Online Upgrade, not truly online..

<p>Why is it that for an online upgrade to be done, I have to put my details and let a consultant phone me? My previous upgrade 2 years back was just 3 clicks.</p> <p> </p> <p>All info on the site seems to indicate the method I used 2 years back was how I should be able to do it, but actually trying to upgrade my contract brings a whole new process?</p>