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.

[JChinery7]

@PeterRa33it 

Hi 

just thought I would reply, I got my ps5 on add to plan back in December and again had issues similar with EE, I think half the time customer services doesn’t actually have any idea and I got told different things all the time by different customer service advisors.

I was told they don’t have any stock as well even though I had an order number and payment taken, in the end though it all arrived in the timeframe that was given when ordering.

also I don’t think they put these up for sale when they actually have the stock in the warehouse, I think they put them up for sale when they are told they have an allocation of stock coming and then obviously can’t deliver them until they receive the stock from Sony.

[AlinGyapias]

i have all of that but DPD never send the item

they says i refuse the packege :))

[Christopher_G]

Hi @AlinGyapias

I've replied to your other post about this. Please take a look.

Thanks

Chris

[ChelleFarrelly1]

Hi. I added on a ps5 to pay monthly which I received. My mum had also purchased one and paid the balance in full but it is showing on my account as pay monthly too. How can I fix this so I'm not being charged monthly for 2 consoles?

[Leanne_T]

Hi @ChelleFarrelly1

Thanks for coming back to the community. 

Did you order both on your account? 

Did you Mum call us and ask to pay the reminder of the PS5 on add to plan? 

Thanks 🙂

Leanne.

[ChelleFarrelly1]

Yes both were ordered on my account but my mum's was not an add to plan. The full price was took from her bank account when I placed the order. Hers has been fully paid already 

[Leanne_T]

Hi @ChelleFarrelly1 

Thanks for coming back to me. 

I would suggest giving us a call on 150, the team will help you get this looked into. 

Leanne 🙂

[PompeyShaun]

When is delivery for the latest release from this morning? (28/09).

[Teemeans]

Hopefully this goes a lot smoother than the first release of PS5 on EE . When will the latest PS5 be delivered ? You gotta look at the website , I noticed if you’ve ordered just the console and ONE controller it stated it’ll be in April . But the other bundles it didn’t say that . Can someone confirm this . Thanks 

[Jon_K]

Hi @PompeyShaun.

You'll get a text when your order is ready to be delivered.

In the meantime, I'd recommend keeping an eye on our online order tracker once you've been given a tracking number.

Jon