early upgrade fee waived

[LiamBeeee]

Hi, just wondering I received a text message saying I can upgrade for free and I can pick a new contract?  However when I pick a new contract it says I still have to pay an early upgrade fee? 

[Ali_A]

Hi @LiamBeeee 

Welcome to the Community. 

Great to hear you're looking to take an early upgrade. 

Do you have multiple mobiles on your account? 

Ali 

[Kelly197811]

I've had the exact same message sent to me....twice today.  Try to upgrade & they want me to pay almost £260 early upgrade fee?! Make it make sense!! You would think they would have sorted this by now as it seems to have been an issue since 2023!! 

[LiamBeeee]

was only interested if the offer was a free early upgrade as that’s what it states in the message I received earlier, however it turns it when I click the package I want, they want an early upgrade free which wasn’t what was said in the message I got! 

[LiamBeeee]

Disgrace considering it’s a false advertisement, they should have to honour it as it’s what it says on the message.

[Ali_A]

@LiamBeeee 

I'd recommend giving our Upgrades Team a call who can look at the early upgrade offer you received to you and package you're looking to go for. 

Ali 

[Imiac]

I got this too, I don’t get why they’d send it if it’s not free? I’m not going to magically decide yes I want to spend an extra 178 to pay 60 a month when the deal actually says no upgrade fee, nothing up front and 40pm… 

[Michael_D · Accepted solution]

Hi @Imiac 

I know you'll want to get such a great offer.

If you choose a phone and plan and proceed to the checkout, does it still show the early upgrade fee? Sometimes the offer would only take effect at that point.

If it is still showing the fee, please give our upgrades team a call. They'll be able to access your account and see the offer you've been sent to help.

Michael

[LiamBeeee]

Hello, 

Ive just been sent this offer again, and when I click my plan and phone and try to go to checkout I can’t get into checkout, however before hand it still tells me I have an upgrade free when the message states otherwise that I can upgrade early for no extra cost waiving my old cost? 

[Michael_D]

HI @LiamBeeee 

If you aren't able to get to the checkout, can you try to clear the cookies and cache from your browser and try again, or try another browser or device?

If you still see the same thing happen, the best option would be to give our upgrades team a call, and they can look at the offer for you.

Michael