Brand new phone imei blocked

[P_od]

I ordered a new iPhone 16 pro (sim free) from EE. When it arrived the seal looked like it was tampered with and the handsets imei number was blacklisted. 

EE have removed the blacklist now. But I’m wondering is this somehow a scam, and if I’ve really received a device that was returned or stolen.  Should I just return the device?

[Schockwave]

Hello @P_od ,

Welcome to the community,

If EE have removed the blacklist, then this cannot be a scam, as customer service would not just remove the blacklist if there were going to be a problem with your phone, but if you are at all worried, I would suggest speaking to customer service again, so that they can reassure you.

[Peter_W · Accepted solution]

Hey @P_od.

Welcome to the EE Community!

Whilst the paper seals on iPhone boxes can occasionally break in transit, I can totally understand your concerns around the handset initially being blacklisted. 

This isn't a situation I've encountered before, but if you're not happy with what was supplied, you're absolutely welcome to query return options within the first 14 days, or contact our team to investigate further. 

Sometimes either at our end or via Apple we can investigate via the IMEI of a handset has previously been activated, so fingers crossed you should be able to get some clearer details.

Peter