topic Re: IMEI on lost/stolen list? in Get Support

IMEI on lost/stolen list?

ChristinaAnneM — Tue, 04 Jan 2022 18:36:17 GMT

my Moto G 1st gen stopped reading the SIM card May 1 2015. It was sent twice to a company who fixes phones for Motorola. I got it back today & they say my IMEI number is on a lost/stolen list! I don't know or understand how that is possible since I bought it at a Public Mobile store (before they closed them) I did register it with Motorola the day after I purchased it, the serial & IMEI numbers were registered & they match what is on my phone, is this the reason the SIM card won't connect to Public Mobile's Network? I also do have my bill etc from Public Mobile so, have more than enough proof its in fact my phone.I did send it to PM, but of course do not know how long I will have to wait for a reply.

Re: IMEI on lost/stolen list?

DK — Fri, 05 Jun 2015 19:26:15 GMT

This is one of my beefs with the national blacklist and that is the IMEI ending up on the list when you are the rightful owner. If you are a customer from before January 27th 2015 I would be calling them and asking how does a phone end up on the blacklist when you have proof of purchase and have never reported it lost/stolen.

Re: IMEI on lost/stolen list?

Cyber — Fri, 05 Jun 2015 19:27:31 GMT

@ChristinaAnneM,

Did you received a replacement ?

Did you put your service in a "suspend state" in your self serve account ?

Everybody can ask to put an IMEI on the black list. You must keep that number just for you.

Re: IMEI on lost/stolen list?

makkahn28 — Fri, 05 Jun 2015 19:28:59 GMT

Hi. Yes, that's extremely serious and stressful. If U are a Client before Jan 27 and have a GF plan, Use alternate phone and call 1-855-4Public and follow prompts, and explain to a PM repbon situation. PM will remedy the issue at hand. If New Client, Email PM and within 24-48 hrs, PM will email back with a response to this serious situation

Re: IMEI on lost/stolen list?

DK — Fri, 05 Jun 2015 19:29:12 GMT

I would also file a complaint with the CRTC asking how this is possible if I were you. The link is here...

http://www.crtc.gc.ca/eng/info_sht/t12.htm

Re: IMEI on lost/stolen list?

makkahn28 — Fri, 05 Jun 2015 19:31:34 GMT

Yes. CRTC, CCRT, CWTC, This is a very serious problem

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 19:32:18 GMT

And all this time I thought something was wrong with the SIM card tray on my phone 😞 I've been a PM customer since Feb 2014 & purchased the phone at the PM store June 2014. Shouldn't they have known it was that & not an issue with the SIM card tray?

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 19:33:04 GMT

I was planning to, thanks!

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 19:39:20 GMT

When I had discussed the SIM card issue with Motorola, they needed the EMEI number, so did the company that fixes devices for Motorola. Otherwise, no one else had that info, but me. A friend gave me another phone to use until mine is "fixed" I just learned today that the EMEI # is on a lost/stolen list, the phone stopped reading the SIM card May 1st.

Re: IMEI on lost/stolen list?

DK — Fri, 05 Jun 2015 19:56:13 GMT

The only other reason that a telco has put a phone on the blacklist is for default of account which as I understand is illegal as well. The blacklist was supposed to be a tool to keep stolen phones from being sold to unsuspecting buyers second hand but Bell though that they would add default accounts to it as well.

Re: IMEI on lost/stolen list?

Jeremy_M — Fri, 05 Jun 2015 20:03:50 GMT

@ChristinaAnneM

Thank you for raising your concern with the community. As you can see we are more than eager to help solve the issue your experiencing.

I would also like to try to assist you if possible. Before issuing an official complaint as the other community members mentioned, would you be able to shed some more light on the issue?

The phone you received back from the company, is the EMI# the same? or did they send you a new phone?
How are you aware if your number was blacklisted? did you call and speak to a live agent?
You mentioned that your phone stoped working, is there a message that is displayed on your phone? if yes what is the message?
Have you tried the basic troubleshooting steps? (remove and reinsert SIM)
Do you have a friend or relative that is with Public, Telus or Koodo and try entering their SIM in your Motorola.

It seems like alot of questions but it would shed more light on the issue at hand.

Cheers!

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 20:06:04 GMT

Someone from PM responded - They are so very sorry it was on the lost/stolen list & my phone will work again in 2 days. I still put in a complaint to CCTS, I expect and think I deserve a nice credit after all this crap.

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 20:16:31 GMT

EMEI matches my account & my phone & was registered to Motoroal the day after I purchased it. The phone stopped reading my SIM card May 1 2015 (SIM would not connect to network no matter what I did) PM sent 3 more SIM cards, none worked so, contacted Motorola, they had the phone sent to a company who fixes devices for them & they discovered the EMEI was on a lost/stolen list - A month and 4 days after all this started, why didn't PM know? I still put in a complaint, I had no working phone for 1 month due to this.

Re: IMEI on lost/stolen list?

DK — Fri, 05 Jun 2015 20:24:51 GMT

Glad too hear PM has taken ownership of the issue. I hope they find out how it happened in the first place.

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 20:29:42 GMT

Hopefully the CCTS will make them tell me. I did ask PM how this could have happened, no answer yet...

Re: IMEI on lost/stolen list?

Jeremy_M — Fri, 05 Jun 2015 21:01:02 GMT

@ChristinaAnneM I did send you PM so we can discuss this a little further. Thank you for your cooperation.

Re: IMEI on lost/stolen list?

makkahn28 — Fri, 05 Jun 2015 22:25:41 GMT

@ChristinaAnneM, try to remain calm. Public obviously didn't do this intensionally, and @Jeremy_M is attempting to get to the Bottom of this so that it NEVER happens again, to you or anybody else

Re: IMEI on lost/stolen list?

ChristinaAnneM — Fri, 05 Jun 2015 22:40:06 GMT

Seeing as this has been going on since May 1st, after week one or two & PM telling me something was probably wrong with the SIM card tray, its very difficult to remain calm. This has caused a lot of problems for me, I'm visually impaired, missed calls from the hospital, when I had eye issues, I couldn't call anyone...I don't understand how PM could not have figured this out.

Re: IMEI on lost/stolen list?

makkahn28 — Fri, 05 Jun 2015 23:16:51 GMT

@ChristinaAnneM, I can understand that predicament. Definitely Public Mobile has a lot of explaining to do. But, rest assured, PM will figure out what happened,and Cork the Issue so that it does not alarm Clients of this. PM will resolve it, I can Feel it. @Jeremy_M, I'm sure that You and PM can solve this unfortunate issue, so that @ChristinaAnneM can rest soundly and w/o worry or stress. Its the right thing to do in a situation like this.

Re: IMEI on lost/stolen list?

Jeremy_M — Fri, 05 Jun 2015 23:25:43 GMT

@makkahn28 thank you for the positive attitude! And yes, we will do our best to make sure this type of issue which we are investigating doesn't happen again.

Thanks again for your positive attitude it helps get the job done with less stress.

Cheers!