New Passport Upgrade Service!

Applied for urgent upgrade with help of progress team 5 days ago, travel in 6 days but yet to hear anything. I haven’t emailed them or called since because I don’t like the idea of pestering them with calls and emails. That being said should I email them today with the same thing or call Wednesday to ask for an update? I need to know as soon as not just for passport reasons but also because travelling to Peterborough is a long journey for me. And I need to give work notice

Hi all. First of all ive been told it doesn’t matter what office your application is at they can all access it and it can be printed at any office. Has anyone actually turned up at an office and got anywhere????? My story in short applied for 5 passports. Wifes/2 boys all renewals first came back after 2 weeks last after 6 Two new passports for 3rd son and daughter daughters came back after 7 weeks sons is still saying they don’t have his documents as they had been filed under my daughters with hers. Called so many times over last 6 weeks told it would be looked into and they would just get his document from hers after weeks nothings been done I’ve recently found out its pointless calling the numbers as there just call centres and tell you what you want to her to get rid of you. We travel Saturday and i emailed every upgrade office and other emails also my MB as i was advised ive had a response from most and my MB is looking into it. My worry is they will call to say they will upgrade but cant as dont have his documentation im hoping they will then say i can take that to my nearest office and they will do it all whilst there but not holding my breath. The frustrating thing is if when i spoke with someone 6 weeks ago actually knew what they were doing they could have said send in new documents.

Has anyone else had the infuriating automatic being cut off once you have been on the phone and on hold for 2 hours on the passport advice line? I was just speaking to someone as been waiting since February the 4th for my partner's passport and got cut off because of that 2 hour thing. Was told that anyone waiting for a passport urgently is that you will get a call from the upgrade team no later than 72 hours before your due to fly to get your passport sorted out. Don't know if they are guaranteeing that given what it's been like trying to get any truthful information out of them

Yes more than once been cut off. It is infuriating. I have been told something different every time I've called. I have got 72 hours to go now and haven't had any contact with them. Was only told about the upgrade possibility on Thursday 7 days before our travel. Even though I must have had over 10 phonecalls that week.

I’m now at my whitts end, Anybody else had this, my passport is actually with Peterborough so sent the email to them which I got a reply saying we will contact you in time for your flight date, this was done on my main email address, previous to this I had sent the upgrade to all the upgrade teams which was done before my 2 weeks on a different email, I’ve now had an auto reply from the Glasgow office saying I can’t have an upgrade because my application wasn’t admitted 6 weeks ago or wasn’t within the 2 weeks. Bearing in mind I hadn’t sent the proper confirmation on this e mail and wasn’t within my 2 weeks. Do I take this as the upgrade won’t happen or carry on thinking Peterborough will continue my upgrade. 4 days till I fly I think it’s time to give up

Hi everyone I just wanted to comment to tell everyone not to give up or loose hope. We fly in 9 days (1st of June) and tonight I got my call from the upgrade team and the hubby is collecting passports tomorrow! X

Im happy for you but not sure how that works when they say they do it in date order of travel i travel on the 28th and not had a call.

With you on that Gareth, I also fly on the 28th and no sign of any call for me!! @mellyowen which upgrade team was dealing with yours?

I think this is where different offices / upgrade teams have different backlogs

I’ve emailed all of them as advised as they are all linked and it doesn’t matter where your documents are any office can see them once filed. Also emailed my MP who is chasing up.

I did get in touch with my local MP again today and they chased it up so maybe that had something to do with it? It’s Peterborough who have been dealing with it. They’ve had the applications for 9 weeks, don’t know if it makes a difference when they were submitted x

I’m guessing the new 6 week rule puts an end to the hope of the upgrade team calling if we’re still within that time, regardless of travel date?

Have they changed it from 4 weeks since you applied to 6 weeks now? X

@gareth198115040 I did the same and emailed every upgrade team the same email but Newport replied back and said that as the applications went to Peterborough I would need to liaise with them and sort the upgrade.

We are booked to go on 26th. So clearly isnt being done in date order Just another lie

We are due to fly out on Thursday 26th May. My friend still hasn't had her passport, she applied 17th feb. She emailed all of the upgrade teams and got some emails back to say they have received her upgrade request and to not call or email as it will delay the process, so she's not called as she's scared they won't do it. Thing is though, hers is her 1st ever passport and she hasn't even had an interview that you normally get with your 1st passport. So what's the likelihood of them actually processing it for her before Thursday? :(

Has anyone got a call on a Saturday? Also anyone ever went to Belfast office?

Amazing news I’m Trying not to give up hope … How are people finding out about this new rule I’ve spoke to multiple progress teams this past week who haven’t mentioned nothing about a 6 week rule ? If that’s the case then Its been 5weeks for me as I lost my old passport ..this holiday has been booked a year :( we travel in 12 days and I won’t be getting it then ? :(

Hi @paigebates91 I was told on Friday when I spoke to the progress team they had to have had your application for at least 4 weeks, they never mentioned 6 weeks to me. 🤞🏻 You get yours sorted.

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.

Hi all, My partner applied for his passport on 6th April. We fly on the 3rd of June. I can’t get through on the phone and I don’t know where the passport is being processed as it was all applied for online. I know he had to send some documents to Liverpool? Does that mean it’s being processed there? If anyone has any ideas for me that would be greatly appreciated as I want to upgrade and I just don’t know where to start! Thanks!!

Call 0300 222 0000 option 8 then option 3. Explain your situation and request an upgrade. They may need to get you to progress team first to action the upgrade. In which case ask to be put through rather than call back.

@Brentmeister2k Thank you. I just tried and I was cut off. Losing the will!!

Ahh no sorry. In my experience that was the best way of getting through to someone.

Can I ask, how long is it taking for documents (old passport) to be marked as Received? Been 2 weeks since delivery by Royal Mail and still not updated! Progress team suggested up to 11 working days. Can’t do anything about upgrade until that happens.