Data left on damaged Iphone picked up by DPD Courier

[janie42]

I made an insurance claim on my damaged Iphone, a replacement phone was delivered and I was asked to hand over my old phone. I still had all my data left on the phone but the courier still took the phone.
I had backed up to my icloud, however having tried to retrieve the data and sync to the new phone it can't find any of my data or access from my old phone. This means I have lost years worth of personal data that still exists on my old phone.

I need to retrieve my old phone so I can sync the data from phone to phone and then return the phone to the insurance. Please let me know how I can retrieve my phone as this must happen all the time? It is very distressing.

I have had an account with EE for years and all my broadband is with them as well. 

[Chris_B]

@janie42  That’s not possible once you have handed it over.    

[Peter_W]

Good afternoon @janie42.

Thanks for reaching out to us here on the EE Community. 

I really appreciate your worry with this one, I have about 20 years worth of pictures backed up in various places, and would be heartbroken if I were to lose them. 

What specifically is happening when you try to restore the data to the new phone that's preventing this from working?

We do have the option to try and locate your returned device, but we need to make it clear that it's not guaranteed we can locate the device, and as it's a manual process there is a charge for this too.

It's possible to request this if you're within 72 hours of the handset being collected, and if you reach out to our customer care team they can guide you through all of the details you need to know.

Peter