IMEI NUMBER ON MY ACCOUNT DOESNT MATCH IMEI THAT IS ON MY SIM TRAY

[Anonymous]

Hi,

Looking for help my daughter smashed her screen and just before getting it fixed the phone started putting random numbers into the phone so she was locked out of the phone using the passcode.I went and got the screen fixed but she has lost her apple id and password also she doent remember her icloud details.

Have been on the phone to apple about 8 times and spend hrs trying to sort it out with o2.

Apple need the priginal proof of purchase which o2 send but the IMEI that they provided doesnt match the IMEI number on the sim tray of the phone.

i have 3 iphones on contract with O2 and none match the IMEI number they sent me as orignal proof.

i am now stuck with a brick of an iphone and £216 left of the device to pay.

o2 are now saying thats all they can do! 

any help appreciated thanks 

Lee

any help appreciated

[MI5]

Not much we can do as customers I’m afraid.
Sounds like a refurbished phone was given after the screen repairs so you would need proof of that change from whoever fixed it.

[Anonymous]

Thanks for the quick reply.

The iphone was a refurb from o2 originally,is there a chance that they have put the wrong IMEI number and sim tray into the phone?

[Cleoriff]

@AnonymousIf you weren't aware you got a phone back with a different IMEI you may wish to make a complaint https://www.o2.co.uk/how-to-complain

It could be the only way you get this issue solved.

[Anonymous]

The phone was bought as refurb iphone,its the same phone after it has been fixed. it wasnt fixed through o2.

thanks

[Cleoriff]

@AnonymousAt some point the IMEI has changed, regardless of whether the phone was a refurb or not.

Apologies I wasn't aware O2 didn't do the repair. Where did you send it to be fixed?

[MI5]

It could of had a different motherboard fitted when refurbished.

[viridis]

Might just be a different IMEI on the SIM tray.
Won't iTunes display the IMEI when plugged in?
Not up 100% on iOS so not sure

[viridis]

I mean, is it that beyond an idea that O2 repairs might just stick a different sim tray in when refubishing a phone?

[MI5]

Yes you can check it in iTunes but you need to unlock the device first.