E-sign email

[Lmm72]

Anyone had problems receiving their e-sign email?  I received emails with device plan & agreement & one to say my order has gone through but that’s it. That was 2 days ago. 
been on chat & spoken to customer services & it’s still not resolved. I didn’t know there was even an e-sign document to sign until today & there was no mention of it when I ordered the device. Surely it should have come through as soon as I placed the order as it was supposed to be next day delivery. I already have two devices which I don’t think I will be renewing when the contracts are up & I’ve been with 3 10 years + without any bother until now

[adriaen]

I'm in the same boat, they are bullsh!tt!ng me and saying it's because there is a fault with Apple e-mail addresses (me.com & icloud.com etc.) - I've made a massive complaint as they are entirely incompetent.

I've placed the order 3 times now and still the same bs. Nobody takes responsibility or ownership and they hide behind 'process' and 'the system won't let me'.

Unfortunately for them, I work for a company that develops the cloud infrastructure call-centres use and I know for a fact, someone at Three can access the e-sign documents and send them to us manually, but they refuse to entertain that and say it can't be done because it's automated... Honestly, thy don't train their staff at all...

One guy said to me, 'I'll send you a text to the number ending XXXX to confirm DPA'...
I said 'To the number on the account I'm calling about that I can't sign for? Seriously?'

Unreal the piss-poor levels of service.

The end result today? 'The e-mail definitely come through today or tomorrow as you've now updated your account to a Hotmail.co.uk address'

Sure. Terrible service. Choose giffgaff, or buy through a 3rd party, these guys are horrible.

[SteveR]

I am in battle with three over this e sign, they won't release the phone iv ordered untill I have signed this however they have a problem which technical are trying to sort , been told that if I don't sign within 72 I have to apply again to purchase this phone then the cycle repeats it's self

My advise find another supplier as three seems to have lost the plot when it comes to back room technology, from what iv read this problem has been going on for a few weeks and to dat 15/06/23 they still don't have an answer, god help us when they finally merge with Vodafone 

[Ellisolivia88]

Did anything ever happen with this? As it’s currently happening to me. All they keep saying is to wait another 24 hours!! It’s been 3 days!! It’s a joke!

[JonathanB]

Hi @Ellisolivia88,

We've not seen any further reports of issues like this in the meantime that I'm aware of. I'm sorry to hear there's been an issue for you. Can you let me know a little bit more about what has been happening?

Was this in regards to taking a new line, or upgrading one? What's specifically happening, are you not receiving the e-sign email, or is there an issue with the process of signing the agreement?

Thanks,
Jonathan

[Carlalou88]

I’m having this problem right now I’ve been with three about 15 years and now I’m having issues I need someone to explain this to me 

[JonathanB]

Hi @Carlalou88,

I'm sorry to hear this, so you've not received an email to esign for an upgrade? Have you been back in touch to request for this to be re-sent? The email definitely didn't arrive, for example you've checked the spam/junk inboxes for this?

Thanks,
Jonathan

[Carlalou88]

Yes I’m checking all the time I tried online that didn’t work so I rang them they said the credit check had passed which it should I’m been with three for 15 year. They have taken the delivery from my bank and I’ve had nothing since tried calling 3 times but just get told to wait which is pretty bad anyways I don’t no what to do from here 

[PeteG]

Hello. 

I'm unsure what other steps you could take to figure this out, as what you've done already would normally be enough. Have you considered stopping the upgrade and doing one in store instead? 

Pete.

[Choldsworth97]

Same issue as above this is ridiculous

All your customer services team say is to contact back in 24hours  

[Linzif82]

Currently having the same issue made multiple phone calls now and still nothing is resolved Ive still not received my e-sign e-Mail if it’s not resolved by the end of the week I will be leaving 3 getting beyond a joke now