Mobile phone wrongly blacklisted/blocked

but3cup

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 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.

grayme-m

Ah 3!

I had my phone blocked, but I bought it second hand, so you're doing better than me.

Have you tried calling them on their complaints line, 0800 358 4916?

Soapy955

If they know there's no problem with your sim, and it's the phone that is causing the problem, can't they just give you a new handset in-store?

Helix

Someone has probably given the wrong IMEI when reporting their phone lost or stolen. It is a central database used by all the networks so it is quite plausible that O2 blocked it despite you being a 3 customer.

Zedicus

I've always wondered if it was possible for this to happen ever since I discovered how easy it was to get a phone blocked.

but3cup

I have filled out their complaint form online and am currently waiting for someone to get back to me. I think the number you've mentioned is if your original complaint hasn't been resolved to your satisfaction and you want to take it further, but thank you for your suggestion :-)

DCFC79

but3cup wrote: »

I have filled out their complaint form online and am currently waiting for someone to get back to me. I think the number you've mentioned is if your original complaint hasn't been resolved to your satisfaction and you want to take it further, but thank you for your suggestion :-)

Why not go to the store and ask for it to be sorted whether its your phone being un blocked or you getting a new phone.

but3cup

DCFC79 wrote: »

Why not go to the store and ask for it to be sorted whether its your phone being un blocked or you getting a new phone.

I did go the store with my receipt to prove that it was my phone and the staff faxed it to the relevant department.
A week on and still no resolution, I keep on being assured by customer service that my phone will be up and running within 48 hours but with no success. I have made a complaint to 'Three' and am currently waiting for a response.

Valli

I just BET they would be more helpful were it on contract.

I would be standing in the store demanding they make some phone calls and get it unblocked.

pmduk

Valli wrote: »

I just BET they would be more helpful were it on contract.

It's Three, I bet they wouldn't. They have problems dealing with anything out of the ordinary. OP have you tried their twitter account?

eyeinthesky

Hi, I too bought a galaxy ace payg in January, but mine is from Tesco, and on Tesco network. I have had a similar problem, in that my phone goes randomly to "emergency calls only", but turning the phone off and then on again cures this. It is very annoying, as there is no warning that it has happened, and people can be calling you and will get "phone switched off" or whatever. You have me worried now that my phone will also get blocked.
Another problem I have is that the phone will frequently scan the sd card, and has 2 or 3 times said that the card is corrupted. Removing the card and re-inserting clears this problem.