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.

[Uzzy32]

I chatted to the digital sales team yesterday because I was worried about my £10 not being taken, first 2 emails received but no “winging it” one and switching recently to being on Sim only.

Now since the order I have had an xko number at least but was getting anxious.

The very helpful woman told me not to worry at all, my order has definitely gone through and I’ll get it before the 15th Dec, they’re still waiting on stock to come in to their warehouse (hopefully 15,000). On the phone she took the £10 there and then, checked my online banking and it went plus on myEE it’s been taken in the payments. Then she manually sent the “winging it email” which reassured me. Plus said that the people on 24 month sim only are fine (like me) but the ones on 12M & 18M are being looked in to.

She told me for now to call back towards the end of the week for an update 🙂

Hope this info helps!

[SPENTY90]

It’s absolutely ridiculous if some SIM only customers receive them and others don’t.

The T&Cs are quite clear and there’s no mention of contract length or the length of time you’ve been with EE. Either stick to the rule or just allow everyone to get one based on order time.

I’ve been with EE since the beginning and I’ve also got broadband with them now. They wouldn’t even take that into account and I was told firmly on the phone that my order would likely be cancelled because I’m SIM only. Why are other SIM only customers being told they’ll be fine?

[TiaAllyce]

@Uzzy32 - what number did you call to reach this team please? 🙂

[Medi05]

I’m 18 months and i am worried now. Have they took your money? They have took my £10, I also have broadband with them

[ace56565]

Where did it say no Sim only customers???

[Atomicdj]

@ace56565 

Faqs for ps5

I’m with EE already, how can I add PlayStation 5 to my plan?

If you are within the first 17 months of your 24-month contract, simply log in, select Add To Plan products on the banner on your personal Shop landing page and you will be displayed with the top 6 recommended products based on your existing phone. You can also click on ‘More accessories’ if you want to see the full range of products.

Unfortunately, it is not possible to Add the PlayStation 5, to Plan at the same time as completing your upgrade. 

Please note: not all Add To Plan products are available with all phones and plans, and the number of products you are able to add to your account depends on your credit rating with us.

Unfortunately, we are currently unable to add any Add To Plan products to any SIM Only plan, or plans that are within the last 7 months of the contract.

I’m new to EE, how can I buy PlayStation 5?

If you’re a new customer, you will need to take a phone on a 24-month EE plan to be able to add any additional products. You will need to wait for your phone to be delivered, then log back into your account to complete Add to Plan for PlayStation 5. 

There is a risk that pre-order for the PlayStation 5 closes in that time.

Please note: not all Add To Plan products are available with all phones and plans, and the number of products you are able to add to your account depends on your credit rating with us.

Can I buy the PlayStation 5 outright, rather than add it to my plan?

No. PlayStation 5 is not available to buy outright at the moment.

I’m placing a Pre-Order, what does that mean?

You are placing an Add to Plan order for PlayStation 5 in advance of the console becoming available.

You will receive an email confirming the details of your order, which means that we have received your order and it is in the queue. Your up-front payment will be taken when the order is processed through our systems, which may take some time.

EE expects to deliver your PlayStation 5 order by 15th December.

We will keep you up to date with regular text messages as to the status of your order.

Can I Pre-Order with Chat or over the Phone?

No, this is an on-line order process only.

[Calumw19]

*Deleted*

[MikeD_89]

Hopefully we'll learn more early next week as more decisions are made!

It sounds like so much manual sorting out of orders is needed - which is what has led the CS reps to all have different tales.

If this was a "normal" volume release, I imagine we'd all be happily sitting on our iPhones/Samsung's/Xbox's. But manual processing combined with website and internal EE system glitches - with supply chain issues to top it off.

I can understand the delays and confusion. 

[Calumw19]

I can 100% understand it also, however there’s still no certainty to whether people are getting tomorrow, next week or even post December 15th. 

[tdeelab]

@Calumw19 No one's getting it tomorrow (from EE). EE have consistently said they expect to deliver by 15th December.

UK retailers seem to expect PS5 stock from Sony in early December so the 15th deadline makes sense. Shouldn't expect delivery until early December at the earliest imo.