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!!
