upgrade issue

[ConorG736]

I have bene attempting to upgrade from my iPhone 14 pro to the 15 pro max. When attempting to do this online it does not let me continue and says "The items in your basket are over your pay monthly amount on this income range
Try changing your upfront cost, credit agreement length or plan so the total monthly" , but the contract works out cheaper than what I am paying now, even without the 20% discount I have. I have never missed a payment and when calling to upgrade, they wanted to charge me more as the one I am looking at is an "online exclusive" and they could not add my discount either. Is there a way I can get this rectified as CS are no help and I am very close to changing to another provider 

[Chris_S]

Hi @ConorG736 

When you are upgrade using our Flex Pay option, you have two separate contracts and direct debits, one is an interest-free credit agreement for your phone, which has the additional check, the other is a 24 month Airtime plan.

You can call our service guides on 150 from your EE phone,  then a guide from our upgrade team will be able to look at the deal you are looking for as a standard upgrade option instead. 

Chris S