I have been trying to upgrade my phone for weeks. The app said it was possible to upgrade so went through the process of completing the upgrade whilst paying the £145 upgrade fee as it is a slightly early upgrade. It all went through fine and the credit check went through successfully and I authorised the documents that came to my email, then it froze and I couldn't do anything.
I called 333 and went through the whole process again and as with the order on the app, the credit check went through successfully and I received the documents via email and authorised them, then the agent told me that the order was 'stuck' and they would need to speak to another team to get it sorted, I waited a few days and heard nothing.
A few days later I went into the Three store and they could see that the order had been placed but that it was 'stuck'. They advised that it was probably best to cancel the order and do it again in store. We cancelled the order and went through the whole process again, the credit check was successful and then it got 'stuck' again. The store staff were really apologetic and said that they didn't understand what had happened but they had raised a ticket with a team that don't work weekends and I left the store empty handed.
I have been trying for over three weeks to upgrade my phone and I still haven't been able to and nobody online, over the phone or in store can tell me why.
The option to upgrade has now disappeared on the Three app and when I try to do the upgrade on the website I get a message saying 'you can't place any new order or upgrade until you cancel or continue any outstanding orders. Please check or empty your basket to continue'. I have no outstanding orders shown and when I try to empty my basket it tells me that my basket is empty.
Can somebody at Three please tell me how I can complete my upgrade? Why is it so difficult to upgrade? If it weren't for the fact that I have an iPad and an Apple Watch on contract with Three I would happily switch providers. This service is terrible having been a Three customer for years!
