topic Upgrade Anytime Confusion! in Contracts & Billing

Upgrade Anytime Confusion!

tomjayheath — Sun, 16 Feb 2025 10:39:01 GMT

Hello all.

I have had a upgrade anytime available for the last 2 weeks (I'm 4 months into my current contract but have been with EE for 2+ years now). It said 'Upgrade now for fee of £0' etc and gave me the options of phones to pick. I want the Z Fold 6 256gb and I can add it to basket and checkout. Ive just been looking at reviews etc as I want the bigger screen for multitasking and what not so I've just been researching.

However today I wake up and log in to go and process it, and it now says £600 upgrade anytime fee. How is that fair? It cant say to me that one day i can pay £0 then the next day decide to charge me £600, plus £160 upfront for the phone as well. £760 is shocking. What's the point of having upgrade anytime and still charging so much? You may as well just call it early termination fee.

Fair enough if it said £600 from the get go but I see i can get it for £0 fee and then it changes im not going to honour that.

Re: Upgrade Anytime Confusion!

Michael_D — Sun, 16 Feb 2025 12:45:06 GMT

Hi @tomjayheath

Thanks for coming to the community.

The fee you are seeing would be correct if you are in the early part of your existing contract.

When you do an upgrade anytime, there would be an upgrade fee in the first 12 months, as well as needing to trade in your current phone. After the 12 months, you'd not have the fee and would just need to trade in your current phone.

There is more on the fees and how it works on our How can I Upgrade Anytime help page.

Michael

Re: Upgrade Anytime Confusion!

tomjayheath — Sun, 16 Feb 2025 12:58:45 GMT

How come it would show £0 for a while though? It looked as if it would have procured it had i placed the upgrade order.

Re: Upgrade Anytime Confusion!

Michael_D — Sun, 16 Feb 2025 13:00:52 GMT

That would have been an error if it was showing £0 @tomjayheath. If you had tried to place an order that way, it would have been rejected when the order was processed by our digital sales team as you were still in the first 12 months.

Michael

Re: Upgrade Anytime Confusion!

tomjayheath — Sun, 16 Feb 2025 13:01:55 GMT

Understood. Thanks for the clarification!

Re: Upgrade Anytime Confusion!

Michael_D — Sun, 16 Feb 2025 13:31:53 GMT

My pleasure @tomjayheath.

Take care and have a great day.

Michael