Rogers to Implement IMEI Blocking

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brinks1123

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According to Rogers, there have been a lot of recent thefts from their corporate stores, 3rd party stores as well as various shipping and logistics points. To prevent future thefts, Rogers is implementing an international equipment registry to block the usage of stolen handset inventory. The system uses your device’s unique IMEI to block the phone and disable it over 40 GSM networks worldwide. This system will probably prevent many device thefts in the long term, but I doubt anyone stealing a BlackBerry knows about IMEI or the new blocking system. It will for sure take the thieves time to figure it out.


What is the EIR?
o The EIR (Equipment Identity Register) is a network-level response to store, logistic, and 3rd Party handset theft. The EIR is operated by a dedicated team within Rogers Communications in Toronto.


How is the customer impacted by the EIR?
o If a customer is in possession of a handset that was reported stolen, regardless of whether or not they are aware, that handset will not work on the Rogers or Fido network, or on the network of over 40 participating carriers world-wide. It is virtually impossible for the EIR to be circumvented.


How does the customer know their handset has been blocked by the EIR?
o The customer’s handset will be unable to connect to the network. Depending on the type of handset, it may display “SOS” or “Emergency Calls Only” onscreen.


How does an in-store representative know that a customer’s handset has been blocked by the EIR?
o If a customer enters the store with their own hardware and wishes to activate a line, the representative must use a demo SIM in the customer’s hardware prior to starting the activation process. If the handset is unable to connect to the network or displays an “SOS” or “Emergency Calls Only” error message, the handset may have been placed on the EIR.


What happens if a handset fails this test, and is suspected of having been placed on the EIR?
o Diplomatic efforts should be made to inquire where the customer purchased their handset, especially if the device appears brand new. Regardless of whether or not the customer is aware, if they purchased it from an unauthorized source such as eBay, Craigslist, HowardForums, etc. and it fails the above test, the device has most likely been reported stolen.


Is there a way to remove a handset from the EIR?
o The only circumstance in which a handset’s IMEI would be removed from the EIR is if the customer has legitimate proof of purchase from an authorized seller of Rogers/Fido products listing the handset’s IMEI and date of purchase.


How would the handset be removed from the EIR?
o Please refer to the Library, Retail Web, or Sales Central for detailed instruction on removal procedures during business hours by the EIR team.


How does a store handle EIR-related escalations?
o EIR related escalations can be fielded by the EIR team between the hours of operation: Monday – Friday 9am – 10pm EST, Weekend and Holidays 10am – 8pm EST
at Rogers: 866-349-0145, Fido : 866-349-2706 FAX 416-935-5978
Email: [email protected]
Escalations should only be initiated if the customer has a valid proof of purchase and all processes have been followed.


What does the customer do now that they have an inoperable handset?
o All efforts should be made to reduce the impact on unsuspecting customers. Customers are free to keep the handset, though it would be inoperable in Canada. They can donate their handsets to Phones for Food, or recycle them. Existing customers should be directed to the Hardware Upgrade Process. Customers who have entered the store to activate their own hardware, but do not have a wireless account with Rogers or Fido, should be treated as new customers and offered applicable in-market promotions.


What happens if I do not have a demo SIM / I have already activated the customer’s account and find out the handset is inoperable?
o Customers who have not left the store and no longer wish to remain customers when informed of the EIR can have their accounts cancelled through DIG as “Activation in Error”. If a customer still wishes to pursue activation, a second line on the BAN should be created, and the customer should purchase new hardware. The rep may then call into ACC/DIG and perform a “Buyer’s Remorse – EIR” cancellation on the original activation, leaving only the new CTN and new hardware active.


What do I tell a customer if their handset was stolen, and they want it on the EIR list?
o Customers who have their phones stolen should contact Rogers to have their SIM card blocked immediately. At this point, the EIR is not able to track and block the IMEI of customers’ handsets but it is an important first step in solving the many issues of theft. Customer inclusion is something we are looking at for a phase two development. We have no further details to announce at this time.

via BlackBerry Cool
 
wow... there goes the option of getting a device from CL or ebay and then using it on Rogers.. that was part of the "safety net" that I had if my device was stolen or lost, or dropped in a glass of wine, or used as a chew toy for by the dog.

Not good news in my opinion !
 
I was just thinking that: A lot of people by via Ebay, Craigslist and other sites, or just one on one with some people to sell their "personal" blackberry, when it's actually a stolen unit. It's a good and bad thing, but still best because it protects consumer's property from been used by someone else, and also stops thieves that steal from Rogers' and it's dealers.
 
this only affects phones that are stolen directly from dealer stores or the chain of distribution itself.
This does NOT affect consumer phones, aka if you lose your phone and report it stolen this wont do anything to you.

This measure of prevention is just because there has been quite a lot of internal fraud/theft as well as robberies at Rogers+ locations.
This has just leaked to the public, again it has NOTHING to do with consumers.

BUT, it does tell you that be REALLY weary when buying a used phone or a brand new phone on auctions sites because IF THE PHONE IS STOLEN DIRECTLY FROM ROGERS, its just a piece of expensive paperweight.

If it is stolen from a consumer, it will work at the EIR is, once again, only for store inventories.

So just make sure, whenever you buy a phone to open it and pop your sim card in. If it registers with the network, then you're good to go

PS: What you quoted is an internal Rogers document that should not have leaked, hence why to answer to your PM i do not think it should be Front Page news. But thats for the mods to decide .
 
Hey, Thanks for the clarification. I wasn't sure how this was going to affect our IMEI - which does bring up a point: Why doesn't Rogers Block IMEI's that are stolen from consumers? It's great Rogers can block a SIM and we can just go in and reprogram a new one, but I wouldn't want some thief to be using my phone!!!!
 
Eventually I am guessing it will come.
What if you lose your phone, report it then find it ?
What do you do then ? Lots of consumers would then blame rogers although they are the ones that lost it and reported it.

I think leaving consumer phones the way they are is the way to go. I know it hurts as I have gotten three phones stolen from me but yeah the thief is usually just gonna go and sell it anyways.
 
When I used to work for a Telus Dealer, someone would come up to the kiosk, report their phone stolen. I would check their account, verify the IMEI on file, and then block it. If a consumer then came back later, or another day, saying they found buried some place, I'd call into Telus and have the IMEI unblocked.
 
I suppose but that is because they are CDMA devices. You cannot control GSM devices the same way you can control CDMA ones.
 
So when you read the orginal posting, it states you can contact the EIR team and have the IMEI removed if a customer can show they legitimately purchased their phone. So wouldn't the same thing process work for Consumers regarding blocking and unblocking?
 
I can see a lot of people who dont know, or do not make sure its working properly, or don't know if its working properly getting ripped off through CL or whereever they get them.

I can also see issues where if you lose it, report it stolen, and your kid was using it to play brickbaker and left it in their dresser, you find it later and call it in.... that they might ask for proof or something. You should be able to talk your way out of that one but....
....looks problematic
 
someone from at&t told me that even if someone steals a phone and then comes to them, their still gonna give them service, because thats where they make their money.. so why should they even care, or try and help the person whos phone got stollen... their just gonna have to buy another one and it might just be from them
 
This does make sense to me - why would a carrier block it since they'll probably come to them to set up service anyways? I'm still pro-blocking though, even though I used to work for Rogers. Yes my store would get an voice and data act, but at the same time, we should be doing something to protect our client's devices. But you can definitely see the reasoning to not block it.
~via smartphone mobile.pinstack.com~
 
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