[Clive Galway]

I just bought a blackberry KeyOne, and am having technical issues.
However, I cannot obtain support from blackberry, as the form insists on an IMEI, but it does not recognize my IMEI as being valid.

I got the phone on contract from O2 in the UK, but I currently have the SIM from my previous provider in it, as I have not ported my number over yet. Is this maybe why the IMEI is not recognised?

I have to say, this is absolutely horrendous support from BB.
Why in god's name do you NEED an IMEI to even speak to someone? If the problem is inherently to do with BB hardware / software, how is this serving the customer.

Even the phone support number requires you to type in your IMEI. That's right, in order to call them, you need to view a 15 digit number in your settings screen (where you cannot copy and paste) and type it into the phone dialler. Also, when in a call, there is a green phone icon on every screen, and it covers the IMEI in the settings screen (Which cannot be scrolled).
EPIC FAIL!!

[thurask]

Isn't the IMEI check only for older (pre-KEYone) BlackBerry devices?

Anyway, give this a read and try the right hotline: https://forums.crackberry.com/blackb...ectory-1113727

[anon(870071)]

*#06#
is the engineering code to show your IMEI btw!!!!!

[Clive Galway]

Yes, I know that, but seeing as you can find the same thing from the settings menu, this is a pointless method

[Clive Galway]

Clearly not
http://i.imgur.com/cNAj8ow.png

[Clive Galway]

Thank you thurask, that support number got me through without supplying an IMEI.

Unfortuantely, BB support was less than helpful.
They said to remove the email acct from BB Hub and re-add it.
If that did not work, they said to factory reset the device.

Epic Fail - This is the worst cop-out ever. The problem is demonstrably with their software, and telling a user to reinstall your OS on the OFF-CHANCE that it may fix your problem is about as bad as it gets in customer support.

[gqmovement]

hey man, i had the EXACT issue.
Sent in the phone for screen repair (was unlocked after purchase) they sent me a new device, but i couldn't get it unlocked. carrier said the IMEM doesn't fall in their system.

got hold of BlackBerry Mobile Canada, and they actually helped through. took about 1.5 weeks, but contact them via calling in to get setup.

tell them you cannot use the phone and require to know the IMEM to get unlocked, and they can escalate it up, so an unlock code can be issued

[gqmovement]

IMEM of the phone didn't even match what the carrier had. Fight back with O2 as well

[FF22]

I just bought a blackberry KeyOne, and am having technical issues.
However, I cannot obtain support from blackberry, as the form insists on an IMEI, but it does not recognize my IMEI as being valid.

I got the phone on contract from O2 in the UK, but I currently have the SIM from my previous provider in it, as I have not ported my number over yet. Is this maybe why the IMEI is not recognised?

I have to say, this is absolutely horrendous support from BB.
Why in god's name do you NEED an IMEI to even speak to someone? If the problem is inherently to do with BB hardware / software, how is this serving the customer.

Even the phone support number requires you to type in your IMEI. That's right, in order to call them, you need to view a 15 digit number in your settings screen (where you cannot copy and paste) and type it into the phone dialler. Also, when in a call, there is a green phone icon on every screen, and it covers the IMEI in the settings screen (Which cannot be scrolled).
EPIC FAIL!!

Try sending a message via Twitter to @blackberryhelp

Explain about both the imei problem and the technical issue. They have been prompt.