Proof handset was Blacklisted

[Sarah2012]

My iPhone 12 Pro Max was stolen. Handset was purchased separately and I had a virgin contract sim. I phoned virgin mobile to deactivate sim and they took my IMEI to blacklist device. My insurance requires confirmation of blacklisting but virgin, although it’s on the system and they can confirm over the phone it’s blacklisted they refuse to send me a confirmation email. This has delayed me getting a replacement handset for 4 weeks waiting for letters that were never sent and getting through to complaints department. I have seen people with similar issues be solved and I would like some advice on what I should do, they told me confirmation would take 24 hours originally and I was very clear I required confirmation  to pass on to my insurance now they are saying they will not provide confirmation. They advised me to phone apple but they couldn’t do anything. Im really worried this is going to stop me getting a replacement. Thanks to anyone who can help me out.

[BenMcr]

It's physically not anything that Virgin Mobile sent out. The only proof Virgin Mobile do is proof of purchase for their own devices https://www.virginmedia.com/help/virgin-mobile-proof-of-purchase

The whole point of the blacklist though is that it's on database to stop the phones being used in the UK on another provider, so I would have thought your insurance provider can do the check themselves.

There are multiple websites that can check the blacklist status - including one that works with the Police https://www.checkmend.com/uk/

Or this one possibly https://www.imei.info/

[Hayley_S]

Hello @Sarah2012,

Welcome, thanks for posting.

I am so sad to see that this has happened.

We do not do this proof of purchase I'm afraid, so we would not be able to provide you with this.

Please use the information provided by @BenMcr as this is correct 🙂

Many thanks,

[Sarah2012]

Thank you. I will have a look.

[Ayisha_B]

You're welcome @Sarah2012

Have a lovely evening!