Upgrade promo code invalid

[Daniel1981]

I'm due for an upgrade and recieved a promo code recently which was supposed to discount the upfront cost of a new device. Upgrade can be made up until 18.08.2021. My plan for current device is settled.

I've followed the instructions chose the handset and tariff but when I enter the code it comes up as invalid. Tried this multiple times on different set ups (recommended as well) and it still doesn't work.

I would really appreciate if someone could assist with this issue. Thank you

[MI5 · Accepted solution]

@Daniel1981 

You'll need to call customer service.
Numbers here Guide: Coronavirus Community Help and Support 
When it comes to the reason you are calling stay silent for 15 seconds and you will be taken to the keypad options.
Press 2 for Everything Else
Press 5 for More Options
Press 7 for Anything Else which will put you though to someone.
Say "Upgrade", "Lost/Stolen" or "Fraud" if you have to, to get put through to someone.
8.00am is the best time to call if you can.