Upgrading promise > 5G

[amc81]

I have been trying to contact a customer service agent to no avail. When I obtained my new contract less than a year ago there was promise that if Apple release a 5G device within the first year I would be upgraded for free. Please let me know what the next steps are please... 

[Kristianharris]

Myself and my partner are in the same situation. After escalating through chat yesterday they are pulling the call recording from when we were sold out contracts. 

 We should hear back in a few days so we’ll let this page know how we get on. 

[amc81]

When you say escalating through the chat do you mean online chat or over the phone? 

[Kristianharris]

It was on the online chat, when I say escalate, I mean I got through to their manager on chat who was helpful at progressing this further and getting the recordings

[amc81]

Thanks! I’ll try that as the wait time for customer service via phone is outrageous. Has anybody had any results yet? 

[Jbr154]

Still no update here, was told I’d get a answer within 5 workings days... today is day 5

[Kristianharris]

Day 3 for me, which is when they said I should hear back on the call recording. 
move also requested the call recording too for my own ears. You can do this here:- 

https://www.vodafone.co.uk/gdpr-sars-form

[amc81]

Currently on the chat and being told this. 

 >>> I have word with my team, I am afraid to say that only 60-90 days old call recording is available in database, and yes you can free upgrade with new Iphone 12 however you need to trade in your old Iphone 11 first. After that our team will help you with free upgrade.

i AM being fobbed off again with the annual upgrade - just to confirm were you all offered what I was offered, that is WITHIN the 1 YEAR of taking out your contract Apple release a 5G device you would get that device for free? I was offered this in December of last year. 

[Jbr154]

To be honest I assumed that I would have to hand the old phone back.

The issue I have is that, like you, I took the contract out in December and I am being told I have to wait till then before I can upgrade which differs from what I was told at point of sale.

[amc81]

Yes. My issue is exactly the same as yours. 

[amc81]

Were they able to pull your call from last December?