topic Re: Blacklisting Phone on CEIR database in Devices

Blacklisting Phone on CEIR database

peter45133 — Tue, 18 Jul 2023 18:18:36 GMT

My iphone was stolen on 4th June and reported to Three the same day. My insurance company asked for proof of usage for which was provided by Three after I sent the proof of purchase on 23rd June. The POU shows the phone as being blacklisted. The insurer advises that this has not been recorded on the CEIR database and wont pay until this has been done.

Your chat bot advised to upload the proof of purchase again, but I dont have any confidence in this being actioned as it should have been done the first time. Is there anything else I can do to get the phone registered on the blacklist?

Re: Blacklisting Phone on CEIR database

JonathanB — Wed, 19 Jul 2023 15:17:41 GMT

Hi @peter45133,

I'm sorry to hear that your phone was stolen, and that you're now running into these issues with your insurance claim. I'll PM you to get you in touch with some colleagues that can take a closer look and make sure the phone is blacklisted.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Blacklisting Phone on CEIR database

peter45133 — Wed, 26 Jul 2023 08:41:41 GMT

Problem resolved, thanks to the UK based team. Why cant all queries like this not be solved the first time around?

Re: Blacklisting Phone on CEIR database

Jazzymac4 — Mon, 31 Jul 2023 15:31:27 GMT

I also have the same issue. Three are telling me the phone has been blacklisted. But the insurance company want it onCEIR. I am on the phone to 3 and tearing my hair out. They don’t understand what they need to do. I need help urgently as I am running out of time for the claim.

Re: Blacklisting Phone on CEIR database

Jazzymac4 — Mon, 31 Jul 2023 15:34:32 GMT

How did you get it done. I am tearing my hair out.

Re: Blacklisting Phone on CEIR database

peter45133 — Wed, 02 Aug 2023 13:31:41 GMT

Sorry to hear you had the same problem. I share your frustration!

They provided me with a letter confirming the stolen phone was blacklisted which the insurance claim dept accepted. I dont know if they actually changed the database or not, but the letter did the trick

Good Luck

Re: Blacklisting Phone on CEIR database

nvelugop — Fri, 25 Aug 2023 20:52:14 GMT

Hi Jonathan same issue happened to me but my case is too worse

I lost my mobile phone on 28 June 2023 And I have requested for my proof of barring and proof of usage from customer service I have received only the proof of usage after 2 weeks and the insurance company said they need separate letter for proof of barring and when they checked my mobile is not blacklisted yet so I have requested to three customer service for it they promised me to give it in 48 hours and after 48 hrs no email again requested for it after 4 times of request they said wait for 72 hrs and again no reply after that I message again they said i should wait 10 working days even after 10 working days no letter I have requested for Letter again on 18th of August and they said to wait for 72 hours but again no proof it's been nearly 2 months but still I'm waiting for my proof of barring this is literally frustrating i don't know what to do and on 22 aug one guy spoke to me from complaint team and when I explained my issue to him he send me one letter to my email but when I sent it to my insurance provider it's the same the device is not blacklisted i don't know why three mobile is not helping it's customers please can u help me what to do atleast i have to block my imei what if someone misuse my iPhone it comes under my name please help me

Re: Blacklisting Phone on CEIR database

JonathanB — Mon, 28 Aug 2023 10:48:12 GMT

Hi @nvelugop,

I've answered you on another thread and sent you a PM but just posting here in case you miss the other one. The PM will get you in touch with more help.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Blacklisting Phone on CEIR database

leteyeseeit — Fri, 01 Sep 2023 16:16:07 GMT

Help me too please...I am in the same boat...I am getting nowhere speaking to people on the phone or chat

Re: Blacklisting Phone on CEIR database

banjovibes — Thu, 14 Sep 2023 14:16:46 GMT

Hi Peter.

How did you manage to get ths sorted i am going crazy Three doesnt seem to have a clue at all please help.

Re: Blacklisting Phone on CEIR database

JonathanB — Thu, 21 Sep 2023 14:25:13 GMT

Hi @banjovibes,

Did you get a chance to look at my recent PM? I've sent you a link to the same team that helped Peter.

To view your private messages on the community, click on your avatar image in the top right of any community page, then "Messages".

Thanks,
Jonathan

Re: Blacklisting Phone on CEIR database

aster7680 — Mon, 15 Jan 2024 12:43:45 GMT

Hi there - were you able to find a away to get help from Three to blacklist your device in the end? I'm in a similar position right now

Re: Blacklisting Phone on CEIR database

OldCustomer — Mon, 01 Jul 2024 23:07:41 GMT

I’m in the same situation and am tearing my head out with your Web chat advisors incl senior “custom service” managers. They just keep saying they’ve done all they can (which is f… all) and have wasted hours chatting to them. No one wants to give me a direct email or telephone number - why is three not helping its loyal customers??

Re: Blacklisting Phone on CEIR database

Bhughes — Wed, 18 Dec 2024 17:55:07 GMT

Hi I’m having the same issue can I get some help please

Re: Blacklisting Phone on CEIR database

JonathanB — Thu, 19 Dec 2024 15:47:44 GMT

Hi @Bhughes,

This topic was raised as there was a temporary issue with blacklisting of devices, but that was resolved quite some time ago. Can you help me understand the situation a little better please? Are you receiving a proof of usage document which the Insurer isn't accepting, or has the customer services team not been able to help blacklist the phone for you?

Thanks,
Jonathan

Re: Blacklisting Phone on CEIR database

Bhughes — Fri, 20 Dec 2024 20:56:51 GMT

Ive lost my phone and trying to claim through my insurance. so i have blacklisted the first imei on the phone to which i was told to blacklist the second and so that should be done soon but last time i asked they sent me the evidence for first imei block/blacklist . But i have rang up/webchat about this multiple times the insurance company are still saying non of imei are registered on CEIR database even though i have multiple emails from you saying that the first one is blacklisted. every time I contact I seem to get put through the same process which doesnt seem to be blocking on CEIR database for some reason according to insurance company. Ive been a bit confused at it myself. Hope you can help. Thanks

Re: Blacklisting Phone on CEIR database

Phana — Wed, 29 Oct 2025 08:02:56 GMT

Hi Jonathan

In pretty much the same situation, would you be able to PM me to get in touch with some colleagues?

Kind regards,

Re: Blacklisting Phone on CEIR database

MichaelP — Thu, 30 Oct 2025 09:49:36 GMT

Hello @Phana,

It's a shame to hear that you've had similar issues with your device being blacklisted.

Would you be able to share a little more information, please?

Has the phone been blacklisted successfully by Three, but your insurer won't accept your claim due to the CEIR database not reflecting the same?

Did Three provide you with proof of usage to give to your insurer?

Thanks,
Michael

Re: Blacklisting Phone on CEIR database

Phana — Thu, 30 Oct 2025 21:36:16 GMT

Hello Michael

Proof of usage hasn't been requested (yet). The main point is:
Our insurance company requires the IMEI blocked in the GSMA/CEIR database.

The Argos receipt doesn't but the police report does show the IMEI number.
Argos' own catalogue number (recently discovered) is alongside this on the box.

This should suffice as the supporting info, what do you think?
Exactly where (e.g. email address, website link) may we send these pics, please?

Even if Three are still not able to block the IMEI, surely a letter could state this?
In summary: the insurance need the IMEI blocked or Three officially quoting it can't be done.

Kind regards,
Phana