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.

[Charlotteyyy]

Spoke to EE twice this morning and everything was fine, had an email to call about my order so I couldn’t get through to the number and gave me no option to wait, called the main line and got through after 39 mins, transferred me to digital team, on hold for 20 mins for be given the same message and then they cut the line. I understand it’s busy but not answering someone on hold for 30 mins is shocking. Especially when they said their was no reason my order wouldn’t go through this morning!

[carlosthedj]

I had six (six!) emails this afternoon saying 'thanks for your order', then another one this afternoon saying 'your order has been processed'.

Maybe I'm getting six.

[Lw-90]

Had my order email but it isn’t showing the ps5 add on on the EE app unless it will show when my bill goes up

[SPENTY90]

Wasted over an hour today with phone calls. Finally, get through and they've told me mine has been cancelled because I'm a SIM only customer, even though I've got broadband with EE as well. Pretty scummy if you ask me, will not be renewing with EE on either.

[dhj]

Have just spoken to an advisor via the 0800 number, very nice and polite and put it XKO number straightaway ( confirmation email received already). I did ask about delivery date and he quoted before the 15th, will get a message from dpd when ready to deliver. Great service, there is a backlog. Phone them if you are unsure....

[adhenny89]

Received the first email yesterday at 8:37am confirming order I have the received three further confirmation emails today saying order is received pending eligibility 

called up and the advisor told me its not been processed because I was too late to order on launch day and its now sold out thats why £10 hasnt left my account!

so confused lol anyone experienced the same?

[Sazzleroberts]

@Lw-90 it shouldn't show until they have at least delivered your item

Because its not active until then 

[Sazzleroberts]

My friend has just finished his shift from ee.

He said its been a manic day and ee have been doing orders manually.

They have been trying to package all the ps5 they had today. Dpd may send a text Sunday or Monday to distribute the first lot of ps5. But it will only be Monday to Friday delivery.

The next batch is due end of next week but as the orders have been processed it should be straight forward.

The add on should show on your app when it's "live" meaning the day you get your ps5.

If you haven't received your order processed order don't panic. Because of the back log they are saying it may take up to 72hours. But feel free to call up as they should be able to process it through. But if you have your order is being processed order you will get an email very soon with next steps- either to call up for more information or that you will receive it.

They have had to say 15th as that's the LATEST they expect orders from yesterday to be received by customers. 

[Phloride]

@Sazzleroberts I don’t know why mine shows now.  My bill was generated today so next one not due until 20th December 

[Sazzleroberts]

@Phloride 

Have you had a winging its way to you email ?