topic Re: Upgrade Question in Contracts & Billing

Upgrade Question

Jackellingham — Mon, 19 Aug 2024 11:41:58 GMT

Hi, I want to upgrade online as I have a friend's and family discount. However the dreaded dead upgrade button is preventing me from doing this. I have raised a case with the technical support team last week. The issue is the upgrade button doesn't do anything, it's a dead button.

However I am looking to upgrade and have a look around. The only way I seem to be able to do this is to click the "Add a product" button. I then seem to be able to override the 30% discount in favour of the friends and family discount.

My question is is, can I upgrade this way then cancel my existing SIM only plan?

Re: Upgrade Question

Katie_B — Mon, 19 Aug 2024 11:55:49 GMT

Hello @Jackellingham.

Welcome to the community.

When you purchase a new line you will loose your current number when cancelling the old SIM plan.

Did our technical care team provide you with any more information?

When you called did you speak with our upgrades team?

Katie

Re: Upgrade Question

Jackellingham — Mon, 19 Aug 2024 12:12:53 GMT

Hi there,

No information yet, they just took all the details they could and said there was no time frame.

I can't upgrade over the phone as can't use my friends and family discount code. Unless they can find a way to do so.

Re: Upgrade Question

Katie_B — Mon, 19 Aug 2024 12:37:30 GMT

Hi @Jackellingham.

I'm sorry to hear this.

I'd recommend giving us a call and speaking with our upgrades team to see if there is any other options.

Do you have the discount active on your current SIM plan?

Katie

Re: Upgrade Question

Jackellingham — Mon, 19 Aug 2024 12:52:36 GMT

Hi there Katie,

No currently on my SIM only plan I do not have the friends and family discount applied.

Praying a fix is soon, I have no physical way of upgrading!

Re: Upgrade Question

Katie_B — Mon, 19 Aug 2024 13:04:29 GMT

Thanks for getting back to me @Jackellingham.

I would recommend speaking with our upgrades team and notifying them of the problem you have.

They may be able to help process an upgrade.

Katie 🙂