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.

[DanIndeed]

All I’ve had is the order email and the email saying 

‘Thank you for placing an order for Add to Plan on your account. You can expect to receive your PlayStation 5 . We’ll keep you updated by text message on the progress of your order.’

I’ve just got off the phone with digital sales.

They can see they’ve took the payment and it’s all gone through. The payment just isn’t showing on my account yet. 

So I probably wouldn’t worry too much if you can’t see any payment being taken yet. It might just be slow to show on your bank account. 

[Aliciayapp]

@Ykhan7 

Mine has also done this, mine also comes out the 29th it does state at the top of my bill that it is part charges and it says brought forward -£10

[Beany96]

Got my email finally! With order number and confirming that I should receive it no later than 15th December! 

[Peterthomas1978]

Absolutely nothing to worry about, your £10 PS5 payment goes onto your account as a credit if your new bill is drawn up before shipment it just takes that £10 off your current bill, when your PS5 ships the bill afterwards will have £10 added to it. So all balances out.

[Gdownes]

The only thing I don't understand is that on the first page of this thread, EE clearly state the £10 will be taken once the PS5 has been dispatched. A lot of people have had the £10 taken but nothing has been dispatched yet... so I'm confused 

[Lumleyhtc]

Anyone got same email as this got this early afternoon yesterday. I presume this means it's coming had mo email about delays ect.

Thank you for placing an order for an Add to Plan product on your account.
Your order is winging its way to you right this minute so get ready to say hello to your new item.

You will get free Monday to Friday delivery as standard on all online orders and we will try our best to deliver within 1 working day providing your order is accepted before 2100

[AverageMom90]

I’ve just had a conversation with a very helpful guy on chat and he told me that my PS5 with disc drive + extra controller is on my account and I should receive and email or text within the next 48hrs to confirm a delivery appointment very happy 

[Perry1710]

@AverageMom90 Which 2nd email did you receive? Winging it? Or processed order? 

[Calumw19]

@AverageMom90 yea if u could let us know what email that would be perfect 

[AverageMom90]

@Perry1710 

The Winging its way to you email