Need Help to acquire Proof of Usage!!

[Rafael]

My phone was stolen last 31st of August 2024. I have been with Three customer service, both in live chat 10 times and numerous phone calls for the past 4 weeks just to attain this document. They keep on telling me that there is no record of usage in there end which is impossible since I just newly upgraded my plan (sim plus device) last June 2024. I have been using the phone and sim for 2 months and their telling me that there is no proof of usage in their end? Is that possible?  I have raised 2 complaints with this matter still they could not give me my proof of usage. Please help, I'm at wit's end with this issue and I can not proceed with my insurance claim. @JonathanB , @KateS 

[PeteG]

Hello, Rafael. 

That's quite strange if you've definitely used the phone on the network. To confirm, are the team advising that there's no usage at all on your account, or that there's no usage with the specific device you've provided the IMEI number for? If it's specifically for the device, is your device dual SIM? If so, did you check to ensure you gave the IMEI number for the correct SIM slot on the phone? 

Pete.

[Rafael]

Hi Pete,

Yes, I placed the sim with the number that I provided to the customer service team at the correct sim slot, slot 1, and I gave the first IMEI number. They keep on telling me that there's no usage. The stolen phone has been blacklisted, does blacklisting erases usage data? Please I need help, my insurance company requires the proof of usage. 

[PeteG]

It might be worth giving the team the other IMEI number just in case they are not as expected. I see no other reason the team wouldn't be able to see the device being used on the network. 

No, blacklisting doesn't do anything to the device. Blacklisting will simply tell the mobile networks not to allow that device to run on the network. 

Pete.

[Rafael]

Hi Pete,

Thanks for your reply. I have made another request with the other imei number. Hopefully they can get a proof of usage. This number thaI I have been using has been with me ever since I started with Three 10 years ago. When I upgraded my plan to sim plus new device last June 2024, they gave me a new sim and that sim took this number once I used it with the device. Is it possible that the usage data got skewed when I asked to block that sim for a new sim when my phone was stolen last 31st of Aug 2024? 

[PeteG]

No, the data for tracking what device was in use is not depended on the information relating to the active SIM card. This means the system can confirm which phone was in use on the network, and when. 

Pete.