Proof of Usage

[JRadders23]

Terrible service from Three, if thinking of joining please beware. I am going to cancel my contract. When you take a SIM only contract with them, they do not ask for proof of purchase or IMEI number, then when you lose your phone  they request these documents which take an alarming 72 hours to process. 

This means you cannot blacklist your phone for 3 days, giving thieves time.

Nor can you claim on your insurance for a new phone as is takes 3 days for them to generate a simple proof of usage form, utterly ridiculous service.

[KateS]

Hey @Rach,

Please reach out to our Customer Service team by call or live chat, they'll be able to action this request and get you the Proof of Usage document required.

I'm sorry for any delay in getting this to you previously and hope this helps.

Thanks,
Kate

[Nathan1989]

Hi Kate,

It's an international call centre who do not understand. Who in the UK can I escalate my problems too as the international staff are clueless. They've made me send them proof of purchase 4 times

[JadeF]

Hey @Nathan1989 

Welcome to the Three Community page.

I'll drop you a private message on how we can help you.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

[Romil]

I have been waiting for proof of usage for 20 days now, service team says that they are having some problem with sending .gmail's.

When I received the paper one, date was wrong on usage, so companies doesn't accept it. So again start from scratch. Explain me how hard it is write the correct date?

Which make no sense, it take 5 days to generate one. I recommend to move your carrier from 3 to anything else. As the service is bizarre. Every time I call they start new case.

[Amritpalkaur]

I need a proof of usage

[864914715]

android find shows the usage,I  have proofs like screenshots that I have used phone to call with 3 number but three tools can't find out with the same IMEI, three backend team is technically not good enough to check the usage even after providing the Phone box phone which has secondary IMEI number.
Team took nearly 20 days to blacklist but failed to provide usage .
Cancelling my contract also I have asked my relatives and friends to cancel the contract.They only support if we are taking mobile with them.
I myself provided technical suggestions but still three team failed to get proofs and they even not ready to provide the proofs which they have in their usage tool data (I can prove them wrong).
I was loyal customer and I also recommended may people to three and three team has proved my decision of being with three for long time is  wrong  

[Ceili]

@JRadders23 @Have you received your proof of usage doc yet? 

I’m on 6 weeks of no progress. I’ve been in tears multiple times speaking to Three advisors.

At a loss of what to do as they cannot seem to provide me one and my insurance refuse to give me a replacement phone without this doc. 
If you have one, please tell me how you got one? I also am sim only contract. 

I’ve followed the steps they’ve told me on the phone but it doesn’t work. 

[JohnD]

Hey @JRadders23 

We appreciate what you're saying, there does seem to be a bit of confusion here. 

When a customer requests proof of use on a 3rd party device to use for an insurance claim, we do need to have the relevant proof of purchase before we can proceed.

However, this isn't required proof in order to initially blacklist the device. We can suspend the SIM and blacklist the device when notified by the account holder or authorised 3rd party. 

Have you sent a copy of your proof of purchase to the team for this to be raised and proofs sent for you?

Thanks,

John D

[gujjurok15]

HI John, 

i also have the similar issue,

three asked me proof of ownership and i sent them more than 1o times but all time they said they not receiving any attachment they are receiving my emails but there is not attachment.
i dont know what to do, how could i deliver my proof of ownership to three?

my number is 07********* if you can help me out 

[PeteG]

Hello there. 

It sounds like your email might be getting sent with the content you are trying to send us being copied into the body of the email instead of being attached as an attachment.

I'd recommend trying to send the information again but making sure not to add the content into the email, but only attach it as a downloadable item for the team. 

If you've already tried that, I'd recommend trying to use a different email client to see if that helps. 

Pete.