Blacklisting Phone on CEIR database

[peter45133]

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?

[peter45133]

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

[banjovibes]

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.

[aster7680]

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

[JonathanB]

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

[Jazzymac4]

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

[peter45133]

Hi

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 

[JonathanB · Accepted solution]

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

[Bhughes]

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

[JonathanB]

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