Blacklisting Phone On CEIR

[Stu1975]

My phone was stolen on 29 June and I reported it to Three straight away. My insurance company asked for proof of usage and barring which I requested from Three and they provided. However, the insurance company are insisting that the phone has not been registered on the CEIR database and I can also see on online blacklist checks that the IMEI still shows as 'clean'. As a result insurance company have rejected the proof and wont replace my phone.

I have asked Three to resolve this several times now. Each time they say it will take 72 hours but then either nothing happens or they resend the original proof of barring letter but nothing has changed. It's now nearly a month on and I still can't claim on my insurance.

Has anyone had this issue and is there any way to get Three to resolve it?

[JonathanB · Accepted solution]

Hi @Stu1975,

I'm sorry to hear that you've been running into these issues with getting confirmation of the barring being registered on the CEIR. I'll send you a PM to get you in touch with some colleagues that should be able to help with this.

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

[JabuS]

I am having the exact same issue, are you able to provide help?

[Piyushkarkar]

I having same issues as i bought new mobile and second day i lost so i not used three to call but i used internet and got call from others but still three said you havent used your three on new mobile.rediculas service my insurance company want that proof what should i do anything that i can do tell me

[SamB33863]

Hi Jonathan, 

I hope you are well! 

I am also having issues with this, I have been in touch with Three through phone and live chat and they have told me I need to do it myself but I don't think this is possible. 

Please help as I, like many others, am running out of time for my claim. 

Best, 

Sam Burgess

[Anant91patel]

Hi Jon,

I have the same issue with blacklisting my phone from national database.

I have check my IMEI number with other tools its still saying its clear.

[JonathanB]

Hi @Anant91patel,

Sorry for the delay in picking up your post about this, the issue is being looked into as a priority. I've sent you a PM to link you with some colleagues that are helping gather details from affected customers.

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

[Jaimemanchester]

Hello please can you contact me I’m having the exact same issues keep getting messages and emails saying my case is closed yet still not blacklisted it’s been going on since the 10th of august, the service is shocking !, I phone up constantly and get deep into the conversation and get cut off!, then the people on phone say it’s already blacklisted when it isn’t., I can check online and it’s still clean! I shall be putting a formal complaint in if not resolved asap 

[Jazzymac4]

Yes me. I am still trying. After multiple calls 3 have said they can only blacklist on the 3 network and not put it on the CEIR database, which is what my insurance company wants. There is a moderator on here called Jonathan B who sorted this issue for someone else a couple of days ago. I have messaged him. He got it sorted by the UK TEAM. I am going to a 3 store shortly to see if I can get it done through them.