topic Re: Mobile upgrade in Contracts & Billing

Mobile upgrade

Robtew — Wed, 26 Aug 2026 14:48:13 GMT

Re: Mobile upgrade

Katie_J — Wed, 26 Aug 2026 16:47:37 GMT

Hello @Robtew.

Thanks for coming here.

I would love to see if I can help.

What was the reason given for you not being able to upgrade your out of contract handset to a cheaper plan?

Did you see the deal within your EE account?

Speak soon,

Katie

Re: Mobile upgrade

Robtew — Wed, 26 Aug 2026 17:36:48 GMT

I checked online with EE what offers were available for the phone I wanted. Was not available on my upgrade page unless I wanted to pay the extortionate price as there was something not allowing them to do so. I queried about cancelling my contract and starting again but was unresponsive and I was worried about losing items on my phone and the possibility of losing contact with hospital contacting me. All so upsetting and highliting my anxiety.

Re: Mobile upgrade

Katie_J — Wed, 26 Aug 2026 17:51:44 GMT

Thanks so much for confirming with me @Robtew.

When you have a moment please check your community inbox.

Speak soon,

Katie

Re: Mobile upgrade

Robtew — Fri, 28 Aug 2026 12:02:12 GMT

[Mod edit - removed personal details]

Re: Mobile upgrade

Peter_W — Fri, 28 Aug 2026 12:05:41 GMT

Hey there, @Robtew

I can see my colleague @Katie_J sent you over a private message, but it looks like you shared your details in this public thread instead.

I've removed these from public view now, but if you can send them back over to me in private, we'll be able to help from there.

Just select the option to compose a new message, or alternatively you can do this by clicking my name and visiting my profile.

Speak soon,

Peter

Re: Mobile upgrade

Robtew — Fri, 28 Aug 2026 18:13:53 GMT

My contract was 4 yrs out of date as was my phone. All I want is to keep my number, obtain a new phone at a reasonable £50 month price. Wether I have to cancel and start anew. I don't know, about these objections not allowing me to do so. It just seems I have to stick with an outdated phone and pay over the top price for it until my passing. I am not willing to pay £85 month for something that should be less. I am at a total loss and very frustrated without guidance or understanding.

Re: Mobile upgrade

Matt_124 — Sat, 29 Aug 2026 14:30:15 GMT

Without knowing details of what you have been offered;

I would suspect this is a case of only being offered the option of a 24-Month Subsidy contract (combined price for phone + plan) for your Upgrade and not Flex Pay.

Due to this shorter term, the price is higher. The S26 Ultra is an almost £1300 device, so with this being compressed into a 24-Month minimum term alongside your plan it will look expensive on a monthly basis.

If you are looking at the EE site directly without being logged in you will see a lower monthly cost advertised. The reason this price is lower is due to these being Flex Pay plans, with the device being taken on a 48-Month Device Finance agreement plus a 24-Month minimum term Airtime Plan. This longer term Credit Agreement allows the price of the phone to be split out over a longer term, resulting in a lower monthly cost.

Ultimately your eligibility for the Flex Pay plans (those you may have seen with the lower monthly cost) is pre-screened by EE based on account standing and a set of other internal criteria. There is no guarantee that you would be eligible for these plans if you re-applied in such a manner.

Re: Mobile upgrade

Robtew — Sat, 29 Aug 2026 19:02:43 GMT

I'm not eligible for the Flex plan or ac3 or 4 Yr contract. That is what is so unfair.

The monthly contract I'm on wasc24 months finished 4yrs ago but I've still been paying for the phone and monthly usage which means I've paid about 4 to 5 thousand pounds for a s10 lite.

Now I'm trapped and unable to upgrade.

Re: Mobile upgrade

Matt_124 — Sat, 29 Aug 2026 19:34:02 GMT

These plans don't "finish", nor do they distinguish between the monthly cost for device and plan unfortunately (unlike Flex Pay). On these traditional Subsidy plans, you sign up on a 24-month minimum term and are essentially 'given' the device in exchange for committing to a price plan. If these plans did just terminate then you would experience a loss of service and it would generate endless complaints as people are cut off.

These contracts are a 24-month minimum term after which point they roll on a monthly basis until notice is given to cancel or a change of price plan (an Upgrade in other words, whether to a new device or SIM Only price plan) is requested.

I would not say you are "trapped and unable to upgrade" as that seems inaccurate to the situation and could cause the wrong advice to be given. It is just that the Flex Pay option is unavailable and prices have risen across the industry for the top of the line phones resulting in higher monthly costs for Subsidy plans due to their shorter contract period.

The option to upgrade sounds to be there, it is just the higher monthly cost when compared to the unavailable Flex Pay option which seems to be the problem in this case.