Provider refusing to repair or replace new phone

[john_g]

If you have the phone, can you go to "Settings -> About device" and then tell us what it says for Model number, Android version and, most importantly, Build number.

Also, just to confirm, what country are you in and where, and who from, did you buy the phone? You've already said that you are on the 3 network.

This should allow us to check whether the version of Android installed on your phone is the one that should be on it. If that checks out ok, I'm not sure what this "unauthorised" software could be,