by Muggie Investigator
Investigator

Wont accept imei number

I have been trying to claim a ps4 with my contract but its saying it doent recognize my imei number

1 SOLUTION

Accepted Solutions
by xShannonLou
Visitor
Solution

Re: Wont accept imei number

You need to have the phone for 2 weeks before you can claim your free gift. That's probably why. 

37 REPLIES 37
by
EE Community Support Team

Re: Wont accept imei number

Hi @Muggie,

 

Welcome to the EE Community. 🙂

 

Are you outside of your 14 day return period?

 

Thanks

 

James

by Muggie Investigator
Investigator

Re: Wont accept imei number

I got the phone yesterday 

by xShannonLou
Visitor
Solution

Re: Wont accept imei number

You need to have the phone for 2 weeks before you can claim your free gift. That's probably why. 

by Muggie Investigator
Investigator

Re: Wont accept imei number

Oh ok. Brilliant.  Thanks for answering this quickly

by marka1 Investigator
Investigator

Re: Wont accept imei number

Hey,. Hopefully yours works after two weeks.  Mine was two weeks yesterday and still doesn't work.  Had to go in store and be told I'm not eligible for the gift (at which point I pointed out all of their posters advertising the deal and the fact my contract meets all the T's & C's, I'm now waiting for a call back)

by adaminhull Contributor
Contributor

Re: Wont accept imei number

This seems quite common. I've been told to contact Kondor. The offer closes in a week. My phone was broken when it arrived and now my cooling off period is 30 days.  Thus means I'll miss the offer.

 

Not happy. Canceling contract if they don't sort it out. 

by marka1 Investigator
Investigator

Re: Wont accept imei number

I had the same issue, took me multiple calls and visits to an EE store before Kondor would finally agree to accept I was due the PS4

by Melina_Me Valued Contributor
Valued Contributor

Re: Wont accept imei number

That is not good to hear. Did they say how long before you receive your gift.If Kondor do not get back to me by tomorrow I will call them because this offer ends on 04 Jan 2019.  Why is Sony/Kondor making it so hard..it seems no ones IMEI number works. My 2 weeks was up days ago and it still does not work....

by Melina_Me Valued Contributor
Valued Contributor

IMEI not working-here are the details to contact Kondor

Guys, this is a problem for us all

Here are the details to call Kondor

Its crazy how we are all having the same problem

 

Address: Christchurch Business Park, Radar Way, Christchurch BH23 4FL
Hours: 
 
Wednesday 8:30am–6pm
Thursday 8:30am–6pm
Friday 8:30am–6:30pm
Saturday Closed
Sunday Closed
Monday 8:30am–6pm
Tuesday 8:30am–6pm
Suggest an edit
by
EE Community Support Team

Re: Wont accept imei number

Good Morning @Melina_Me

 

Please can you confirm when you sent the email to Kondor and if you have now had a reply?

 

Katie 🙂

by adaminhull Contributor
Contributor

Re: Wont accept imei number

I called them. Very helpful. Because my first device was broken and replaced, they think EE has supplied the wrong IMEI. 

 

Waiting from them, Kondor, to call me back once they have confirmed with EE. 

by
EE Community Support Team

Re: Wont accept imei number

That's great to hear @adaminhull

 

Please keep us updated, 

 

Katie 🙂

by Melina_Me Valued Contributor
Valued Contributor

Re: Wont accept imei number

By the look of things it looks like EE have provided ALL of us with the incorrect IMEI or the error is with Kondor because everyone is saying the same thing when they try to claim their gift.

 

I have been corresponding with Kondor since last week so today the latest update is they say Imei not valid and they asked me to send proof of receipt with IMEI on it...well the receipt does not provide this so I sent pic of the box with the number on it....I tell ya, this is very tedious..I wish EE would do the leg work for us or simply send the gift to us or allow it to be picked up from one of their outlets becasue at the end of the day, we are their customers not Kondors.

by adaminhull Contributor
Contributor

Re: Wont accept imei number

I totally agree.  it was EE that advertised the offer and took our money. They should be sorting THEIR mess out, not us.

 

I feel EE are washing their hands of this and expecting THEIR customers to do their work for them.

by
EE Community Support Team

Re: Wont accept imei number

Good Morning @Melina_Me

 

If you require a proof of purchase our mobile care team can provide you this. 

 

Since sending the last email have you received a response?

 

Speak soon, 

 

Katie 🙂

by adaminhull Contributor
Contributor

Re: Wont accept imei number

Now the redemption website is accepting my IMEI, but tells me my phone isn't elligable!

 

What is going on?

 

My next step is getting the ASA involved.

 

EE, sort this fiasco out please.

by marka1 Investigator
Investigator

Re: Wont accept imei number

I had the exact same issue and had lots of back and forth between Kondor and EE before Kondor finally agreed to send me the PS4 it has arrived today stating on all the paperwork that I get 12 months free PS Plus, opened the box and absolutely no instructions on how to claim this either

by
EE Community Support Team

Re: Wont accept imei number

Hi @adaminhull.

 

What was the last thing Kondor advised to do?

 

You mentioned that you were waiting for them to get back to you.


Chris

by adaminhull Contributor
Contributor

Re: Wont accept imei number

Kondor have replied and have said my IMEI will now work. 

 

I tried it.  Yes, the website recognises it but now its saying I'm not eligible. "Your IMEI is not part of this promotion"

 

What the hell is going on EE????

 

Someone needs to own up to what the hell has gone wrong. 

 

Just look at these forums, a lot of unhappy customers. 

 

 

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