Contract expiring, got email from ID encouraging upgrade to the iPhone 14.
Went to do the upgrade today and there are no iPhone options, just cheap phones. But if I log out and just shop as a new customer, all phones are available.
Spent an hour on chat to 2 different people and all they could say is that the system decides what upgrades each person can have, and there’s nothing they can do. For the record my credit score is immaculate (checked today) and I’ve never missed a payment so there is no reason for them to restrict my options to cheap phones.
Even more bizarrely, I was told I could open a new account and get the phone I want, but it would have a new number and they would not be able to transfer my existing number! So the only way I can get a new iPhone and keep my number is by switching to another provider. Which is what I’ll have to do.
Why would this happen, offer upgrade option then withdraw it because of some algorithm that the staff don’t understand and can’t explain at all? Why would they want to drive me away like this when I’ve been a perfect customer?!