Issue Description

Customers may contact Digital Service Support requesting the IMEI number associated with one or more vehicles.

The IMEI identifies the device using the SIM on the mobile network. Customers may require this information, for example, when monitoring their vehicles privately using third-party solutions.

IMEI and IMSI are not the same. If an IMSI is found during the investigation, it should not be provided as a substitute when the customer has specifically requested the IMEI.

Scania uses different network providers for vehicle connectivity, including Telenor, VIVO, and others. The possibility for Technical Support (TS) to retrieve the IMEI depends on the network provider and the portal access available.

Resolution / Workaround

Always check whether TS can retrieve the requested IMEI first.

Personnel with access to the Telenor portal can retrieve the detected IMEI for vehicles using a Telenor SIM, when the information is available.

If the SIM belongs to another network provider for which TS does not have the required access, the IMEI must be requested from Technical Operations.

Do not automatically redirect all IMEI requests to Technical Operations. TS should first determine whether the information can be retrieved using the available provider access.

Step-by-Step Instructions (troubleshooting)

1. Obtain the vehicle registration number and chassis/VIN from the requester.
2. Confirm that the customer is requesting the IMEI and not another SIM/device identifier such as the IMSI.
3. Check whether the IMEI can be retrieved by TS using the available network provider access.
4. For vehicles using Telenor, personnel with access to the Telenor portal should check for the Detected IMEI.
5. If the Detected IMEI is available, provide the requested IMEI information.
6. If TS cannot access the relevant provider or the IMEI cannot be retrieved, contact Technical Operations.

7. Keep the support case/chat on hold while waiting for the requested information if necessary.

    

Escalation

If TS cannot retrieve the IMEI using the available provider access, escalate the request to Technical Operations.

Joakim Rönström is a known contact for these requests. If Joakim is unavailable, use Reflex to identify other members of his team who can assist with retrieving the information.

The important distinction is that Joakim is not the only person who can provide an IMEI. TS personnel with the appropriate provider portal access can also retrieve the information directly.

User cases/related to ticket no

Ticket: Conversation with LUCAS FLEITAS – #35251

Example request covered three vehicles where the customer requested the IMEI and supplied registration numbers and chassis/VINs.

Macro/Suggested answer

When the IMEI cannot be provided immediately:

“Hello,

Thank you for contacting us and for providing the vehicle details. 

We will investigate the IMEI information for the specified vehicle(s) and get back to you with the available details.”

If the requested information cannot be retrieved by TS, follow the escalation process to Technical Operations before updating the customer.