How do I order a games console from BT?


Who can order a PlayStation 5, Xbox Series X or Xbox Series S from BT?

Anyone with BT Broadband.


How do I order?

Just log into My BT, and go to Get offers. You’ll then be able to choose which console you want, and get a unique access code to order it.

Then, order your game console on the same device you used to get your unique access code. Or, if you need to use a different device, wait one hour before placing your order.


Can I order by phone?

Sorry, we can only take orders online.


How do I change or cancel my order?

If you placed your order using PayPal we unfortunately can't amend the order. If you used a debit or credit card, please contact BT Shop by emailing or via live chat by going to 

If you want to cancel your order, go to your BT Shop account and select Order and Returns. You can only cancel if your order hasn't been processed yet.


My console is faulty or damaged. What should I do?  

If your console arrives damaged please let us know right away, sending images of the console and the outside packaging. Our customer service team will then arrange the return. Once the item gets back to us, we'll offer you a refund or (as long as we have stock in) a replacement.

If your console stops working after you’ve started using it, please contact the manufacturer to get a fault document approving the return back to BT Shop. Usually, the supplier will arrange repair or replacement with you directly.

Or you can contact us (see your order confirmation email for instructions). 

See our returns policy for more information.


I've asked for a refund, how long will it take?

Once you've sent your console back to us, it's usually 10 days until you get your refund.


How do I return my order?

If you need to return your item, you'll need a returns number (RMA) from our customer service team. They can be contacted by email at or via live chat at


Thanks for your feedback

Please select one feedback option


Need more help?