Issues receiving e-sign document

[SianBeast]

I can see that a lot of other people are having this issue as well. 

I understand that the email will resend automatically for 24hrs up to 72hrs when the system will cancel the order. 

The email address Three are sending the document from gets rejected by recipient servers due to missing or improperly configured sender authentication records (SPF/DKIM) for the sender's domain. This rejection means the email won't even go into the spam folder and no amount of resending the email is going to magically solve the problem. 

At this stage (and given previous, unrelated, issues that I have experienced with Threes CS team), if this order gets cancelled because I haven't signed a document, despite it being an issue on your end, I do not see how I can continue to remain a customer of Three. And that's not even a threat or through choice - I literally cannot see how I am able to upgrade anything if the fundamental email isn't being received.

Changing my phone, for me, isn't the exciting experience it is for most people. It causes me a lot of stress when it goes smoothly, but this whole debacle has made what should have been a mildly stressful experience into an extremely stressful scenario. 

It is also clear, having spoken to 2 CS members on the phone, and one via live chat, that no one knows what they're talking about. 

The person on Live Chat said they were going to do it with me on the chat. Then after 10 mins of them doing something (I assume) in the background they told me it had been signed and should be sorted. Because I didn't do anything myself I asked how and they said "on the system it shows as pending but when I am sending it to you it says completed". About half an hour later I realised that it actually means the signature is pending, but sending the email is complete. This absolutely just highlights the incompetence of Threes staff and/or their lack of understanding of the English language. 

I don't expect anyone to actually help me as that seems to much for Three to manage. 

My advice to anyone else having this issue - cancel your order and look for another, more reliable, network provider... my partner is with O2 and they don't have even half the amount of issues I do!! 

[JonathanB]

Hi @SianBeast,

I'm really sorry to hear that there have been issues with your upgrade order. 

There certainly have been issues raised on this Community in the past around the e-signing process. It's not my understanding that these are all one linked fault though.

In terms of what you've mentioned about (SPF/DKIM) I think you're referring to an issue which was raised a couple of years ago, and that should have been resolved for quite some time now. 

Posts on this topic are considerably less common now, and they appear to be more isolated incidents. We have also seen some confusion as orders placed via self service on the Three website are esigned in your browser, there's no email sent when ordering this way, so if your connection is interrupted mid order, that could cause a similar issue.

Whether there has been a failed email, or if it's the situation I've described and the order wasn't signed in your browser at the time, the best way to get help with this is by getting in touch. I'm sorry if this wasn't resolved correctly by the last advisor you spoke to, but there is a process for the team where they'll determine if the esign can be completed, or in the worst case scenario they can cancel and reinstate the order for you.

Thanks,
Jonathan

[SianBeast]

Further to this, I have just had a call from your Fraud Prevention team to verify it was me that placed the upgrade order. 

They've proceeded to tell me that my order has been successful and I will be contacted by DPD for delivery at which point I have lost my rag with them. 

I explained the situation thus far and they told me to ring 333 who will be able to help (absolute rubbish). Anytime I expressed my frustration and problems with the fact that "calling three does not help me" (because no one knows what theyre doing) there was a long pause following by "ok..." and them repeating themselves. 

It is abundantly clear that Three staff are incapable of deviating from their designated script/thinking for themselves and have absolutely no idea what they're doing unless it's written down on a piece of paper. 

[Paddiewack]

Now you’re talking absolute rubbish! They call to verify it’s you that’s placed the order. What’s wrong with that? You really need to take a chill pill. Three is a long way from perfection but it seems to me you’re searching for the mouse in the wood pile,finding nothing but embers and still saying you hate mice. Just come down from your high horse and quit the whining.

[SianBeast]

I get that you. 

What I don't get is how they can say that the order has been successful and to expect delivery when it clearly hasn't been completed yet?! 

Yes, it's just an additional rant to the initial posted issue and not specifically a problem in itself, but the misinformation being provided is absolutely spot on as is my experience, which this is documenting. 

Maybe just stick to replying to posts you can actually help on rather than just sticking your 2 pence in to brag about how good your service is and undermine the issues I am facing.

[Paddiewack]

I’m curious as to your motives for posting. Perhaps I’ve been lucky in my dealings with the company I can accept that and you feel you’re not getting the service you feel entitled to,I can absolutely accept that. But you paint a picture of a company so inept it would be in danger of going out of business and that ineptitude doesn’t ring true with me hence my “2 pence input” (it is a forum after all). Still we’ll leave it at that.

[SianBeast]

The first thing you've said I can agree with. 

[Paddiewack]

Good and I’m no “nasty troll” thanks very much. Make that the second thing you agree with.

[Paddiewack]

Phew! I’m just pausing for breath. I have to speak as I find and speaking as someone with five contracts (both device and sim only) I’ve never had an issue receiving the emails which you allude to. As for customer service,whilst it’s not a scintillating experience dealing with them; with a little patience you can progress queries. Incidentally using live chat is a laborious way to contact them,better to call 333 which I realise you’ve done but just saying, I hope you feel better getting your gripe off your chest but I don’t totally recognise the issues you’ve faced.

[SianBeast]

I mean, if you search the problem in the forums it's well documented. 

I appreciate you suggest calling them, but I do keep getting told the same thing - that I need to wait 24hrs. Patience does not effect this - and I am patient regardless of my exasperation.

I prefer the chat most of the time because it suits my communication needs though I understand that you prefer to call. 

It's good that you haven't had this issue, as I'm sure many others haven't (otherwise how would the business survive?), but it has rendered your advice, or lack there of, as redundant.