who's to blame and how to solve it!

bugsy2009

Hi bit of a strange one.

I have a mobile phone contract bought through mobileshop.net and through 02.
Took out june 2013 with a white sony xperia z.

Now the problem
lost the phone so i have it covered under gadget insurance.
Need proof of purchase and barring off O2.
I contact police and get lost property number and get a proof of barring off o2. While checking i notice that the phone colour is wrong and so check the imei number on proof off O2 against my records and they don't match.

Contact 02 they promise to send me a new proof of barring with correct details but it doesn't arrive. Contact them again and told that its mobileshop.net that is in the wrong for sending wrong details and contact them to update details.
Contact them they tell me its 02's fault and round and round in circles i have been going for a week.
I contact my insurance and they told me to get O2 just to block the correct phone and send blocking details - O2 refused.
Contact mobileshop.net who said they will now check that with whatever department that the correct details were sent and get back to me later that day. 2 days later(also phoned yesterday) and still waiting.

I have also asked mobileshop.net what will happen if they did send the correct details, will they be able to resend them. Told No.
O2 say its not there fault and can't do anything unless mobileshop send correct details.

in the mean time i have sent my insurance claim in but guess unless i can get the correct phone blocked i am not going to get a new phone.

Anyone any ideas???

macman

Isn't the phone blocked against the number, not the IMEI? You are not so concerned if the handset is used with another SIM, what matters is if calls are made fraudulently on your account at your expense?

grumbler

macman wrote: »

Isn't the phone blocked against the number, not the IMEI?

The phone is IMEI-blocked.
The sim is blocked against the number.

I guess the insurer wants a proof of IMEI blocking to prevent fraud, i.e. paying for the phone that wasn't lost and is being used with some other sim.

redux

It's possible that the dealer supplied a different phone to the IMEI number printed on the box, but ...

The network will definitely block the last phone that the SIM card was in, so unless you've used a different phone to the one originally supplied it should be possible to eventually get someone at O2 to supply the correct information (and perhaps they already have).

bugsy2009

redux wrote: »

It's possible that the dealer supplied a different phone to the IMEI number printed on the box, but ...

The network will definitely block the last phone that the SIM card was in, so unless you've used a different phone to the one originally supplied it should be possible to eventually get someone at O2 to supply the correct information (and perhaps they already have).

O2 have assured me the sim and phone are blocked.

The details i have are correct according to the box, the imei number i took down off the phone when i got it and the dealer has the same imei number as i do so its O2 that has a different one. I have checked every avenue to make sure it wasn't me giving the insurance the wrong imei number and i think i can safely say the probem lies with the dealer or O2.
I am as of now still waiting 5 days later(also phoning everyday) for the department that deals with it(at the dealers) to send an email stating what details they sent to O2. How long does it take to send an email???
From my point of view non of this is my fault and i can't claim a new phone on the insurance i purchased to cover the original phone. I have a contract that i can't use unless i myself purchase a phone that will use a micro sim card!
I am going round in circles and don't know now what i can do to get someone to admit they are in the wrong and rectify so i can get a damn phone!!

Or of course live in hope that some kind sole hands my phone in!