Hi, was wondering if anyone might be able to help with this little fiasco, i think their are on or 2 of you that work in the mobile phone industry?

I'll start at the beginning... On Saturday i lost my HTC Desire HD whilst out shopping, when i realised a few hrs later it was missing, i called Vodafone and got the phone barred (i thought!) Called around a few shops to see if it had been handed in, no joy. Next step was to report it lost.

With that done, i proceded to contact my insurance company (provided through Natwest)after a bit of a fiasco with them (they had no record of my device, even though they sent me a confirmation letter with details of it 4months ago) we got to the end of the call and he asked me to contact vodafone for a proof ofblack listing of the device as it was still showing as active at their end (i thought i had done this in the 1st instance!) and also asked for a copy of the contract including IMEI code for the device. This is where it all gets a bit confusing.........

So, i call Vodafone, i ask them to check the device is black listed, it's not, apprently they just barred the sim, not the device, then he tells me i'm using a Nokia n95! yeah right? about 2+years ago i was...... I ask what imei they have for me and he recites completely the wrong imei, eventually we get things straight and he finds my Desire HD on the system, only, the IMEI they have for the device is one digit wrong! all the numbers for my imei are correct except the the very last digit! they have a zero as the last, i say the last is a 5!!! Well with this number being wrong on my contract i am surely up ****s creek with my insurance??? I am 100% sure the IMEI code i am quoting is correct and Vodafone have some fluffed up on their sytstem, i even called HTC who confirmed that the number i am quoting is for a Desire HD on Vodafone! and the number Vodafone are quoting does not even exist! Unfortunately they cannot email this info out as back up.

So, for anyone still reading, that i didn't lose ten minutes ago..... What can i do about this? i Have emailed Vodafone asking them to correct the info before sending out the required info, but, how can i make sure this happens and prove to Vodafone that it is their mistake?

Any ideas are appreciated, i am mega stressed now....

Cheers all..

Steve

Have you still got the box with the barcoded IMEI on it? Surely this is proof enough, especially with only 1 digit being different? Take a photo of this and send it to Vodafone and your insurance company.

Not sure how it works with Voda but i am with T-Mobile and i don't have any paper work stating my contract and IMEI number. Surely if you registered the phone with Natwest then it has nothing to do with your contract as it is only the phone that is insured?

Generally they just want proof of purchase, as it's a contract phone i don't have that as such as it was an upgrade, i do have an invoice that was sent to me for the delivery cost that states the phone that was delivered, but this is all i got, there is no imei on the invoice. Don't think i have the box now, guess i might regret chucking that away now........ Maybe the invoice and proof the device has been black listed will be sufficient, assuming vodafone can sort things out and do this.

Well, however it works out, it will be a lesson to me.,... KEEP EVERYTHING!

Being a HD, cant you just log into HTC sense website and track the phone, lock it, and set it screaming it's lungs off?

Unfortunately that does not help me with an insurance claim though....... They require proof that the imei has been blacklisted, only on Vodafones system it is showing the imei as different to what i say it is, by one digit.....

I'd think voda should know since it registers on their systems with it.

Defo get them to block that IMEI and then discuss with them the issue you have.

Been trying to get them to block the number for the last few days now!!! Even got them to email me to confirm the imei is black listed, they have sent me 2 emails one for each imei (their one and the one i say it is) Yet my insurance company are still saying it is still not showing as black listed! just been back on the phone to vodafone, the operator has once again requested the number to be black listed and to give it 24 hours for it to go through....... I think i must of racked up over 2hrs of calls now to vodafone in the last 24hrs! As it goes though, i did talk to someone that seemed to have a little bit more knowledge this time around, he says that apparently the last digit of their imei always shows as zero on their system, no matter what the phones imei label says..... So at least that should clear that problem up.

Unfortunately that does not help me with an insurance claim though....... They require proof that the imei has been blacklisted, only on Vodafones system it is showing the imei as different to what i say it is, by one digit.....

but you'd know where it is if you'd left in a shop, or if stolen the police can find the toe rag responsible.

You can also render it useless and flag a reward screen improving chances of return. I'm sure the police van get phones blacklisted if the network won't.

I'd strongly recommend using Vodafone's official E-forum:

http://forum.vodafone.co.uk

I find the staff on there are far better than their phone or e-mail support staff, it sounds like the IMEI they are giving you is one that's been typed into the system when the phone was purchased rather than the one that actually shows as active on your account.

John

Managed to eventually talk to someone who had a clue about what they were doing! Turns out the last digit of the imei code always gets changed to a zero on vodafones system. The person i spoke to happily emailed my insurance company with all the relevant info needed and all is sorted now. I've now got a replacement handset. Cheers.

same model or different?

If same, enable HTC sense tracking service

Same model, will definitely enable that this time round...... Better still im going to try not to lose it again! :no:

Being a HD, cant you just log into HTC sense website and track the phone, lock it, and set it screaming it's lungs off?

same model or different?

If same, enable HTC sense tracking service

Ok, so does this service actually work??? This time round i have registered my device on the sense website and several times since i got my replacement phone i have been the website and tried to use the locate my phone service and also tried the ring my phone service but everytime it says it's unable to connect to my phone........ So looking at it, it seems like this service doesn't even actually work, least not for me! anyone here got it working?

So at the moment, this service doesn't seem like it would of been any help to me when i actually did lose my phone.......

Edited 8 September, 201114 yr by steve75

Ok, so does this service actually work???

I had a Desire HD rom on my non HD Desire a few months ago and it worked okay for me then.

Ok, so does this service actually work??? This time round i have registered my device on the sense website and several times since i got my replacement phone i have been the website and tried to use the locate my phone service and also tried the ring my phone service but everytime it says it's unable to connect to my phone........ So looking at it, it seems like this service doesn't even actually work, least not for me! anyone here got it working?

So at the moment, this service doesn't seem like it would of been any help to me when i actually did lose my phone.......

As I understand it works the same way as wave secure, so it first needs to text you and you confirm it, then it should silently monitor. If it gets an internet or text call to say it's lost, it should silently activate GPS and also lock if you've set it to do so.