Upgrade

[Tracyarm]

Hi I ordered the new iPhone 14 max as an upgrade but I haven’t received it. That’s ok but you are asking for my old phone back before the 6th and you have changed my current plan. 
please reinstate my roaming Benefits and extend the return date of my old phone until 14 days after delivery. 

Thanks 

[Christopher_G]

Hi @Tracyarm

Welcome to the community.

The plan shouldn't change until your phone is on the way. You won't be expected to return your old device till your new one comes through too.

Thanks for your patience whilst you wait for your new phone.

Chris

[Tracyarm]

Thanks but today I have had lots of messages saying my plan has changed and I must return my phone by Friday or I will receive a £300 charge. Also I thought the deal I signed up for had roaming abroad included as I previously had but it now says I don’t and I am away and it’s now saying it’s changed. Please can you confirm what’s going on.
Thanks


Sent from my iPhone

[Christopher_G]

OK, thanks @Tracyarm

When the plan changes, it usually means the order is on it's way. I'd recommend speaking to our Mobile Care team so that they can check everything for you.

Chris