This article explains what to do if your university mobile or tablet is broken.

iSolutions might be able to repair your device, though there might be cases where the repair must be done by external suppliers through a charge.

If case the repair is chargeable, you will need to provide a subproject cost code. Please make sure you have checked with your line manager in advance and got approval before making your request.

Step 1 - Raise a ticket

If your university-owned device is broken, please request a repair by raising a ticket to ServiceLine.

Reporting a broken laptop

Please ensure you provide the following information in the ticket:

• A description of the damage
• The laptop’s Asset number
• In case you are reporting a physical damage, please attach a photo

Reporting a broken mobile or tablet

Please ensure you provide the following information in the ticket:

• A description of the damage 
• The device model
• The phone number
• If the device uses a Vodafone SIM or is SIM-free
• The IMEI or serial number.

How to find your device’s IMEI or serial number

There are many ways to find the device's IMEI and serial number.

Android and Google Pixel devices

• You can find the IMEI and serial number on the back of your device
• If you cannot find the serial number on the device itself, look online for instructions specific to your model. The manufacturer’s website should tell you exactly where to look.
• The serial number should be included in one or more of the following documents:
  • the registration documentation
  • warranty service receipt
  • email confirmation for the service.
• If you still have the original product box, it usually has the serial number printed on it — often on the same sticker with the bar code.
• Open the device's keypad and enter the following code: *#06#. As a result, you will see the device's IMEI and serial number.

Apple devices

• Find the serial number or IMEI on your iPhone, iPad, or iPod touch - Apple Support (external source)

Step 2 - Arrange an appointment with a technician

Your ticket will be assigned to a technician and they will contact you to arrange an appointment.

During the appointment, the technician will check the device and let you know whether it can be fixed internally or through a University supplier.

Please do not take your device to a repair shop and request they bill the University.

Chargeable repairs

In case the repair is chargeable, you will need to provide a subproject cost code. 

Your line manager is your cost owner and can provide a subproject cost code. Please make sure you have checked your request with them in advance and got their approval.

Step 3 - Follow your ticket

Once agreed on the repair, iSolutions will do its best to have the repair done as soon as possible.

To know more about your ticket, please read the knowledge base article "What happens after raising a ticket or submitting a form". 

Related content

What happens after raising a ticket or submitting a form

Reporting a lost or stolen device

Find your IMEI and other Pixel phone ID numbers - Pixel Phone Help (external source)

Find your Samsung phone or tablet's IMEI, model, or serial number (external source)

Find the serial number or IMEI on your iPhone, iPad, or iPod touch - Apple Support (external source)