Upgrade wasn't an upgrade at all, potential scam, now phoneless with bad credit!
My current phone with 3 broke, and so I logged in to My3 to see if I was due an upgrade. There was a link that literally said 'It's time for you to upgrade' so I clicked on it, followed the link, picked the new handset and waited 2 days.
When the new handset arrived I logged into my 3 account and saw that they had literally not upgraded me but just issued a new contract parallel to my existing one. So, I start speaking to the chat person who tells me to come back tomorrow? Start another conversation with someone who agrees to cancel the new contract but also has to cancel the new phone, then agrees to upgrade me to the new phone I want, then goes back on that and says he wont do that.
Then, I speak to antoehr worker who multiple times tries to get me to keep both contracts before finally agreeing to cancel the new one and let me send the phone back - after this I discover my phone is now also cut off.
Log back in and speak to yet another worker, who informs me I need to be posted a new sim which he will do. 10 minutes later he tells me my credit score has dropped too low to issue me a new sim and I will have to go the store IRL with an ID! Here I am with less than when I started! Shambolic service!