You probably have the same issue as I do: we can't upgrade to a phone with a lower monthly contract cost. I want to go from an S20 Ultra to a Pixel 5, which is about £30 cheaper, so it doesn't work.
Paying a fee and returning the current handset (depending on where you are in your contract) should be enough.
After I phoned the upgrade service, I was about to buy the phone myself but in the shop, they say EE I'd trying to fix the issue (affecting pay as you go as well they say).
I'm not really happy to have to wait again - the upgrade to the S20 Ultra was a long wait with no information and most of us had to cancel the 512Gb version and accept a 128Gb one.
