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Eligible for upgrade but not?

My device is paid off and account status says I'm now out of contract and eligible for upgrade.

I selected the new device I wanted, when I got to checkout it says I need to pay off my loan first.

Please advise

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Re: Eligible for upgrade but not?

Please could one of the Virgin team message me about this? Thank you!

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Re: Eligible for upgrade but not?

resolved!

upgrade/new contract arranged by superb call centre staff member

thank you😁

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