Did you purchase the device from iD Mobile?

Hi yes the mobile device was purchased via the iD mobile site and collected from Currys

Hi ​@ops51  if you have already requested these documents, they should be with you by now. Have you checked your junk/spam folders?

If you still haven’t received these please let us know.

Hi Sian,

Thanks for getting back to me, I received the contract at 11.21 this morning so that covers my proof of ownership but I’m still yet to receive proof of usage. For info my insurers have said that proof of usage should contain the following:

 

You can get this document by contacting your network provider. The document must show:

• Your Name

• Device’s IMEI Number

• Make & Model of your device

• Date that your device was first and last used with your SIM card

Kind Regards,

Ope 

Sorry I forgot to specify why I can’t use my most recent bill. The bill should show recent usage as my current bill for April only covers the period until 18th April however my phone was stolen on 25th April so I need to prove to the insurers that I didn’t have my device. As well as this the bill doesn’t show the IMEI number too 

Update: 

I believed the document I received were sent via iD Mobile. However, I’ve now confirmed that these were actually sent by Currys following an in-store visit that morning.

To clarify, I have not received any documentation directly from iD Mobile, despite multiple promises and repeated follow-ups. I am still waiting for:

• Proof of usage (itemised bill or similar with IMEI number showing clearly on the document)

This delay is now significantly affecting my insurance claim process and has left me without full access to a working mobile device during a time I urgently need it. I would appreciate it if this could be escalated internally as a priority, and I’d like a clear timeline on when I can expect these documents.

OK ​@ops51  we will pop you a private message here now so we can get this sorted.

Thanks.

I'm in the same position, I made a new post earlier about this, I've been waiting on a proof of usage document so I can claim on my insurance and despite being told by customer service on live chat 3 times it's been requested, it hasn't arrived. Can you help?

Hi ​@N64play 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom

I’m having the exact same issue! I requested the “Proof of Usage” document 4 days ago and still have had no document sent! 

Hey there ​@ColHammers, very sorry to hear this. Where did you request this please?

Please note, it does take a little while for our technical team to raise this to Three UK to receive the data needed, so please allow us time to receive this and create the proof of usage document, as it’s not an instant process.

Thanks,

Tyler

I requested this through live chat and via email. i understand it takes time but being without a handset is very difficult for work purposes 

Hi ​@ColHammers 

We totally understand your frustration but unfortunately it does take time.

When was the last time you contacted Live Chat?

Anika

I received and email Saturday and Sunday saying its been referred to the technical team and spoke with live chat on Sunday

Hey there ​@ColHammers, no problem, our technical team will be looking to resolve ASAP for you. It can typically take 3-5 working days to get a response from Three UK for a proof of usage. So if it was referred to our technical team at the weekend, we’d expect a resolution by the end of this week at the latest.

Thanks,

Tyler

Still waiting for this document to be sent, had chats explaining that it will be with me in 24 hours and nothing. the response and resolve from iD/3uk is absolutely awful! nearly two weeks now without a handset!

Hey there ​@ColHammers, sorry to hear that. As mentioned above, it can typically take 3-5 working days, so if raised at the weekend to our technical team, it’d still be in that time-frame, and we’d recommend awaiting until the end of the week to receive it. I’d also recommend getting back in touch with the team you initially raised this with to chase an update if you require one.

Thanks,

Tyler