@Jesseford
If your girlfriend bought the phone from telus was it new or CPO? If it was CPO or even an open box device then it's possible to be certified but gets reported by the original buyer, a device insurance company or even an original account holder that the phone was first registered on for service could have asked for it to be blacklisted long after the phone was traded in, returned, exchanged etc....and then listed on the blacklist.
Your girlfriend has to contact telus and find out why it was blacklisted (in error?) and prove that she is the legitimate owner of the phone and have it removed from the list (takes up to 72 hours).
@esjliv
A telus "branded" phone gives them the opportunity to impose certain restrictions on phones according to their own policies without necessarily disclosing it to the customer. The bf bought a legitimate Sonim XP-8 second hand from the original owner. Perfect a dual SIM phone so he could use his sim card and then when needed he could use my spare data account sim card as well.
Until we try both sim cards in the phone and only sim card 1 will work. Then take sim card 1 out and suddenly sim card 2 starts working. More troubleshooting until someone here points out the small print somewhere on the telus site that they disable the dual SIM function in these phones despite advertising it as a dual SIM phone. Sure it's a dual SIM phone but you can only use any one sim card slot at any one time so if the OP had this phone and one IMEI is blacklisted you have a spare one to use?!!
It also leads to the ridiculous 3 year warranty that comes with the phone that unless you are the original owner with the same provider that you purchased the phone from can you then get warranty service. So we discover this after the bf splinters a spider web of cracks on the screen so he finds out they won't honour the warranty. Alright we will just pay for the screen replacement. No he's not the original owner so he can't get approved repair service thru the provider and Sonim won't supply the replacement screen unless it is ordered by an approved service center with a certified technician. You can't even get the part on eBay or aliexpress or any online site....even fraudsters don't sell replacement Sonim parts.
Needless to say the Sonim XP-8 isn't much of a rugged phone as it failed the bf test badly and then warranty fails the bf test as well, the manufacturer with their rigid parts supply policy and finally telus themselves for conveniently omitting the shortcomings of the phone that they disabled.
So who knows what errors intentional or otherwise that telus has enabled or disabled on the OP's phone. Hopefully they recognize and admit their mistake and dont make it harder than necessary for the gf to get the IMEI removed from the blacklist.
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