New Passport Upgrade Service!

Hello everyone, I've been watching this forum for about a week although it's my first time posting. I sent in my application for a replacement passport on the 24th of March and hadn't received the text to say my application had been received. I travel on the 1st of June and was made aware of the upgrade team earlier on last week and was allowed to start the process of upgrading on Wednesday as its two weeks until the holiday. After the call I got the email from the post room email address and then I sent in all the required information (name, passport application number, contact details and proof of travel) to the durham upgrade team where my application is and got the automated response. It has been 4 days since I got those automated responses and I still haven't had the upgrade team call back to take payment or progress the application further. If it wasn't for this forum I feel like I would have had a nervous breakdown by now but seeing some of the other positive posts have helped. I'm just being hopeful I'll get lucky too. Wishing everyone the best of luck and sorry for rambling on.

Following my long last past (sorry it went on!) i still have not heard anything and need the passport in my hand on Friday at the latest. I think im going to get up at 3am and do a 400 miles round trip on Thursday and fo to the Peterborough office where they are processing it and see what they can do. Anyone else had any joy when turning up at the offices?

I haven’t received any calls back from the upgrade team but know they are turning them around in 48hrs of travel date so I’d sit tight and get chasing in the final days or as much as you can.

All I’m worried about is the fact if it’s 48 hours before that’s the jubilee bank holiday :/ are they going to be working still I’m a nervous wreck x

Due to fly Wednesday morning 25/05, will be 48hrs tomorrow morning. Still no calls so thought I'd email upgrade team again tonight to make sure my email is seen again. Sent my email through to peterboroughupgradeteam@hmpo.gov.uk Didn't receive an auto response Sent an email to all the other upgrade teams and got an auto response from them, tried Peterborough again and no response. So I wonder if Peterborough are just not sending auto responses any more, whether their mailbox is full or whether I've been blocked?

This is awful. Try webchat. Go onto main Passport site select webchat. Don't fill in page when it says agent free just put 1st name and click. If it says waiting agent stay on page. Good luck

I emailed Peterborough and Liverpool Upgrade teams this morning from both mine and my husbands email addresses. Received auto response from both to my husbands email but only Liverpool for mine. May be coincidence but I did email last week from mine too!

So I’ve spoken with someone this morning …. Has everyone been told it’s not a guaranteed service ??? I’ve just been told that if there to busy with upgrades they can reject the upgrade … I could literally cry .. we travel in 13 days been told there calling people back in date of travel order which I understand for people that travel sooner… also that after I sent my documents to Newport my application is now with Durham ??? Has this happened to anyone also? I’m keeping everthing crossed 🤞🏻

So tried emailing Peterborough upgrade team from a new email and this time the auto response did come. My main email must be blocked as sent multiple emails but only on guidance of advisers/progress team after going over 48 hours without a response. I am now within 48 hours of travel time and no call. Anyone had any calls from Peterborough upgrade team today. I don't think it's going to happen for us.

I’ve seen people getting a call day before to collect. Are u local to Peterborough, if not make sure when they call u ask for it to be printed to one near you so you can collect. We fly Thurs, also waiting on a call! Good luck!

Yes I was told the same too, that it's discretionary! :( We travel on thurs, I dont think you'll be getting a call until 48 hrs before, that's what theyre working to at the moment. We fly Thurs and so expect a call tmrw or Wed, fingers crossed! I've had a long two week wait! arghh

My fingers are crossed for you , and for everyone that we all manage to get sorted 🤞🏻

Had my call from upgrade team, travel is wed 25/05, offered me collection tomorrow, however I have an already rearranged work appointment tomorrow that I cannot shift so they are going to post it out to me. I can rearrange our flights by a few days to early next week and we should receive by post comfortably by then. Feel like I a weight has been lifted.

I’m so pleased for you having read your thread and only you saying you don’t think it’s going to happen a few hours later a huge turn around , gives me huge hopes …

Well I’ve just been sent into another blind panic - I sent my upgrade email on Saturday and have had an auto reply but I’ve read on a Facebook group that they’re only granting upgrades to people who applied 6 weeks ago whether or not they’re 2 weeks away from their travel date. My anxiety is going into overdrive!!

Excellent, gives me hope for tomorrow!! 👏

I sincerely hope not! That will rule me out too. They need to recognise that there will always be cases where passports are required urgently and if appointments aren’t available within 3 weeks then people have no option but to submit a standard application and then go for upgrade! I rang this morning and the lady said my application was all fine and I should send the upgrade email as soon as the documents are marked as received. Currently taking up to 11 working day to scan and update. She didn’t mention this at all!

I have been waiting just over 10 weeks for my passport now. Its been sitting in the processing stage since 22 April. Travelling in 9 days time to the US and I am worried that even if I did receive the passport on the day of travel I worry I won't have enough time to apply for the visa and do the required covid test! I have been emailing all the upgrade email addresses and calling non stop to get this over the line. I have now gotten my MP involved. Such a frustrating and stressful process when it shouldn't be. I am at my wits end now!

We fly Thursday 26th May and still waiting for my son's renewal, which is now 9 weeks in the system. The upgrade team did acknowledge my travel date, but I have emailed my MP, called HMPO so many times I have lost count. My brother in law and a friend of the family got their renewals in 3 weeks which shows there is zero logic to their processes. My anxiety is through the roof at the moment, we have to organize a PCR for my son which I cannot organize until the passport is in my hand. I am trying to remain positive but this is honestly just a shambles and I am losing hope!

Old passports arrived today. Does anyone know when the new ones get delivered ? Flights in a few days hopefully they come soon.

I finally got the call from the upgrade team on Friday. They said my passport will be sent Royal Mail 48 hour tracked. The tracker has said printed since Saturday, I haven’t had any tracking details yet. When do you think it will have been dispatched? Saturday or today?

@doomkittycleo- when do you fly? I fly Saturday morning and still awaiting call from Liverpool upgrade team. Application been in since March 2nd, and processing for 6 weeks!!

This is the email that the person received: Dear Customer, We have reviewed the information you sent us. As you have not included any evidence to show you need a passport in the next 2 weeks and/or your application was not submitted at least 6 weeks ago, we are unable to upgrade your application. Your application will continue to be processed using our standard service. If you have evidence to show you need a passport in the next 2 weeks and you submitted your application at least 6 weeks ago, you should send us this now. If your circumstances change, you should submit a new request by calling the Adviceline on 0300 222 0000. The Adviceline is available from 08:00am to 6:00pm Monday to Friday, and 09:00am to 5:30pm weekends and public holidays (UK time). We can only consider upgrade applications when evidence shows a need for a passport in the next 2 weeks and the application was submitted at least 6 weeks ago. You can track your application at www.passport.service.gov.uk/track/reference

Fantastic! Doesn’t sound very positive at all.

I think it’s more the evidence than anything that’s the first I’ve heard about the 6 weeks thing and for people like myself that have lost a passport , I put in my application on the 21st April that’s still not 6 weeks I have hope 🤞🏻🤞🏻