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Can anyone share experience from when you have received the ‘acknowledgement’ of upgrade email. Not the immediate one asking you to send evidence but the one that states ‘received request and your date of travel is xxx’? How quickly did a call come after this?
They didn’t say anything about bank holidays, my thought was to leave another few days and try and call again for a further update (and the new process as it seems to be changing every few days!). If the offices are still open for pickup it might be ok, but if it’s courier I’m screwed! Will hopefully be able to make a decision by Monday depending on status!
Hi All, I managed to speak to someone today who was super helpful using the advice line: 01633 745709. A million times better than the three times i tried on the 0300 today with refusal to transfer me to anyone. Anyway, thought I’d share what I was told as may be helpful. I appreciate everyone is getting different messages but it seemed to make sense based on my specific case.
My application was submitted April 4th, with my marriage cert for change of name sent the same day. Application changed to ‘processing’ on the 26th April and has been stuck there ever since. I called on Friday to ‘upgrade’ as I travel on the 3rd June. I was asked to send proof which I did straight away, at the same time I got an automated message back saying ‘upgrade logged you’ll get a call within 48 hours’ I was told my documents are in Durham but I also sent to Glasgow as that is my local office – blind hope more than anything. I have had no call so I called this morning as 48 hours had passed to be told that process changed yesterday and I just had to wait, got this 3 times today so called the 01633 number this afternoon. I was told a few things:
– The process had indeed changed, due to the sheer volume of upgrades and they were now working by travel date not 48 hours from ‘upgrade’, He said to the best of his knowledge on average, but did stipulate that every office is different, they are working on travel dates of 29th May today, some offices were working faster and some were working slower – with some cases being 48 hours before travel.
– He said the upgrades team will be in touch, but couldn’t say how far in advance of travel and that you’d be offered a send out of the passport, or to collect from your local office but this could be as close as the day before you travel
– As my application was logged prior to the 11th April, I would not be charged for the upgrade. This seems to be some sort of cut off – I didn’t ask why.It may or may not be helpful, but I feel better having actually spoken to a human who managed to somewhat explain the situation to me. Whilst he couldn’t give me exact details, he at least explained how they are working through applications. I know it doesn’t help everyone but having the information and being able to now make a decision about when I have to potentially change travel has made me feel somewhat better.
@KS1982 thanks for that update. Can I ask when you were told that they’d be in touch 1-3 working days before travel? If this is a guarantee I have no issue travelling to passport office the day before we are due to go away, but unfortunately we have to make any changes to the booking 72 hours before arrival which leaves me in a complete bind. Complete first world problems but if I could get someone on the progress team to just give me some information as it seems like it changes every few days which is so frustrating! there is hope, then there isn’t, then it looks like it might be hopeful again!
Hi All,
I called this morning after ‘upgrading’ at 8am on Friday morning – I spoke to a lovely guy who logged the upgrade sent me an email with all the info which states to call back if you don’t hear within 48 hours. Called this morning as 2 working days have gone by to be told the upgrade process changed yesterday and they can no longer put you through to speak to the progress team. I had a tiny glimmer of hope on Friday but now just want to cry. Has anyone had a successful upgrade or is it down to the absolute wire with travel? I can change my flight and hotel bookings for a small charge up to 72 hours before travel (travel on the 3rd June) I don’t know when my point of no return is now though. Appreciate people are travelling before me, have been waiting longer etc. Application was logged 3rd April, Docs received and changed to ‘processing’ on the 21st April. Passport is a renewal with a name change for marriage.
