Early upgrade

[Ptay]

So my contract isn't up till may 25 went online and it says no upgrade fee today to do an early upgrade. Only device plan left to pay for the remainder of it. I don't have a device plan in place. Went on live chat and the customer service was insisting I'd have to pay the remainder of my contract on my next bill. Yet on the app it said nothing to pay, no early upgrade fee. Very contradictory messages. Anyone else had this 

Thanks 

[PeteG]

Hi there, Ptay. 

That doesn't sound like the best experience. Could you upload a screenshot of what you're seeing in the app? Please make sure to hide any personal information within the screenshot before uploading. I haven't had success in getting some one to show what's actually happening, so it would be really helpful if you can. 

Pete.

[Ptay]

 

 weirdly I apply for an early upgrade now and it says nothing about any existing payments needed?

[Ptay]

Well unbelievably since I posted this. It now says about the one off payment. So I'm guessing it was an error on the 3 app..because it 100% didn't say anything about a one off payment. Just I was eligible for a upgrade with no fee to pay. Only the outstanding device payments. If I had any would need to be continued to be paid... Thanks for the reply 

[JonathanB]

Hi @Ptay,

Sorry for any confusion there, I'd like to help clear this up of possible. Was the fee you've mentioned to pay off the remainder of the current Airtime plan, or a one off upfront payment towards the new Device?

Thanks,
Jonathan

[Ptay]

Originally there wasn't a fee to pay at all. No airtime plan or device. I queried this to see if it was correct. Now I check and it says £210 to pay even tho it says I'm eligible for a free upgrade . That fee now is to pay the remainder of the airtime plan 

[JonathanB]

Thanks @Ptay,

From my reading of this you ought to be eligible for an Anytime Upgrade. As long as the last plan has completed at least 90 days, you're taking a new Device, and you choose a data plan that's at least the same or higher then you should be eligible for early upgrade. 

The only other restriction I'm aware of is that you may not be able to take this offer if the current plan was supplied indirectly, you didn't take the current plan from a 3rd party website/dealer? Is it possible that you were building an upgrade order that didn't meet the criteria mentioned, i.e a lower airtime plan, or SIM only?

As @PeteG mentioned, screenshots (with any personal details blanked out) could be helpful if there is some sort of bug we need to highlight on the webpages.

Thanks,
Jonathan

[Ptay]

Thanks for getting back to me. The whole thing was abit confusing. I purchased my current phone/plan through 3 so no 3rd party involved. Unfortunately I didn't screenshot the previous process where it said no payment needed on the First bill of my new contract which was showing no payment. Though now it says £210 will be added to the first bill. As I said before. This has only since been added after I questioned any outstanding device plan. Which they said I didn't have 

It's ok now I'll just wait till I'm 30 days out before I cancel my contract with 3 and go with another provider. 

Thank you for you're help