My EE device Blacklisted by Orange PCS LTD?!

[NickShingler]

I sent my old Galaxy Note20 5g into Envirofone  and they can't accept it because apparently its blacklisted.

"All mobile devices received are checked on the Recipero’s CHECKMEND database which indicates if the police, insurers and mobile networks have registered it as blocked. As your device has been “red flagged” we are unable to return it to you until the flag has been removed."

Rang EE. They dispute this and confirmed there is no blacklist against the devices IMEI. Never has been. 

Envirofone say a 'Black Insert' was applied to this device by 'Orange PCS LTD' and only they can remove the red flag?

Pretty sure Orange and T-Mobile merged to form EE???

I have a month to square this before they destroy my device . Any help would be greatly appreciated!

[bristolian]

Have you asked Enviro-fone to provide evidence of their claim?

Screenshot or other printed documentation showing the blacklisting, would be my first request of them.

Which party here is probably mistaken, would depend on Envirofone's response....

[NickShingler]

They emailed me a screenshot of their system...showing the name Orange PCS Ltd which I assume is from the Recipero’s CHECKMEND database. I have no idea why the IMEI would be shown as flagged on their system and not EE's.

EE are unable to print-screen their database as requested - however  I trust EE's system as an actual network provider over Envirofone's 3rd party database, and I'm reliably informed that with photo ID at an EE store, they can show me the IMEI status as being 'not-flagged', so to speak.

EE provided me with a text displaying the IMEI and its unlisted status as evidence along with the devices purchase receipt which have been forwarded to Envirofone but they just reply with "computer says no...its blacklisted...ring Orange".

[bristolian]

Well I admire your persistence so far, and - what seems to me - a very sensible approach.

Nothing more I can add here, except to wish you luck in grabbing one of EE or Envirofone by the scruff of their neck until deadlock is broken!

[Chris_B]

@NickShingler  Do you have the device IMEI number ?  You can check this yourself as there are many websites that offer this service 

[NickShingler]

Yes indeed - I tried a few of the ones online and they all say my device is clean! 

[Peter_W]

Hey @NickShingler.

Welcome to the EE Community!

Just double checking with this one, but did you have any replacements in the time you had this handset, or is it the same one that was supplied with the contract?

Have you checked with Envirofone to make sure that the IMEI number they're checking this against matches the one that you've got the details for, too?

Peter

[NickShingler]

Hi Peter, thanks for your help!

Indeed it was the device which was supplied with the contract back in 2020 and it would seem the IMEI on their system matches the one on EE's. 

They say...."We would advise to contact EE if via email and show them the black list reports we have  attached as it has been blocked Orange PCS Ltd which is now owned by EE"

[Matt_124]

Best not to post your IMEI on a public forum, however the screenshot you've sent shows it as having a "Black Insert" on 25/08/24 and then a "Black Remove" on 13/06/25!

It would seem to me based on what you've sent that it was blacklisted up until 4 days ago but is no longer.

[NickShingler]

Just spoken to Envirofone again to enquire but the device is still listed as blacklisted.

They say that EE need to provide evidence that there is indeed no blacklist on the phone, either by providing a certificate or information from their system before they can proceed.

Is this something that EE can help with?