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.

[beckyt121]

@awht1996 

Yep, mine is now blocking me from ordering an Add To Plan accessory. Not sure why it couldn't have done this on Thursday? I sent them a screen recording of how I got to the Add To Plan section (and how it was actually offered to me in the app) and the only time I was notified was in the Ts&Cs which, to be honest, I didn't read due to the panic of wanting my order processed. 

Now when I try to go to the Add to Plan section a pop up appears telling me I'm not eligible. This definitely wasn't there Thursday! I really wish it was. Obviously, I know I'm not getting one now haha but I would have at least checked other sites if I'd known. Nevermind, no big deal in the grand scheme of things. 

[cdaws2001]

ive just noticed i cant ass accessories to my plan anymore either yet before i could add 3, im on contract within all the criteria does anyone know why this option isnt there anymore?

[awht1996]

I know this mate but it’s convenient that they have blocked the sim only customers from accessing the add to plan page now rather than before last week.it’s frustrating and had I realised that it didn’t include sim only at the time I would have tried another Avenue, just a bit annoying that you hear all these different things from different advisors the stock was there for me to order it’s only fair that they should remediate for people that are sim only who were early in ordering rather than allocating it to people who ordered 10am onwards 

[Ibra0ffline]

These big names companies are doing this I really cant believe it. It is not something like natural disaster that they can say we were not prepared for it.

It was a planned launch by PS, the world knew it is going to launch in UK and Europe on 19th Nov still every company had the stock messed up. Currys, Game, Amazon (billion $$ company).

If these people can mess up a planned product launch like this they have IQ level 10 or something. I would call them highly unqualified to do anything.

[Gdownes]

The add to plan is now even saying I'm not eligible.

I have a contract phone and I am about 10 months into my plan with 14 months to go so they clearly messed it up again.  

Someone from EE just needs to grow a pair and say what's actually going on 

[cdaws2001]

i think this add on bug could just be a bug on there behalf as im in the first 17 months of my contract everythings gone through fine but now when i go to add on another accesory it says im not in the firsy 17 months!

[Dodgy_Geezer]

Just got off the phone from the billing team regarding an issue I’ve had where I’ve been over charged for the previous month due to an upgrade. 

I mentioned the PS5 order I have and the advisor told me he received an internal email this morning which was distributed regarding stock etc and there is currently no stock or never has been, orders will be fulfilled over the next few weeks UPTO the 15th where stock will start to get delivered, no definitive date prior to this. 

To be fair, this is what has / was been communicated from the offset that orders would be delivered by the 15th. I’d avoid reading into too much speculation and ‘fake news!’ and be patient that we will receive our shiny new PS5’s before the 15th. 

[beckyt121]

@cdaws2001 The devs probably removed this feature for everyone whilst they sort out the bugs. It's probably the easiest option haha! It's what I'd do haha. 

[Sazzleroberts]

@Dodgy_Geezer this is what my mate said who works for ee.

He got debriefed this morning saying stock is coming and will be dispatched ASAP they get it. The order numbers are with the warehouse awaiting to go 

[ANDYGJG]

I still don't really understand what EE would gain now by cancelling orders whether some people (unknowlingly to many) met criteria or not. They allowed the orders to go through and were more than happy to take the deposit so natrually people will be annoyed if they tell them a week or so later they weren't eligible to get one.