topic Re: Re: EE Blacklisting issue in Other phones & Devices

Re: EE Blacklisting issue

Ibrarb — Thu, 01 Oct 2026 15:04:38 GMT

Hi All

i am going through to same situation and it’s been 3 months without any solution can anyone please guide me or tell me if they had this sorted?

thanks

Re: Re: EE Blacklisting issue

Christopher_G — Thu, 01 Oct 2026 16:33:19 GMT

Hi @Ibrarb

Welcome to the community.

The thread that you replied to is from 2023, so I've moved your post to its own thread so we can concentrate on your issue.

If your phone has been lost and stolen, I recommend speaking directly with our customer support team, so they can make sure the appropriate bars and blacklisting is added from our side.

If I've misunderstood your issue, please come back and explain a little more and we'll do our best to help.

Thanks,

Chris

Re: Re: EE Blacklisting issue

Ibrarb — Thu, 01 Oct 2026 16:48:19 GMT

Hi Chris,

Thanks for your reply.

To explain the situation more clearly, I lost my phone around three months ago. The phone was purchased from Sky Mobile, but I was using an EE SIM in it at the time it was lost.

I contacted EE immediately and asked for the handset to be blacklisted using its IMEI. Initially, I was told that EE could not blacklist it because the handset had not been purchased from EE. After speaking to several people, I eventually reached an adviser who told me this was not an issue and confirmed that the handset had been blacklisted.

EE then provided me with a PDF proof of blacklisting, showing the handset make, model and IMEI.

I subsequently contacted my insurer, Domestic & General (D&G), to make my claim. However, D&G told me that when they check the handset on the national database, it is still showing as active/not barred. They therefore will not process my insurance claim.

Since then I have spent almost three months contacting EE, Sky Mobile and D&G back and forth. EE says the handset is blacklisted and has provided written proof, but D&G says the IMEI is still showing as active on the database they use. D&G will not accept the PDF alone because they need the blacklist/bar to appear correctly on their system.

I have therefore reached a point where simply being sent another proof-of-blacklisting document will not solve the problem. I need someone to investigate why EE shows the IMEI as blacklisted internally but the blacklist/bar is apparently not being reflected on the national database used by my insurer, and whether the blacklist needs to be resubmitted or corrected.

An EE store adviser suggested that I ask for help through the EE Community, which is why I am posting here.

Could someone from EE please advise how this can be escalated to the appropriate team to investigate the actual IMEI blacklist/database status?

I can provide the IMEI, EE proof of blacklisting document and any other information required privately.

Thanks.

Re: Re: EE Blacklisting issue

Christopher_G — Thu, 01 Oct 2026 17:12:35 GMT

Thanks for explaining some more, @Ibrarb.

I can completely understand your frustration with this. The best advice I can give is to to fill in our online complaints form. If you copy and paste your last reply on this thread into that form, it should give our complaints team enough information to be able to make sure all of the correct processes have been followed from our side and open a case against your EE account. They'll then contact you directly to discuss the next steps.

Please keep us updated with what happens.

Chris