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Can't sign contract

So I ordered three new pay monthly phones at the same time.

Two went through fine.

The third was put on hold.

Eventually (day or two later) it comes through with the contract to sign.

When I click the link, I get the following message:

IceNet call failure. The call to GetDocument failed with the following errors. Code:110 - Description:Document not found

So I contact support, who tell me that the contract has been signed.  I tell them that it can't be signed because, I haven't signed it.  They tell me not to worry, because it's signed and the order is now processing.

Then I get a reminder that I only have 48 hours left to sign the agreement

So back to support, no you haven't signed the agreement, so they resend the link, still doesn't work.  Send it again, still doesn't.  Send it again, but wait a couple of hours to see if that helps, it doesn't.

Tried to sign it in different browsers, on the phone etc.  But given I didn't have any problem with the first two, it must be a problem at Virgin's end - which there seems to be a few post about this particular error message.

And obviously they can't send a paper document for me to physically sign.

Frustrating.

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Message 2 of 9
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Re: Can't sign contract

So they have now admitted it is a problem at their end.

Having expressed my concern that my contract offer only had 48 hours left, having received the email on Sunday, they advised that I actually have 4 days remaining.

So now currently waiting for "specialist" to call me back.
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Message 3 of 9
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Re: Can't sign contract

So waited 4 hours for a call back, not received

Talking to new person, she now says its a "park" order

puts me on hold and now im back talking to someone new, having to explain everything again

appalling
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Message 4 of 9
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Re: Can't sign contract

His suggestion was to wait and see if it turned up tomorrow

I pointed out this was unlikely, as i hadnt signed the agreement
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Message 5 of 9
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Re: Can't sign contract

Put on hold again

And yet again, they've put me back in the queue, so i have to start again

Maybe some lessons on how to use your own phone system
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Message 6 of 9
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Re: Can't sign contract

hour and a half on the phone and no nearer

supposed to be transferred to freestyle team

put me on hold again

transferred to wrong person

on hold again

this is appalling service, somebody who knows what they are doing needs to contact me, I'm fed up of getting passed from person to person, having to redo security, explain the issue over and over again!!

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Message 7 of 9
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Re: Can't sign contract

apparently someone from the security team should have called me 4 days ago, different information, yet again
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Message 8 of 9
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Re: Can't sign contract

Hi iwingfeild, 

Thank you for your post, I am sorry you are having issues with your contract I am sorry there is nothing we can do on forums in regards to this 

Zoie

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Message 9 of 9
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Re: Can't sign contract

and still no call back in the promised time frame

- "i can log another ticket, expect a call within 24-48 hours" - useless
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