Yearly Upgrade Dispute

[daclarke35]

Like many people on here, I have been a member of the yearly upgrade programme for several years - have upgraded my handset the last two years around October time after 12 months of my contract: I got involved with the Yearly Upgrade when it first came around with my iPhone 7.  After a year I swapped to the iPhone X, and last October upgraded to a newer iPhone XR. I was able to see when first signing up for it that I'd be able to upgrade after 12 months.

I've since noticed that my account is now telling me I am not eligible to upgrade my handset until March 2021 - can anyone help with this?  Is there a reason mine is no longer showing?

Had I known that this was going to be pulled, or that I would not be able to upgrade as per my membership of the Yearly Upgrade Programme I would have taken a shorter contract or even signed up for the Apple yearly refresh programme instead.  Customer Service/Recontracts that I have contacted have not been much help so far.  Can anyone help - I see there are lots of people who have this same query.

[MI5 Level 94: Supreme · Accepted solution]

@daclarke35 

We are all customers here so can only advise you call customer service to see why Guide: How to find help & contact O2 

[Anonymous]

I maybe wrong here but I thought I saw a post on here a while ago stating that it had been got rid of 

[MI5 Level 94: Supreme]

Maybe for new contracts or upgrades but it cannot just be removed if part of what the customer signed up to.

[jonsie Level 94: Supreme]

No, they can't discontinue it for existing customers. Maybe just new contracts? Just call 202 and ask them.