Not using upgrade anytime

[Winfo50]

I'm within my last 100 days of my contract, the EE website says on a normal annual upgrade I should be able to upgrade now for free so long as I'm getting a package for the same price or more.

However, on trying to upgrade online/on the app it will only let me use the upgrade anytime option, and on contacting EE I'm told of I do that I'll be charged due to my current phone being damaged, if I don't want to send in my phone I'll be charged for upgrading early and there's no way around this. They've even told me that the website says the 100 days is for upgrade anytime, but when I'm looking at the upgrade anytime bit it just talks about it being after the first 15 days and before the last 30,

Is this right as I feels like either the website is wrong or I'm being messed about?

[bristolian]

Do you have screenshots of the pages quoting the early upgrade windows you mention?

My understanding is that the standard early upgrade window is now 30days.

[Winfo50]

Yeah it's on this page,

https://ee.co.uk/help/mobile/upgrade/when-can-i-upgrade 

just after the bit about 30 days it says,

'Alternatively, if you’re in the last 100 days of your contract, you can get the latest device with no early upgrade fee if your new plan is higher than your current plan.'

[Katie_B]

Hello @Winfo50. 

Thanks for coming here. 

After 12 months we don't charge a fee for upgrading to a plan at the same cost or higher, however, this does require your phone to be sent back as a trade-in. 

If you can't trade-in your device because of damage then a make-up fee can be paid.

Information on sending back your damaged device can be found on our Annual Upgrade page. 

This also includes the cost for looking to keep your device. 

Katie

[Winfo50]

So are you saying that because I have the option of upgrade anytime, I either have to give in my phone (which due to a damage would require a fee) or pay a fee and I'm unable to upgrade under the normal upgrade terms noted above?

If that's correct surely that should be made clear on the webpage I linked in my earlier reply

[Katie_B]

Hi @Winfo50. 

If you do not wish to pay a fee for the damaged device then a free upgrade to keep your device can be processed within your last 30 days.

I will be sure to send some feedback to our web team regarding the page you have linked and the information provided. 

Katie

[Winfo50]

It's probably a good idea on the feedback front as currently that could be seen as misleading. It may also be worthwhile having the department who manage the wording of your T&C's/contracts to have a look at the details around the 'upgrade anytime' as currently it's written as if it's a perk but that otherwise your account runs as normal although this would show that that's not quite correct and that this removes the basic upgrade options that a contract without it would have,

Thanks for your help and clarification though Katie