topic Re: Incorrect IMEI number in Discussions & Feedback

Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 14:56:21 GMT

It appears that the IMEI number on my iphone is different to the IMEI number printed on my contract. This is causing a major headache with my insurance company as I don't have a valid receipt. Does anyone have any useful suggestions for resolving this issue?

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:04:06 GMT

take the handset back to the store as more often then not the phone has got mixed up in boxes as they are taken out to show customers, hopefully they will have the correct box in store still.. if not they will be able to rectify and print new recipt @Anonymous

Re: Incorrect IMEI number

jonsie — Tue, 01 Sep 2015 15:04:52 GMT

Have you ad an exchange phone/repair. The IMEI in My O2 is associated with the phone that the sim card is set in. What IMEI shows up when you dial *#06#. If it's different than my O2 you need to call customer service.

Re: Incorrect IMEI number

MI5 — Tue, 01 Sep 2015 15:06:02 GMT

What is the history of the phone you have now?

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:15:29 GMT

Thanks for the suggestion but I got the phone from Phones 4U 2.5 years ago. Even if they hadn't gone out of business they would be unlikely to have the correct box after all this time. I do have the box at home and will check, but I don't think that will help my case at all. I can't prove that this is the same phone to the insurers as I don't have a 'proper' receipt!

I did read that the network can link the IMIE number to the SIM - is this the case? If so I could prove that both have been in use together for the same period of time, which might help.

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:16:38 GMT

It is different - thanks for the suggestion, I think my next step is to call customer services.

Re: Incorrect IMEI number

MI5 — Tue, 01 Sep 2015 15:17:41 GMT

Look in your My O2 - It will give you the IMEI number of the phone in use on your account.
http://www.o2.co.uk/myo2

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:23:36 GMT

I got it 2.5 years ago from Phones4U with O2
Took advantage of free insurance at work a few months ago and had to give the IMEI number when I registered
Dropped it in water 2 weeks ago
Sent the insurance company my contract as the receipt
This is when it came to light that the IMEI number on the phone is different to that on the contract, something I had failed to check when I got the phone - won't do that again!
So I now have no way of proving ownership and age of the phone

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:25:59 GMT

so its now a dispute case between you and insurance, with P4U no longer trading its going to be a hard one to prove. as paperwork and recipt will be different to phone and not being able to prove age of phone etc. I dont think you will get very far tbh. but on the plus side you should be able to upgrade

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:27:39 GMT

The IMIE number from my phone is correct, it's the one on my contract which proves ownership that is wrong. Not sure how to solve it.

Re: Incorrect IMEI number

MI5 — Tue, 01 Sep 2015 15:29:15 GMT

All I can think of is that you go back to your insurance and explain the genuine mistake and give them details from your My O2.

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:29:31 GMT

Thanks - I wasn't very hopeful, but thought it was worth seeing if anyone else had found a solution. So very frustrating.

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:29:51 GMT

this is a tricky one very tricky and one that o2 could struggle with because it was orginally sold by P4U.. I take it you have explained this to the insurance company?? it may be better to just buy a new phone and less of a headache x

Re: Incorrect IMEI number

Anonymous — Tue, 01 Sep 2015 15:34:14 GMT

as a ex P4U manager, it will be very difficult as if this was presented to us in store we would call H/O and get the paperwork rectified but as they are npo longer trading.... people on here make it sound so simple and tell you to call customer services but i very much doubt that they will be able to help as they was not the original vendor to sell you the phone.. so they will only confirm your handset IMEI and not the paperwork IMEI they shoudl be able to send you some kind of email stating the date the phone was connected to teh o2 network and that will match your paperwork from p4u.. once you have that send that to your insurance company and they should then be able to see the error....

Re: Incorrect IMEI number

MI5 — Tue, 01 Sep 2015 16:58:07 GMT

@Anonymous wrote:
as a ex P4U manager, it will be very difficult as if this was presented to us in store we would call H/O and get the paperwork rectified but as they are npo longer trading.... people on here make it sound so simple and tell you to call customer services but i very much doubt that they will be able to help as they was not the original vendor to sell you the phone.. so they will only confirm your handset IMEI and not the paperwork IMEI they shoudl be able to send you some kind of email stating the date the phone was connected to teh o2 network and that will match your paperwork from p4u.. once you have that send that to your insurance company and they should then be able to see the error....

Which is exactly what has been said already.

Get confirmation from O2 of the IMEI in use (for however many months) and send this to the insurance explaining the mix up.

Calling CS is valid advice as they can give the historical data required. No one is suggesting that O2 are going to make up anything, just report the facts.

The rest is down to whether the insurance company accept this as proof of device ownership or not.

However, the lesson here for us all is to check our phones IMEI numbers against the paperwork and phone/box when getting a new device.

Re: Incorrect IMEI number

Cleoriff — Tue, 01 Sep 2015 17:39:56 GMT

Thanks for this advice Rich...I am off to check mine as we speak...

Re: Incorrect IMEI number

MI5 — Tue, 01 Sep 2015 17:42:55 GMT

I need to check mine too - I don't ever remember doing so, ever. One just assumes it will be correct.