Free Early Upgrade

[ncaton]

i, my account says that I am able to upgrade early for free, but if I try to click through, either the upgrade fee is still on the phone, or if I have founf a phone and plan with the upgrade fee crossed out, the link does not work.  It is just an image rather than a link.  How can I access this free upgrade please?

[Christopher_G]

Hi @ncaton

Welcome to the community.

That sounds really unusual. Could you try on a different device or browser and let me know if the same thing happens?

Chris

[ncaton]

Hi @Christopher_G yes this is the same on my laptop and I have tried it on 2 mobile devices.

The specific device and plan I am trying is the Samsung Z Fold 3 5G 256GB at £82 per month, see screenshot of plan below.  Interestingly, other plans seem to work

[ncaton]

[Christopher_G]

Thanks, @ncaton

From your screenshot, I can't see a reason why you wouldn't be able to have your discount on that.

It may be worth speaking to our Mobile Care team so they can look into it for you.

Let us know how you get on.

Chris

[ncaton]

They have explained that it's a trade in deal, and I can offset the trade in cost and upfront handset cost, but this wasn't explained and still not sure why the link mentioned earlier wasn't working. Tbh I was hoping to take advantage of the offer and trade the phone in for cash but assume I'm being too optimistic 

[Christopher_G]

If you want the money back as a lump sum, you would have to take out a different deal and trade in the phone separately, @ncaton.

Chris

[mifccak]

This is exactly what has been happening to both me and my son.  There seem to be a lot of people on this forum experiencing the same thing.

Its very frustrating and frankly a waste of time.

[mifccak]

I spoke to the upgrade team who said that its not a free upgrade, its just the £268 upgrade fee is added on to the monthly payment so that the cost is spread over the contract.  It is totally false marketing and trickery.

[Soulstealer74]

Hi. I’m having the same issue. When I select a plan that matches or exceeds my current plan price the early upgrade fee is still showing as owed. Even if I go as far as checkout the fee still applies.