Have you tried the phone? Does it work? What country is it from? What carrier? What kind of phone is it? Did you buy it through the global shipping program?
Could be that the phone is a repair job that has a different motherboard or the back of the phone was changed. If it is either of these then it is not new as advertised.
I would check out both numbers here: http://www.protectyourdata.ca/check-the-status-of-your-device-in-canada/http://www.protectyourdata.c...
Post back with your results right away. Don't post the imei numbers here on the forum,