topic Re: Understanding upgrade information in Contracts & Billing

Understanding upgrade information

Sallypw — Thu, 09 Jan 2025 21:43:02 GMT

I've been told I'm eligible for an upgrade. Contract end date is November time.

Go through the process, get to the terms and conditions and see the following wording:

'This is a new contract in addition to any other devices on my account '.

So does this mean I'm taking on a second contract so will be paying two contracts?

Re: Understanding upgrade information

Peter_W — Fri, 10 Jan 2025 10:23:41 GMT

Good morning @Sallypw, welcome to the EE Community 😊

That does sound like it's taken you down the path of an additional line rather than an upgrade, where exactly was it that mentioned you can upgrade?

If your contract doesn't end until November then this may be an exclusive offer on particular plans and handsets, or you may be on a plan that includes early upgrades under certain conditions.

Feel free to pop up any screenshots if you have them available too, just make sure to hide any personal details.

Peter

Re: Understanding upgrade information

Sallypw — Fri, 10 Jan 2025 11:15:14 GMT

Thanks for the reply. On the homepage, there is the att ached banner saying 'your upgrade is calling'

I'm attempting to upgrade to a Pixel 7a

Re: Understanding upgrade information

Peter_W — Fri, 10 Jan 2025 12:47:05 GMT

Cheers @Sallypw, do you have any other lines with us, such as an additional SIM or watch contract, that could be due for upgrade instead?

Also if you go to Manage Mobile > Mobile and SIMs > Then check your number, what does it show as the official contract end date, and what's the name of the plan you're on?
Peter

Re: Understanding upgrade information

Sallypw — Fri, 10 Jan 2025 13:07:13 GMT

Hi Peter,

No, nothing else with you.

Plan as screenshot

Re: Understanding upgrade information

Peter_W — Fri, 10 Jan 2025 13:58:32 GMT

Thanks @Sallypw, we don't have access to your account here on the Community so I can't say for sure what the terms of the early upgrade offered here are.

Can you please try deleting the item currently in your basket though, and then try upgrading through the button on the screenshot in your last post?
Peter

Re: Understanding upgrade information

Sallypw — Fri, 10 Jan 2025 18:27:42 GMT

Hi Peter,

Still getting the same message about being a new contract doing it this way.

Regards

Re: Understanding upgrade information

Peter_W — Fri, 10 Jan 2025 18:31:37 GMT

Thanks @Sallypw, could you possibly share a screenshot of the message you're seeing so we can get this double checked?
Peter

Re: Understanding upgrade information

Sallypw — Fri, 10 Jan 2025 19:08:39 GMT

Please see screenshot below

Re: Understanding upgrade information

Sallypw — Fri, 10 Jan 2025 21:33:50 GMT

Thanks for the help on this. Decided to log in via laptop and use the desktop site rather than the app and the message doesn't show on there.