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.

[Jules1270]

They need to make it more clear to sim only customers about the eligibility before ordering, or remove the add to plan items from within account so you can’t try to order, really unfair tbh and IMO you should be eligible to use it if you are in a contract, as for offering to pay it all upfront, and they refused, seems crazy especially since they say in terms and conditions you can pay it all in one lump sum if you wish.  So sorry you had this experience and that you eventually manage to get one @thefraggle79 

[thefraggle79]

@StefanWolves Lol. Violence has never done anything other than prove who is going to physically give up first. Doesn't show who is right and who is wrong. Saying that, your message did make me chuckle. Thank you buddy. Needed that.

[Sazzleroberts]

@Thebatmanofbelf wish I could have added a note on the order that the controller could have been sent separately 😂😂

[walydmiah]

@Cbeach I received an email asking me to contact them for more information (I am a sim only customer)

The rep said everything was ok and there is no further information needed at this time. I have not had my £10 taken yet, I only applied for the console.

I am hopeful that I can get add on as I previously had a phone contract with EE and only recently switched to a sim only

[94af]

@Cbeach nope got the tenner taken out as well but no email 

[theRunningMan85]

Spoke to chat before and have had to upgrade to a second line As Sim Only does not qualify. for my mum to use with an iPhone SE. Expensive change to make just for a PS5 I guess, but the guy at upgrades was very nice. 

As I was speaking to them got the email a lot of people have had multiples of ( I got 3 lol). Hopefully they see the change made to my account and it all goes through ok. I was told if they don't go through you will get contacted by the team to let you know. 

[Cbeach]

@walydmiah I'm in the same boat, other than an email to contact them. 

[Thebatmanofbelf]

Me too. I just took the first sniff of a ps5 I could find! Couldn't really care about the controller. But if 3 of us got the same email at the same time and had the same bundle its been sent through as a batch so won't be a coincidence 

[SE77EN]

Yes, I have been asked to ring. I originally placed my order at 8.15am yesterday morning and am pretty certain I was one of the first people to order one. I've rang this morning and been told that it is an issue with the system on their end which they are trying to fix and to call later on. Just called there and have been told that a "Fix it form" needs to be sent off to sort this problem but in the mean time, they have now sent all stock out to customers so I would be part of the next batch. So I haven't been looking or trying to order another PS5 because I knew I was eligible and now because of a system issue on THEIR end, I've now missed out on getting a console. I'm livid and now won't be able to get one anywhere for a reasonable price other than from scalpers. ABSOLUTE JOKE.

[Thebatmanofbelf]

Did u get any confirmation of the order. Surely by next batch they still mean before December 15th rather than not at all mate. All the emails say before 15th