Proof of Barring

[kevanl2703]

My phone was recently stolen - I contacted Three via webchat on 1st November 2022 to request Proof of Barring for my insurance claim.  I was promised an email with the Proof of Barring within 72 hours.  I received nothing so I contacted Three again via webchat on 14th November 2022 - after providing the information again about the stolen device I was again promised Proof of Barring via email with 72 hours - I have screen shots of the webchat that show this very clearly.  More than 72 hours has elapsed and I have still received nothing.  I have all the other information I need to submit my insurance claim but the lack of Proof of Barring is preventing me from making the claim despite it having been promised to me twice.....

This is extremely disappointing as the rest of the service from Three has been excellent but a company is only as good as its weakest link and this is a very weak link

[aditya97]

I switched my network provider from Vodafone UK to Three as a few of my friends were using Three and convinced me to change. I even recommended a few of my colleagues. Unfortunately sad news, my phone was stolen - I contacted Three via phone on 18th July 2024 to request Proof of Usage and Proof of Barring for my insurance claim.  I was asked to send an email to (proofs@contact.three.co.uk) with my proof of purchase receipt. I was promised an email with the Proof of Barring and Usage within 72 hours.  I received nothing after providing my name, address, phone number and date of birth via email. I called twice earlier before and they said Proof of barring will be given from Apple. I spoke to the Apple team twice and even the Insurance team said, that proof of barring means a network is locked on the stolen device, so no one in the UK can use it and Three is my network provider as they have access to block network restrictions. I have still received nothing and request someone to help.  I have all the other information I need to submit my insurance claim but only lack of Proof of Barring which is preventing me from making the claim despite it having been promised by Asad one of the nice customer advisers who was little helpful before the other 2 customer advisers.

This is extremely disappointing as the rest of the service from Three has been an excellent process but a company is only as good as its weakest link and this is a very weak link. 

[PeteG]

Hello. 

It's disappointing to hear that happened to you. 

Three should be able to provide proof of usage, and proof of blacklisting. If you didn't get the phone directly from Three, you might also need proof of purchase for the phone before Three can blacklist it. 

A blacklisted phone will be prevented from using the mobile networks, however the phones do not stop working entirely. To lock out an iPhone so that users can't use it, that needs to be done through Apple.

If you're still waiting to get the proof of blacklisting from Three, it might be worth logging your complaint in relation to the experience, the team can look into it and try to get it resolved for you. 

Pete. 

[Lula]

Hi kevaniI2703

I was checking on the internet about prove of barring and saw your post!

I’m having the same problem with Three provider. My phone was stolen on 01/01/2023. I already made three phone calls to Three and they promised me I would get the prove of blacklisting the phone in 72 hours. Every time I call them they promise me to send it in 72 hs.

This document is the only one missing to complete the insurance request.

I wonder why Three provider is so inefficient and unsympathetic.

[JonathanB]

Hi @Lula,

I'm really sorry to hear that you've also been facing difficulties getting the proof of blacklisting document issued. I've sent you a private message with information on how to get more help with this.

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

Thanks,
JonathanB

[AmirH]

Hi, I have been contacting three since I lost my phone , last week! Still waiting for proof of barring and usage . Three makes me to contact them every single day and they promise me to sort this out. This document is the only one missing to complete the insurance request. There is no telephone number and chat box is … .

I believe because I did not buy the phone from three , they do like that! They want to make customer to get the handset from three! But this doesn’t work and I’m thinking to leave there and change my operator soon.

please please please give me my proof of usage and proof of barring !

[864914715]

Please send this information

[JonathanB]

Hi @864914715,

If you need help with requesting any proof documents please contact customer services, but if you've been having any trouble sorting this out through the usual help teams then please let me know.

Thanks,
Jonathan

[VamshiKrishna]

Even I'm facing same issue from last few days.

[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  .
Even one three engineer can find out usage data and attached to case but other engineer is telling that data is wrong.They dont have proper communication among themselves ,there more focus  is not towards resolution -there focus is to prove them correct