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.

[Britisheagle]

@cahalmp 

I think they have been clear. As long as people meet the criteria then they will get one. If they don't, they won't.

Hoping for the best, preparing for the worst

[JakeN1994]

Do we actually know what the criteria is? I am a sim only customer and had no problem adding it or entering my details. I received an xo code and an email confirmation.

I was told by one person on 0800 sim only may not be eligible, when I called back another told me this isn’t true. She said if I have the xo I should be fine and they’re waiting for stock to be assigned to orders?

Im really not sure what’s going on, very disappointing as I purposely didn’t go on very or amazon as I thought I’d secured one.

[SE77EN]

I honestly don't see the issue and why people are panicking. We have a user (@Adzbw)  here who has explained that had the exact same experience last week when he ordered his Xbox Series X. He ordered on the morning of the release, got a confirmation email straight away and then didn't hear anything until the next day when his order was shipped and then he received his Xbox the day after. The only difference here is that several people have called Customer Services and got different information from different staff which has now caused concern and confusion.

@Adzbw Sorry to pester you but what time did you receive your dispatch text and email on 11th? I think if we don't hear anything by the same time tomorrow that we can start worrying.

[Rulkez]

@SE77EN  PS5 preorders were considerably higher than Series S|X, it's not an apples/apples comparison.

[adhenny89]

Thank you for the confirmation 

would I be able to change my delivery address as I maybe moving by 15-11-20?

[SE77EN]

The consoles both sold out on the morning of the release at around the same time. Of course it's apples/apples comparison. The only way it may not be comparable, is if EE actually have stock or not.

[Britisheagle]

@JakeN1994 

This is the statement on EE's official Add to Plan webpage:

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. If you are not currently able to add a product to your plan, you may be able to purchase it outright on our accessories site.

[Adzbw]

@SE77EN my email from DPD came through at 15:35 on the 11th. This is when EE raise the despatch with DPD then a text from EE confirming the details at 7pm the same evening.

[JakeN1994]

Cheers mate, how very depressing. It didn’t seem to be a problem when I logged in, added it to my plan and paid for it. What a real shame I will seemingly miss out because of this. 

[Britisheagle]

I hope I'm wrong, just thought I'd give you a heads up.

I know it's no consolation but they don't take the tenner until the order is despatched so at least there is that.

Keep us posted!