanofbelf]

Hi Folks, 

Really I wouldn't put much stock in 150 or the live chats stances about this. The Digital Sales team are dealing with this and you need help contact them. They where very helpful when I called. 

Also can people with sim only deals stop complaining? It was clearly stated in then t&cs that sim only was excluded. This is because they are putting those in active contracts who have qualified for devices and been credit checked recently ahead of those who have not been to decide who gets a higher amount of credit.

I dont want to see any children disappointed at xmas and hope you all get consoles but in reality it's the people who met the t&cs and didn't get a console because of the error allowing you to apply outside of the t&cs who should be annoyed. 

[Calumw19]

Have to say I agree. It does state that it’s not available to sim only deals. They are offering a product , spread across 11 months at no interest. They need to make money off of you somehow really!

[P5uk]

So paying £34 a month to EE on sim only is same as a contract with phone. Not just 1 number on contract.

[Tweener]

@P5uk Have you had any money take?

[Cameron145]

EE make plenty of money out of my sim only at £25pm for a 24 month contract 

[Atomicdj]

Just found the following on EE's faq section on their website regarding the ps5. It seems the money is not taken on dispatch as per the start of this topic.

Can I buy the PlayStation 5 outright, rather than add it to my plan?

No. PlayStation 5 is not available to buy outright at the moment.

I’m placing a Pre-Order, what does that mean?

You are placing an Add to Plan order for PlayStation 5 in advance of the console becoming available.

You will receive an email confirming the details of your order, which means that we have received your order and it is in the queue. Your up-front payment will be taken when the order is processed through our systems, which may take some time.

EE expects to deliver your PlayStation 5 order by 15th December.

We will keep you up to date with regular text messages as to the status of your order.

[P5uk]

No, I spoke to the 0800 number he said decisions will be made tomorrow, to see if Simon only will get them

[DanielHodgkins]

While I agree with the Terms and Conditions that Sim Only customers are not eligible and that is clear now, no one was going to read those T&C's in the heat of ordering. I got email confirmation at 8.25 and didn't read the terms and conditions until after (I'd previously had an add-on when I had a device with my contract). I had been chasing a PS5 all morning as I'm sure many others had been too

Realistically, it's unfortunate but fair that they shouldn't be processed, but I think we shouldn't have been able to in the first place as now we're in a big mess where our hopes have been dashed! I think it's justified to have people complaining considering everything looked perfectly fine and my EE app would have let me add any other device it just happens it was the PS5. I'm sure anyone else who has had their PS5 cancelled is also complaining on the respective forum