I can’t get a new contract

[Benford363636]

I am due an upgrade which I should have done in December 2022. I have been with EE for 30 years and never missed a payment and always stayed loyal. I went to upgrade to iPhone 15 and they asked my yearly income in the shop. I stupidly gave them a small income as thought if I gave my actual they would try and sell me extras I did not need. They assured me it was not a credit check. As I have an incorrect low income they will now not give me an upgrade on a contract and want me to pay for the phone upfront.  I have tried to give correct income but it’s not accepting in the shop and when I try online it does not even ask fir an income but won’t let me have a new contract. After 30 years do I need ti switch providers, it’s such a shame . Any advice please 

[bristolian]

An upgrade means changing your phone while keeping your existing number. A new contract is just that, and comes with a new number.

Are you able to upgrade via CS on 150?

[Schockwave]

@Benford363636 , You need to make sure that it is an upgrade, so I would suggest you ring customer service and do it that way then you should be ok, they can take a look for you, so long as you can pay the upfront cost, there is no reason why you should be denied an upgrade.