I can upgrade my current plan and phone from September 23. Upgraded via the app on 31/12/23. Shortly after received a message via text that my order had been cancelled as I was not eligible for an upgrade. I was on a 24 month contract that ended in September 23. It is also saying now on the app the upgrades will be available in the future.
I have been unsuccessful trying to speak to anyone in customer services via telephone. I understand this may be a busy time of year but I have been a customer of yours since 2017 and also have broadband with yourselves and have never experienced any problems upgraded like this previously. Very disappointing.
