Phone blacklisted without my knowledge

[BobGreen]

My phone stopped having signal and after the usual off and on, etc for 2 days I connected Three. They told be my phone had been blacklisted but couldn’t give me be reason why. I had to wait 48 hours to have it unblacklisted. This repeated 2 more times with no progress and new requested being put in to unblacklist my phone every 48 hours. After 6 days of waiting and 8 days without signal, use of mobile data, texts or calls I was told I had to send proof of purchase and wait 5 days. I have sent this 2 days ago but have had no reply to my email to confirm receipt, etc. 

My question is how do I know anything is being done to unblacklist my phone as nothing was done for the previous 6 days. Do I wait 5 days to find out nothing has been done and I am told to do something different and wait longer? How can I chase this request with the email I sent to proof@contact.three? 

[PeteG]

Hello, Bob. 

Hearing that your phone has been blacklisted is disappointing, I'm not sure why that wouldn't have happened. Normally when you send emails to that address, you should get an automated reply within 48 hours. To confirm though, the full address is proofs@contact.three.co.uk. If you've sent it to the address you noted above, it won't be received by the right team. 

Pete. 

[BobGreen]

Hi Pete, 

I have sent it to the address you have stated more than 48 hours ago and have not received anything yet. But I am not at all surprised considering how poor the service has been. 8 days waiting now to have my phone unblacklist that was done without my knowledge. 

[jr0]

Hi I'm just wondering how your IMEI was blacklisted and by which UK operator? If your phone is brand new I can only think of someone doing a typo, and this could have happened in any of the UK mobile operators that can blacklist/report stolen devices 

I'd try to chat with three support team.

[BobGreen]

I got my phone in April 2022 and had no issues since then. Three have put in 3 requests to have it unblacklisted but made no progress. I have no idea how it was blacklisted, three just tell me they don’t know. 

[PeteG]

It might be worth checking in with the Support Team to see if they can confirm if the email was received and see if any actions have been taken on the back of it yet. 

Pete.