Unable to upgrade online

[RachaelR]

I'm due to upgrade - the website informs me of this fact every time I log in.  Unfortunately whenever I click on the upgrade link nothing happens.  The only thing I can do is go directly to the shop and buy a new phone or sim but there's no option to upgrade or add my NHS perk code at checkout. 

Please could you advise why the upgrade link isn't working - thanks

[LisaM22]

I’m having the same problem. I can select a phone, in fact I’ve selected multiple phones to see if it’s just specific ones that don’t work. However all phones state there are no plans available? I’ve been trying for nearly 3 weeks with my contract end date nearing.

[Jon_K]

Hi @RachaelR.

Welcome to the community.

Can you try using another browser or another device and see if you have the same problem?

Are you due an upgrade or trying to upgrade early?

Jon

[RachaelR]

Hi @Jon_K 

Welcome to the community.

- thank you

Can you try using another browser or another device and see if you have the same problem? 

- yes I have and I get the same problem.  I have used different devices and different browsers

Are you due an upgrade or trying to upgrade early?

- yes I am due an upgrade and no it isn't early.  The link to upgrade is there but doesn't work so I can't see my upgrade options or redeem my NHS perk which can only be done online

Rachael

[Jon_K]

Thanks @RachaelR.

I'd recommend getting in touch with our Customer Care team so they can check your account.

They will be able to see if there is anything stopping you from upgrading online.

If you still can't complete it online, they should e able to honour the discount over the phone.

Jon

[RachaelR]

@Jon_K thank you

I spent most of yesterday talking to various customer care people and they were unable to resolve the issue. 

[Leanne_T]

Morning @RachaelR

Thanks for coming back to us. 

You can use your perk code over the phone on 150.

What did the team advise when you called? 

Thanks 🙂

Leanne. 

[RachaelR]

@Leanne_T 

I spoke to them via facebook messenger.  They checked my account to ensure I had full account holder access and said everything was set up as it should be.  They advised I would have to upgrade via 150 instead. 

[Leanne_T]

Thanks @RachaelR

In this case, please give us a call on 150 and the team will help you with the upgrade 🙂

Leanne. 

[Robo73-]

Same here I’m unable to upgrade online I don’t like to browse to see if any offers available,it’s becoming a real pain😬