Problems blacklisting handset - iD Mobile

Boof2500

I lost my iPhone on 13 March. My insurer requires me to provide proof of usage and proof that the handset has been blacklisted via the IMEI.

iD Mobile have so far failed to provide those documents despite repeated attempts by me to request them.

Timeline so far:
Sunday 13
- I lose my phone in the early morning
- I log in to my insurance portal to check what documents I need to provide to claim. I need proof of usage, and proof of blacklisting
- I discover iD Mobile does not have a phone number or an email address, but I am encouraged to message a chat bot. The bot says no one is available to help so I should come back Monday
- I also send a DM on Twitter

Monday 14
- I go back to the chat bot and talk to someone who advises me to email a documents@ address, which I do with the same request. They offer a replacement SIM which I accept.
- Someone comes back on Twitter and asks for more information, which I provide. They say no IMEI is linked to the account so they will investigate and respond by email within 24-48 hours
- That evening I get an email with a doc listing proof of usage and a blacklisting date, but the IMEI is listed 'Not registered on account as yet.' I write back and ask them to include the IMEI as I know the insurer will insist on this

Wednesday 16
- After no reply I write back to the email address; they respond "I can confirm the IMEI you have provided is not reflecting on the account. Kindly note this has been escalated to the relevant department in order to have a look into this for you, please allow a timescale of 2-3 working days." They offer a replacement SIM but I say I've already ordered one.

Monday 21
- Three working days on, I have received no reply so I write back but get no reply.

Tuesday 22
- After no reply I email again. They reply that they have escalated the case but give no time scale. They offer a replacement SIM but I repeat that I've already got one and I've activated it in another phone

Wednesday 23
- iD Mobile writes back to say they re investigating but "at this time we unable to provide you with a timescale." I write back to ask whether the phone has been blacklisted (the form sent on Monday 14 had a blacklisting date of that day, but now with this IMEI business I'm unsure.)

Thursday 24
- iD Mobile writes to say they are investigating, and "please allow a timescale of 2 working days for feedback."


I am beginning to feel I am in the twilight zone and we could just keep going round this cycle of emails and waiting 2-3 days for feedback indefinitely. The insurer gives a hard limit of 28 days to raise a claim, and we are now 11 days into that.

Any thoughts, tips etc gratefully received.

Boof2500

iD Mobile has now replied:
"We can see this IMEI is not reflecting and also not blacklisted. I understand this must be frustrating and I am really sorry for the inconvenience."

I don't know what to do. Surely a mobile provider is obliged to blacklist a handset used on their network if requested by the owner...? Am I wrong?

Jon_01

Boof2500 said:

iD Mobile has now replied:
"We can see this IMEI is not reflecting and also not blacklisted. I understand this must be frustrating and I am really sorry for the inconvenience."

I don't know what to do. Surely a mobile provider is obliged to blacklist a handset used on their network if requested by the owner...? Am I wrong?

The networks servers log the IMEI every time the phone logs in or uses any service.
A network can only blacklist a device that's been used on them and only by the registered owner  (or idiots could blacklist a mates phone for a laugh!).

If your phone's not showing and you're sure you've used it on that network then you need to escalate the issue to the network support team through the frontline agents (network support isn't customer facing). 

flaneurs_lobster

I think that there may be confusion here between the mobile service which can be blocked by the user of the service (the person paying the monthly bills) and blacklisting a device.

Blacklisting (and UnBlacklisting) can only be requested by the owner of the device. If the device was supplied to the current owner as part of a contract then there should be no issue with contacting the mobile company with a request. When the contract is sim-only (or PAYG) then further evidence of ownership will be needed, such as the original receipt (which must show the IMEI).

@Boof2500 - did iD Mobile supply your handset? Do you have a receipt?

Boof2500

Thanks both. I have asked for that escalation @Jon_01

Re @flaneurs_lobster - I bought the phone direct from Apple and have the receipt, so no problem supplying to iD if they ask for it - but they haven't!

d123

flaneurs_lobster said:

Blacklisting (and UnBlacklisting) can only be requested by the owner of the device.

When the contract is sim-only (or PAYG) then further evidence of ownership will be needed, such as the original receipt (which must show the IMEI).

What do you base your advice on? 

That certainly wasn't the way either network I have experience with worked.

Only the account holder could blacklist, and it was only done when the IMEI could be seen to have been used on the account. 

I'd be quite amazed if it had changed to allow anyone but the account holder to blacklist devices on their account.

flaneurs_lobster

d123 said:

What do you base your advice on? 

Advice I was given in branch of Carphone Warehouse when reporting a lost mobile. It was some years ago and phone was registered to a company so advice may be outdated (or just plain wrong).