topic Re: Proof of usage in Devices

Proof of usage

andyo1 — Fri, 05 Sep 2025 11:04:56 GMT

Why is it so difficult to get this document ? Surely the information is all there. All I need is something to show I have used my phone on the network and it seems like need to jump through many many hoops. And then after 5 days might not get the right information anyway .

Has anyone had this issue resolved well recently ?

I guess the lucky thing is I'm out of contract so free to leave but I still need this information 😭

Re: Proof of usage

JadeF — Mon, 08 Sep 2025 10:19:31 GMT

Hey @andyo1

Sorry to hear that you're having this difficulty receiving your proof of usage from us.

Have the team explained what is causing the delay?

Jade

Re: Proof of usage

andyo1 — Mon, 08 Sep 2025 11:21:55 GMT

Hi jadeF . Nope nothing. Whenever I contact the chat I just get told it is in progress . Surely this information is there ready to be viewed. I get the feeling I'm going to be sent the information for the wrong SIM/phone too after reading more posts on here.

Re: Proof of usage

andyo1 — Mon, 08 Sep 2025 17:00:25 GMT

i have been back on the chat and told to wait another 5 days. this is pretty disappointing and makes me wonder why i would use three as my sim only provider.

i was also accused of not making contact last week after being told my evidence was received and to make contact and told this is the reason for the delay...

however i have the chat transcript from 2nd September where i made this contact and was told 4 more working days. pretty bad from three

Re: Proof of usage

JadeF — Tue, 09 Sep 2025 09:13:14 GMT

Yea I can completely understand that this is far from ideal, @andyo1

I've taken a look and can see a recent update advising that due to a technical issue, it’s taking longer than usual to process the request. They've now advised an additional 5 working day SLA.

Jade

Re: Proof of usage

JonathanB — Wed, 01 Oct 2025 16:11:29 GMT

Hi @andyo1,

How did this turn out, did the team manage to sort out the proof document for you?

Thanks,
Jonathan