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Mobile phone wrongly blacklisted/blocked
Hi,
I am writing this message to vent some of my frustration. :mad:
I have a PAYG Samsung Galaxy Ace phone with 'Three' network, I bought the phone in the 'Three' store back in January 2012 everything was going fine, phone worked fine and '3' had quite competitive top-ups.
But it all went wrong over 3 weeks ago when I went to use my phone and realised I couldn't dial out, it said "emergency calls only" thinking I had ran out of credit, I went on the '3' website and topped-up £10, but I still couldn't use my phone. Confused, I rang '3' customer service and was asked for my IMEI number, only to be told that my phone had been reported stolen or lost, needless to say I was baffled and couldn't understand how this could've happen as I did not report my phone lost or stolen.
I was told to go back to the store where I bought the phone from, with my receipt (luckily I had kept it!) to prove that this was my phone.
The staff at the store were as baffled as I was, one girl even said to me, that in the 5 years she worked with '3' she had never seen a problem like it.
We all soon realised there was no problem with my SIM card as we previously thought, but with the actual phone, it had been 'Blacklisted'.
The staff sent a copy of my receipt by fax to 'whoever' (I'm not quite sure where) to prove that the phone was mine.
The staff assured me that within a couple of days it would all be sorted, boy were they wrong!!
Nearly one week on and numerous phone calls, and still no progress. I have probably spoken to the whole of the '3' customer team in India by now!
I rang again this morning and was told that 'O2' HAD BLOCKED MY PHONE....may I remind you I am not even with O2...I am more confused than ever.
If you have experienced a similar problem as mine with '3' or any other network, I would love to hear from you.
I am writing this message to vent some of my frustration. :mad:
I have a PAYG Samsung Galaxy Ace phone with 'Three' network, I bought the phone in the 'Three' store back in January 2012 everything was going fine, phone worked fine and '3' had quite competitive top-ups.
But it all went wrong over 3 weeks ago when I went to use my phone and realised I couldn't dial out, it said "emergency calls only" thinking I had ran out of credit, I went on the '3' website and topped-up £10, but I still couldn't use my phone. Confused, I rang '3' customer service and was asked for my IMEI number, only to be told that my phone had been reported stolen or lost, needless to say I was baffled and couldn't understand how this could've happen as I did not report my phone lost or stolen.
I was told to go back to the store where I bought the phone from, with my receipt (luckily I had kept it!) to prove that this was my phone.
The staff at the store were as baffled as I was, one girl even said to me, that in the 5 years she worked with '3' she had never seen a problem like it.
We all soon realised there was no problem with my SIM card as we previously thought, but with the actual phone, it had been 'Blacklisted'.
The staff sent a copy of my receipt by fax to 'whoever' (I'm not quite sure where) to prove that the phone was mine.
The staff assured me that within a couple of days it would all be sorted, boy were they wrong!!
Nearly one week on and numerous phone calls, and still no progress. I have probably spoken to the whole of the '3' customer team in India by now!
I rang again this morning and was told that 'O2' HAD BLOCKED MY PHONE....may I remind you I am not even with O2...I am more confused than ever.
If you have experienced a similar problem as mine with '3' or any other network, I would love to hear from you.
0
Comments
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phone blacklisted (3 mobile)If you have experienced a similar problem as mine with '3' or any other network, I would love to hear from you. 0 -
You bought a handset from a store. It has now stopped working. "Why" isn't the issue.
Write to 3 demanding that they sort it out or replace the handset else you will seek reimbursement through the courts. In fact, try asking for a replacement through the shop first.
It is they - not O2 - that provide you with the mobile connection and it is they who are blocking the IMEI number. You have provided proof that the handset is not stolen.0 -
As long as you have your original receipt, and take it into a store, should result it being unblocked within 24 hrs on he home network (up to a week on the rest).0
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Really? Have you ever heard of the Sale of the Goods Act?mobiledeals wrote: »You wont get a replacement from the shop unless it is faulty within 28days.0 -
What a load of drivel. This issue is not governed by the warranty but by Section 13 of the Supply of Goods and Services Act 1982, which requires Three to "carry out the service with reasonable care and skill". By blocking the OP's phone when it knows that it is not lost or stolen, Three is in breach of the above section. It is fortunate that Three supplied the phone as well, because the OP also has a claim against Three under Section 11N.mobiledeals wrote: »You wont get a replacement from the shop unless it is faulty within 28days. After the 28days, it's in warranty of course, though when it is received by the repair agent (an authorised Samsung repair agent that 3 will use), it will not pass warranty tests because of the IMEI barr. Hence in its current condition, its OOW (out of warranty), un til barr is lifted. Its catch 22.0 -
mobiledeals wrote: »Ok grumbler, you take a faulty phone down to your local network store that's over 28 days old, try get it exchanged inshore, and let me know how that goes, you fuc*tard. It'll go away for repair EVERY TIME. Geez.
If you can't have a difference of opinion with another MSE member without resorting to that language, then maybe you might be better off on another sort of forum.
You may be correct in your opinion - Grumbler was stating what should happen in his opinion - but you lose respect when you can't conduct a civil argument without that sort of language.0 -
This happened to me and quite a few other people last December...
https://forums.moneysavingexpert.com/discussion/3677593
Don't think the situation is quite the same, but the thread may give you some pointers.0
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