topic Re: Phone SOS mode and blacklisted in Get Support

Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 20:28:59 GMT

Have my iphone xr on SOS mode. No one can help with the issue. Went to TELUS store as suggested by PM for a repair. Telus told me they have not heard of PM and cannot do the repair. Once I showed the email, they looked into the system and that is where I found out my phone is blacklisted. I checked the National Data Base and have a screen shot which says my phone is not on the list. TELUS will not fix the phone.

My warranty expires in 6 days ( of course) and I would like a resolution before then. Telus will not fix the phone even though I have proof I have paid for it, and it is not on the list.

Phone service was suspended for once month... reported lost/stolen, but I have been told that it doesn't matter and it shouldn't be on the "list".

Any help of advice would be great!

Re: Phone SOS mode and blacklisted

computergeek541 — Sat, 01 Oct 2022 20:31:15 GMT

@dmoran73 wrote:
Have my iphone xr on SOS mode. No one can help with the issue. Went to TELUS store as suggested by PM for a repair. Telus told me they have not heard of PM and cannot do the repair. Once I showed the email, they looked into the system and that is where I found out my phone is blacklisted. I checked the National Data Base and have a screen shot which says my phone is not on the list. TELUS will not fix the phone.
My warranty expires in 6 days ( of course) and I would like a resolution before then. Telus will not fix the phone even though I have proof I have paid for it, and it is not on the list.
Phone service was suspended for once month... reported lost/stolen, but I have been told that it doesn't matter and it shouldn't be on the "list".
Any help of advice would be great!

The fact that someone at a Telus store told you that they haven't heard of Public Mobile is concerning. I know that no one can possibly be aware of every single piece of infromation, but Telus owns Public Mobile. My own suggestion would be try a different location, possibly one that is corporately run by Telus.

Re: Phone SOS mode and blacklisted

hTideGnow — Sat, 01 Oct 2022 20:36:01 GMT

Hi @dmoran73 did you get the phone from PM CPO site? you don't have to go to store, open ticket with them first. For CPO issue, you have to message CS agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Phone SOS mode and blacklisted

JL9 — Sat, 01 Oct 2022 20:36:48 GMT

Yeah that was my first thought as well. How could they not have heard of PM sounds like a typical lazy paid by the hour phone dude. I would call around to some other store or try their customer service line and explain the situation

Re: Phone SOS mode and blacklisted

dust2dust — Sat, 01 Oct 2022 20:38:53 GMT

Did you buy it from here? And you checked devicecheck.ca and it doesn't show there? Can you insert a different company sim (not Telus or Koodo) in the phone and see what happens? Why wouldn't the support person tell you the same thing when they just shunted you off to a store.

Yes it's very confusing as a consumer to have these retailers around that are just retailers and not corporate stores for when you need real help.

Re: Phone SOS mode and blacklisted

computergeek541 — Sat, 01 Oct 2022 20:47:12 GMT

@dust2dust wrote:
Did you buy it from here? And you checked devicecheck.ca and it doesn't show there? Can you insert a different company sim (not Telus or Koodo) in the phone and see what happens? Why wouldn't the support person tell you the same thing when they just shunted you off to a store.
Yes it's very confusing as a consumer to have these retailers around that are just retailers and not corporate stores for when you need real help.

When it comes to CPO device warranty with Telus, I think that there's such thing as providing too much information. I'm not sure which carier blocked the IMEI of the device, it mgiht be better to not mention blacklisting because the custoemr could then be sent on a chase to get the IMEI unlocked. All the warranty centre/location needs to know is that the phone doesn't work. Tests will be run and it will be determine that the phone fails at network connectivity. Telus will have to correct that or replace the device.

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 20:55:50 GMT

Yes, I was very surprised that I was told that. I will try another location.

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 20:57:04 GMT

Yes, It was purchased from PM. I have proof of purchase. I was directed by agent to go to Telus store for repair!!

Re: Phone SOS mode and blacklisted

hTideGnow — Sat, 01 Oct 2022 20:59:00 GMT

Hi @dmoran73 i would message them again and ask them to confirm which store to go. But I think should go to MobileKlinic instead

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 20:59:59 GMT

Yes, I purchased it from here. I checked and it says it is not blacklisted. I only have PM sim cards in my household. Apple store told me that the sim isn't the issue, it is probably a motherboard issue and the phone should be replaced.

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 21:01:28 GMT

Telus is the one who told me they will not fix the phone. They cannot send it to be fixed because it is blacklisted. I did not know this information until today.

Waiting to hear back from PM ......

Re: Phone SOS mode and blacklisted

dust2dust — Sat, 01 Oct 2022 21:01:56 GMT

Then yes this is all on them. If they sold you a phone that has ended up being blocked by them for some unknown reason (you paid for it right?..no chargebacks?) then that's their problem to fix as mentioned earlier.

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 21:02:59 GMT

I did take it to something similar and was told they will not touch it as it comes up stolen.

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 21:04:36 GMT

ok. Thanks... Purchased and paid for it myself.. no chargebacks. Good to know. Now getting them to reply!!

Re: Phone SOS mode and blacklisted

dust2dust — Sat, 01 Oct 2022 21:10:48 GMT

Did you say you had also taken it to MobileKlinik. That belongs to Telus. It's supposedly the place to take phones in-warranty but past the return time. With your proof of purchase with presumably matching numbers, the idea of stolen shouldn't matter. If THEY sold a hot phone then again that's on them. Heck, call the cops on them for fencing stolen goods. 🙂

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 21:14:05 GMT

No it was not MobileKIinik per se. But I will look into that. Yes I have all that information. Luckily I have kept it all on file.

Hopefully, I won't have to get the cops involved.. but that would be something to consider! 🙂

Re: Phone SOS mode and blacklisted

hTideGnow — Sat, 01 Oct 2022 21:24:33 GMT

Hi @dmoran73

message PM support again, tell them your experience. Ask them to give you and exact store and address where you should bring your phone to for repair

Re: Phone SOS mode and blacklisted

dust2dust — Sat, 01 Oct 2022 21:25:55 GMT

Check any boxes and paperwork for IMEI's, serial numbers whatever and then look in About phone for same. I guess providers could have their own internal blacklists but you seem to be saying you checked devicecheck.ca and found nothing. Or as I suggested, try another sim in the phone and see if it works.

Re: Phone SOS mode and blacklisted

dmoran73 — Sat, 01 Oct 2022 21:34:02 GMT

Nothing blacklisted that I can see. Just got back from MobileKlinik and they said they cannot repair the phone either.

Re: Phone SOS mode and blacklisted

hTideGnow — Sat, 01 Oct 2022 21:37:34 GMT

Hi @dmoran73 are you at the mall? how cam you go that quick?

ok. don't go back yet. MobileKlinic will only fix it with an open repair ticket. Please message back CS Agent and get them go ahead first. Ask CS Agent to suggest which exact place to go