topic Upgrade in Contracts & Billing

Upgrade

Skulduggery — Fri, 25 Jul 2025 10:28:12 GMT

I'm trying to upgrade my phone and pick a different contract but have found the whole process utterly frustrating. Last month, I finally chose a phone and new contract, only for the phone to inexplicably not be delivered at the allotted time (despite being home) and then was sent back with no explanation.

I'm trying to go through the process again on the website and finding it impossible to navigate. I have 2 items in my basket, one of which I don't seem able to get rid of; and the cost of what I want appears to be far higher than on other networks - unless there is a cheaper option that I am missing.

Also, if I do finally choose a new phone and contract - will my current payments arrangement automatically cancel or will I need to cancel it?

Re: Upgrade

Peter_W — Fri, 25 Jul 2025 13:21:52 GMT

Good afternoon @Skulduggery.

Thanks for reaching out to us here on the Community!

It's definitely an odd one when it comes to the issues with your basket, have you tried giving this a go in a different browser?

I'd also recommend logging out, clearing your browser's cookies and cache, then giving this another go too.

I can't say for sure when it comes to prices though, as this does depend on the handset model and type of plan you're going for.

With payments, if you're fully out of contract on both your device an airtime payments, then the new contract will automatically overtake this provided you do this as a direct upgrade.

Peter

Re: Upgrade

Skulduggery — Fri, 25 Jul 2025 13:25:29 GMT

Thank you for this.

S

Re: Upgrade

Peter_W — Fri, 25 Jul 2025 13:26:51 GMT

Cheers @Skulduggery.

Keep us posted on how you get on 😊

Peter