Rogers blacklisted my brand new iPhone

[amykenn_edy]

I recently upgraded my phone to iPhone 15 plus through the Rogers upfront edge program. I have been using said new phone for over a month with no issues. I was travelling 2 days ago when I lost service. Stopped at a random McDonald’s on the side of the highway to access wifi and connect with Rogers who tells me my phone has been BLACKLISTED. No one can help me or do anything except that it’s been “escalated to the back office to be investigated” and someone will get back to me in 2 business days. This happened on a Friday - and could not have happened at a more inconvenient time. I am travelling solo and have no way to reach my family or be reached in case of emergency. Driving into big cities with no access to my maps etc etc. This is ridiculous - and someone at Rogers screwed this up so why is it so difficult to have it rectified?!

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[57]

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@amykenn_edy wrote: ...Driving into big cities with no access to my maps...

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Just as an FYI, if you use the Google Maps app and download the offline maps for the area(s) you're travelling to while on WiFi, you can use the phone as a GPS just fine.  The only thing missing will be some obscure spots and real time traffic when you're driving. But if you connect to WiFi, say before you leave a hotel or residence, you can do anything like looking for places and seeing the traffic, etc. while connected to the Internet, before you depart.  When driving it'll work fine, but won't have real time traffic.

[Spacecoyote]

Same thing over here!! Best Buy phone on upfront edge. 6 months later the brand new box store phone is blacklisted and rogers doesn't really feel like getting around to helping. They actually sent us on a wild goose chase telling us it first was a Best Buy problem, and then telling us next it was an Apple problem. Both of which are completely untrue. Now they are saying  "It could take a week or more to investigate."  Investigate what? We have a Best Buy receipt and a Rogers contract. We should not be paying for a phone we are unable to use. 

[RogersZia]

Hello @Spacecoyote,

Welcome to the Community!

This is an odd one, we will try our best to get to the bottom of this. Did you by any chance report your phone as lost or stolen in the past? That would explain why an IMEI would be blacklisted. 

Do you know if our customer service tried to remove the device from the blacklist? Based on the info you've shared, it sounds like a case must've been opened on your account, have you heard back from our offline team?

If not, please send us a private message @CommunityHelps so we can assist you further.

RogersZia