I have been trying to upgrade my phone as my current contract ends in a couple of weeks. I received an email with an offer I liked for a Google Pixel 9 Pro, so I called three to upgrade. I was disconnected before completing the upgrade 3 times, so I decided to try the live chat on the app.
After over an hour on there I finally managed to arrange the upgrade. The next day I received the email asking me to review and sign the agreement so they could send me the phone. I follow the link, accept the terms, and on the last page a message says "there is no document available to sign" and if I click accept, it just takes me back to the start of the terms.
So I ask on live chat about this issue and I am told to try it on a PC instead of on my phone. The next day I do that and it still doesn't work, so I try calling customer service again, and after insisting that I've just missed one of the terms, he puts me on hold, then comes back and says he can see there's been a issue on their system that's affected multiple customers and tomorrow I should be able to accept it through the same link in the email.
So I try again today and the agreement is just cancelled now because it's been 3 days, so presumably the guy on the phone just lied to me, and now when speaking to CS on live chat, all anyone can offer to is start the upgrade process again, going through another credit check, etc, and there's no mention of any issues or anything. It's apparently just a contract that has expired because I didn't accept it and that's it, no-one I speak to will even acknowledge the part about there being no document for me to accept, let alone try and help with it.
Never in my life has it been so difficult and frustrating to get a new phone.
