topic Re: Device plan e signable not received in Account and services

Device plan e signable not received

Hasbo16 — Sun, 13 Jul 2025 23:54:16 GMT

No e signable document received . I received the order confirmation and the customer agreement form via email but not the device plan agreement to sign . Told to contact them around 6pm today as have to wait 24 hours but what if it happens again is there any other way around it before the order gets cancelled. Thanks

Re: Device plan e signable not received

JonathanB — Mon, 14 Jul 2025 15:41:12 GMT

Hi @Hasbo16,

Sorry to hear about this issue with receiving your e-sign document. We can't view customer applications from the Community, but if you made the order through our website you may not have an e-sign email if the relevant step was completed in your browser. However, as this is our public forum without account access, we'd recommend to get this double checked with customer service who can confirm if an email needs to be re-sent or not.

Thanks,
Jonathan

Re: Device plan e signable not received

SianBeast — Wed, 20 Aug 2025 07:41:22 GMT

You guys do realise the CS are about as useful as a chocolate teapot?

They don't know what they're talking about when it comes to this e-sign issue. It's clearly a known problem that they must hear about regularly and yet no solution or workaround seems to exist yet (a concern when you see posts dating back to 2023 about the very same problem).

My understanding thus far is that the email will resend automatically every 24hrs for 72hrs, at which point the system will cancel the order.

However, the issues lay within the email address 3 are sending it from, certain inboxes will flat out reject the email (due to an inability to validate its from a safe sender essentially), it won't even go into the junk. It just won't arrive. Ever.

How is someone supposed to upgrade their phone/contract if you're in this never ending loop of "I didn't get the email", "give it 24hrs", "didn't get the email", "wait another 24hrs", "orders been cancelled", "because you didn't do the e-sign", "because it never came through", "well let's try again".

The stress it's causing people (myself included), and the lack of knowledge from CS I'm becoming genuinely amazed 3 is managing to retain any customers!!

(To add, I've been with 3 for over a decade. The last time I upgraded I had a different set of issues regarding delivery - it took 3 days of constant back or forth with CS for them to accept they made an error and sort it out for me. 3 days!! It's a joke.)