anyone suspended a phone recently?

  • 4
  • Question
  • Updated 4 years ago
  • Answered
Archived and Closed

This conversation is no longer open for comments or replies and is no longer visible to community members.

I'm just wondering whether the system gives customers the option to flag the IMEI of their handset as lost or stolen (when suspended via self serve) or whether it does so automatically. If it's flagging phones automatically there needs to be a clearer indication that customers need to call in to have their phone unflagged if it is found.
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,062 Points 100k badge 2x thumb

Posted 4 years ago

  • 4
Photo of Vincent

Vincent

  • 12,188 Points 10k badge 2x thumb
Hey Timo!

When you suspend your phone as “lost” or “stolen” from your Self Serve account, the service (Sim card) is automatically suspended. You have the option of disabling the device by choosing “Do not allow my phone to work on any other Canadian wireless network while suspended”. By choosing that option, you’ll have to give us a call in order to resume the service if/once the device is found.
Not choosing that option, you can resume service via Self Serve.

I hope this helps.

________________________
If you see a good answer, give it a star.
Photo of Timo Tuokkola

Timo Tuokkola, Mobile Master

  • 140,062 Points 100k badge 2x thumb
So flagging the handset is optional, good to know.
Is it actually stated on this page that customers will need to call in if they choose this option? If not, it should be. Perhaps in large font. All caps.
Photo of Vincent

Vincent

  • 12,188 Points 10k badge 2x thumb
We’ll definitely consider this update in the future Timo!

Note that if the customer selects that option (flagging the handset as lost/stolen), they are not warned that they need to call to restore their phone. However, if they go to restore the phone in Self Serve later, there will be a warning message telling them to call in.

________________________
If you see a good answer, give it a star.
Photo of punagai

punagai

  • 252 Points 250 badge 2x thumb
Thanks for sharing.
Photo of Ahmad

Ahmad

  • 96,102 Points 50k badge 2x thumb
This is very good to know actually. Thanks for asking the question, Timo!

This conversation is no longer open for comments or replies.