topic Upgrade issues in Account and services

Upgrade issues

MM-3Cust — Mon, 29 May 2023 12:48:42 GMT

Has anyone tried to upgrade their phone through the website since the system upgrade? I've tried twice now, and currently on my third try, but each time it's been canceled with no real explanation.

Support have told me that I have to e sign a document, but I've never recieved one that I can interact with, or anything to that effect.

Has anyone had any luck? I'll be cancelling and going to EE if this isn't sorted soon. This system "upgrade" has been a complete joke. It's like nothing's been tested before it was deployed!

Re: Upgrade issues

JonathanB — Thu, 01 Jun 2023 12:41:21 GMT

Hi @MM-3Cust,

We'd like to take a closer look into this and help you get the upgrade sorted out. I'll send you a private message to direct you to a team that can help further.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Upgrade issues

Sjal17 — Thu, 01 Jun 2023 13:59:41 GMT

I am also having this issue, any help would be appreciated.

Re: Upgrade issues

JonathanB — Fri, 02 Jun 2023 10:41:01 GMT

Hi @Sjal17,

Thanks for letting me know that you're also running into this issue. I've sent a reply on your PM just now to get you in touch with some colleagues that can help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
JonathanB

Re: Upgrade issues

Elizlin21 — Tue, 06 Jun 2023 13:32:55 GMT

Did the problem get resolved as I'm having the same problem

Re: Upgrade issues

Anthonyjohnson — Sat, 29 Jul 2023 04:46:25 GMT

I've had the same issue tried 4 times, had documents emailed to me, passed the credit, signed the agreement then get an error on the final page. Went to Web chat and explained this but instead of looking at my order I had to go through the whole process again with the same result. Was told to wait 72 hours with no explanation!

Re: Upgrade issues

emyem89 — Wed, 16 Aug 2023 23:20:44 GMT

I second this about the update. Omg the app is AWFUL to use now, you can’t find any information or links you’d want. It’s so limited and basic. And the website is poor too. What happened ??? I’m due to renew now and after 7 years I’m ready to leave I think 😞

Re: Upgrade issues

bnewton — Thu, 07 Sep 2023 08:29:16 GMT

I know both the cause, and solution to this technical problem.

CAUSE: three are sending the eSign email from an insecure and unathenticated email address (@notification.three.co.uk), most email servers will reject this as being unauthenticated, and it won’t even make it so far as the customers spam folder, it’ll simply be destroyed outright as a fake email should be. This is a security risk.

SOLUTION: update your registered email address by contacting three. Use a GMAIL or HOTMAIL account. These types of public service email accounts are LESS LIKELY to reject unathenticated emails. So long as your OTP is being delivered to your newly updated GMAIL or HOTMAIL address; this means that the eSign email will also be delivered to the same address at around 2am in the morning the following day. Sometimes, even after you update your email, three still send your OTP to your previously registered email address (this is an entirely separate security flaw and vulnerability - this will make hackers incredibly happy). You MUST ensure that your OTP is being delivered to your new GMAIL address, and only then, can you rest easy knowing the eSign will arrive at 2am the next morning. If your OTP is still going to your previous address, despite updating it to your gmail address, this is because there’s new systems are very badly designed and have security vulnerabilities. None of this is healthy for customers security and account protection.

Note: I’ve only tested this solution with GMAIL. I cannot confirm if HOTMAIL also works but I would assume it does. If you’re in doubt, trust that GMAIL will accept delivery of the insecure eSign email. Even if all your other emails rightfully reject it!

Good luck. Happy upgrades.

Re: Upgrade issues

alpyke — Fri, 06 Oct 2023 12:07:12 GMT

Any update as I am getting nothing from the company

Re: Upgrade issues

Kvq — Thu, 11 Jul 2024 10:15:37 GMT

No it’s July 2024 and it’s still the same been trying since yesterday and gone through everything about 5 times just got off the phone and still can’t upgrade it’s almost like they enjoy getting you to the last but then sorry technical issue come back later,I’m also looking for somewhere else to go now and leaving three it’s a joke.They clearly don’t want your money

Re: Upgrade issues

Nikkiheath83 — Sat, 27 Jul 2024 00:20:14 GMT

dames happening to me now there’s no design with the email they send it’s ridiculous been trying for weeks now going go some where else if they cancel this one sick of it

Re: Upgrade issues

Laly- — Fri, 04 Oct 2024 20:29:55 GMT

They won't allow me to upgrade either! Failed credit check, despite never missing a payment for two years. 😫