Hi all, I accepted a pay monthly phone contract upgrade last Thursday and the email says £0 upfront, but when I log in it’s still showing a one-off upgrade fee of £49. I’ve checked twice and I’m probably missing something obvious. Has anyone had this before? The handset is meant to arrive tomorrow and I’m getting a bit twitchy now.
Hi Megan, thanks for posting. I can help with this. Sometimes the account page shows a temporary holding fee before the contract fully updates. Can you confirm whether the order confirmation email mentions a separate delivery charge or only the handset price and monthly plan?
Yeah mine did that and then disappeared after dispatch. I’d still keep an eye on the finance agreement though because that bit is the one that matters, not the shopping basket page.
The email says no upfront cost and £36 a month. There’s a line for 'upgrade fee' in the app though, which is what’s thrown me. I don’t remember agreeing to any extra fee when I clicked through.
Thanks Megan. I’ve checked the wording you’ve quoted and that does sound like the app is showing the old basket view rather than the signed agreement. If your confirmation email says £0 upfront, then that’s what should apply. The upgrade fee line should drop off once the order syncs, usually within 24–48 hours. If it’s still there after dispatch, reply here and we’ll raise it for review. This resolved my question.
This happened on my last upgrade too. The app was just being odd. Definitely keep the email though, I had to quote mine back when I queried a SIM add-on.
If you want, Megan, I can also check whether the handset dispatch has gone through yet. If you post the order reference in a private message to support, we can look at the live status.
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