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Question

proof of Usage

  • July 9, 2025
  • 3 replies
  • 136 views

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I have been asking ID mobile for the POU since May regarding a damaged phone. I need the POU for the insurance claim. I have the Proof of Ownership. 

I have provided all relevant information around 20 times to various ID departments:

 

  • Online Chat; after multiple failed attempts to contact a human online, they finally escalated my request to Letter Requests
  • letterrequests@idmobile.co.uk; on 3 occasions provided incorrect POU despite me repeatedly emailing the same information
  • following a poor review on Trustpilot, I was advised to email ID via socialqueries@idmobile.co.uk. Again, I’ve provided the same information over and over and each time I received the same response - “Thank you for your email, we sorry for the delay in replying to you, we have asked our Back Office team to check with our parent network Three, please can you contact us in 72 hours for an update.” etc
  • I have requested an email for the complaints department to be asked “what resolution you are looking for in your complaint”. Ermm THE POU!?!

I have informed today of the following;

 

We have received an update and the team are unable to locate usage for the IMEI ending 9530. Due to this we are unable to provide proof of usage for this IMEI.

 

I can 100% guarantee this phone was in use on the day of the damage (and a few days after until I managed to replace the device). The phone was in use with an ID pay monthly SIM.

 

This has been absolutely appalling customer service. Please can anyone help resolve this as this has caused a significant delay in being able to submit the insurance claim. The phone was damaged on 29/04/2025!!

 

3 replies

Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 10, 2025

Hey there ​@SJ1981, if you have already spoken to us via numerous avenues, and the final answer given was that the team were unable to locate the IMEI and the usage, then unfortunately there’d be nothing further we can advise on here, and another investigation with us here would result in the same answer I’m afraid. If you have any further questions, I’d recommend getting back in touch with one of the teams you’ve raised this with already.

 

Thanks,

Tyler


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  • Author
  • New Contributor
  • July 10, 2025

Thank you for your reply. The device was in use from 22/10/2021 until 03/05/2025.

 

Over the course of time, the device was in use with various SIM cards.

September 2023 - November 2023;  device in use with a Lebara PAYG SIM card

 

November 2023 - January 2025; device in use with a Pay Monthly Sky Mobile Sim card 

 

25/02/2025 - 03/05/2025; device in use with a Pay Monthly ID Mobile Sim card - MPH switched 25/02/2025. Sim registered to me. Information supplied

 

I fail to understand why ID Mobile cannot provide accurate Proof of Usage for this device. I can only assume the Technical Team are inputting incorrect Sim Card information for the other device held in my name

 

When a phone is powered on with a Sim Card (which it was on 29/04/2025), it transmits its IMEI number and Sim card's serial number to the nearest cell tower.

 

Bill for Pay monthly ID Mobile SIM dated 14/05/2025 shows 45.39 MB of data used on 29/04/2025 (THE DATE OF THE DAMAGE).

 

On 29/04/2025, on the day in which the damage occurred, my child sent me a WhatsApp message at 15:38 which states "I dropped my phone and it's broken"

 

It appears to me that ID Mobile are capable of recording daily call/text/data use and billing accordingly but yet cannot find any proof of the use? 

I would like to escalate this to the complaints department. If what seems like to 20th time, my aim is to be provided with the POU for a device which was in use with an ID Mobile SIM - which I pay for, without fail, on a monthly basis

 

I’m starting to suspect that ID Mobile are suggesting I am making a fraudulent insurance claim


Tyler C
iD Mobile Employee
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  • iD Mobile Employee
  • July 10, 2025

Hey there ​@SJ1981, thank you for this information, and sorry once again we’ve not been able to provide this for you. If you’d like to raise to our complaints team, you can find out how to do so below:

 

https://www.idmobile.co.uk/help-and-advice/complaints-procedure

 

Thanks,

Tyler