There are several factors that may affect your ability to upgrade your device at the end of your Rental Agreement.
Why am I not eligible to upgrade?
Upgrade eligibility is assessed individually and may be affected by:
- Your rental payment history.
- Whether all payments were made on time during your current agreement.
- Your credit eligibility at the time of renewal.
If you don't meet the eligibility criteria for an upgrade, this option may not be available when your renewal options are generated.
Will I still receive end-of-agreement options?
Yes.
We'll contact you before the end of your Rental Agreement with the options available to you.
Depending on your eligibility, these may include:
- Keeping your current device on a new Rental Agreement.
- Returning your device and ending your agreement.
- Upgrading to a different device.
The options available may vary between customers.
When will I receive my renewal options?
We'll usually email your renewal options during the final 14 days of your Rental Agreement.
Your available options will also be visible within My Account.
Your renewal eligibility is based on the date of your first payment, not the date your Rental Agreement started.
For example if your Rental Agreement started on 1st January 2026, but your first payment was not made until 20th January due to some delay, you will not be able to choose a renewal option until after your last payment on 20th December 2026.
This ensures all payments due under your current agreement have been collected before any renewal options become available.
I think I should be eligible to upgrade
If you believe you should be eligible for an upgrade, please contact our Customer Service Team once your renewal options have been issued.
We'll be happy to review the options available to you.