O2 proof of usage is not accurate.

[KRB78]

Need proof of usage for an insurance claim but o2 have gave me a report saying I last used my phone a full week before its last usage, making my insurance claim void. 
 I’m now looking for ways to prove this, I made calls, sent photos, and messages (which they didn’t seem to log!!!). All of them would have used date as no Wi-Fi in the remote locations. 
 Since o2 are not giving accurate usage, I need to find ways to prove it. I’ve printed out photos from my mums phone with my number and the date and time, also my brothers call log. Can anyone advise on the next steps I should take?   This is a nightmare, I’ve spent a lot of time on the phone and writing emails about this. O2 seems to have really let me down 

[pgn]

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@Cheryllee wrote:

Hi I’m having the same issue been waiting 3 weeks, did you manage to get it sorted any help would be appreciated

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@Cheryllee wrote:

Hi I’m having the same issue been waiting 3 weeks, did you manage to get it sorted any help would be appreciated

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Have you seen and read this, @Cheryllee - Guide: How to get your PAC [June 2021 Update] 

There is a section at the end about the process when a PAC is used to move from one provider to another. Good luck!

[camavi0607]

Sorry to jump in here, but I’m dealing with the exact same issue as the OP. After reading through this thread, I was wondering if I could ask for your advice, @Dave-O2 , on what steps I can take to resolve this. I’d really appreciate any help—thanks so much in advance!

[Dave-O2]

Good morning @camavi0607 

I can certainly have a look and advise when your device is showing as last used on our network.

Please drop me a PM with your mobile number.

Thanks 

[KRB78]

Today ombudsman have ordered o2 to revise the usage report (making my insurance claim valid) and pay some money to me in compensation . It won’t be enough really, considering all of the stress and work put into this.   At the time of the insurance claim , which should have been sorted out by May 2024. My phone would only have been a few months old. There is now a new iPhone out which they should really be giving me rather than the 15.   
 Anyway, consider this proof that o2 usage report is flawed and they know it is. They knew all along too.  Good luck to anyone who is facing similar problems with usage reports. 

[KRB78]

If I can help at all with this in any way I will . At least you know the drill now…. O2 will just shirk all responsibility.  You just have to be patient and put in a fair bit of work , and know they you will get it sorted out when you eventually take it to ombudsman.  

[Oxonian]

At least that gives you @KRB78 some sort of finality even if the outcome was not quite what you were looking for ! 👍