Pay monthly services

[nathang]

Hello. I am currently abroad, and 2 days ago had my BlackBerry Torch stolen from me. I was using this phone to keep in touch and meet up with friends that live here, since I'm very far from them. Along with the phone, I also lost my 8GB Memory Card which had a lot (almost all) of holiday photos and other things I needed, which I most likely will not get back now. I called 191 on someone else's phone, and the rep said that my phone and sim have been blocked, and I was told to report it to the police which I have. However, they are asking for the IMEI code, and I do not have that. Is there a way that I could retrieve this? The only two I have, those phones are no longer being used and I do not have them. I'm insured at the moment, and it would have been really helpful if I had some sort of BlackBerry to use. When I got this phone, I received it by phone, not by store.

I also cannot login through the Vodafone main website. It just keeps saying 

¨"

Sorry

There seems to be a problem with your account. Please try again or contact our help desk.

• Sorry, we're having a technical problem at the moment. Please try again in a few minutes." 

[nathang]

Nobody can help?

[AnnS · Accepted solution]

I am sorry to hear that you have had your Blackberry Torch stolen with your memory card which contained your holiday photos.

As calls are registered against the IMEI number of the phone and although it would mean using someone elses phone, Customer Services would be able to give you the IMEI number of your Blackberry. 

As soon as you report your phone lost or stolen, to prevent fraud on your online account it is automatically suspended and you would be unable to log in.

You could hang on for an admin to email you for some details, but Customer Care would be the quickest.

[nathang]

Thanks for the reply Ann, it was helpful. I know this sounds a bit crazy, but do you think there's a possible way to get a replacement phone abroad? I'm from England but I'm currently in Spain. Vodafone is in both countries.

[AnnS]

I doubt it, it has to be done in the UK with a replacement UK SIM card.  If it going to be an insurance claim, the insurance company will need the reference number from the Spanish Police.

I can only suggest buying a really cheap phone locally with a Spanish PAYG SIM card, may even work out cheaper than paying the roaming cost.

[nathang]

Ah, so I'm gonna have to look in the store tomorrow. I have lost so many holiday pictures on that memory card, and will probably not be able to meet up with the same people again. Tomorrow I have to call the police to give the IMEI number since I did not have it on me when it was reported.

[Dave]

Hi nathang,

It's never a good time when you lose the phone - I've been there myself before and it's nothing if not stressful. AnnS has provided some great information there to help you.

Did you manage to get the IMEI? If not, let us know, reply to the email I've sent you so we can access your account and get the details for you.

Also, are you still having website issues? The error may have been temporary, but we can look to clear that up if not.

Dave

eForum Team

[nathang]

Hello Dave. In the end I managed to get the IMEI number, however I am still not able to log into my account. I have just replied to your email that you have sent me. I changed the password and was still unable to get in. It's a real shame abou the phone. Not only did I lose a lot of important stuff to me on the card, but a BlackBerry Torch isn't exactly cheap on contract either.

[nathang]

I am still unable to access my online account. I also heard that it is possible that you could track my phone. Is this true?

[nathang]

The IMEI number I was given via mobile phone was wrong. The device it¡s for is a Nokia 6210 slide, I had lost a BlackBerry Torch.