Lost or stolen phones

Losing your phone or having it stolen can be a traumatic experience

 

If it happens to you, call us immediately on 0845 412 5000 (charged at local toll rates) or, if calling from abroad, +44 7953 966150 (international call rates apply), and we'll do what we can to minimise your stress.

  • If you're calling from a pay phone, we can call you back.
  • We can also call a partner/parent on your behalf to explain the situation.
  • We can blacklist your phone so it will be unusable - our network can recognise if a phone has been reported lost or stolen. You can add a password in case you find your phone at a later date.
  • We'll send you a replacement SIM card - a £10.21 charge applies to cover administration costs which will be debited from your balance or added to your next bill.
  • We'll give you your phone's identification number (IMEI), which you should pass on to the police.
  • Report your lost or stolen phone right away. Until you notify T-Mobile you're liable for the cost of any services used on your missing handset.
  • fonesafe should be notified within 48 hours of discovering the incident.
  • We have a phone replacement service and can check your eligibility.
  • By signing up to My T-Mobile, you will be able to search for your most recently dialled mobile numbers to help you reconstruct your phone book.

Answer centre

Top FAQs

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What is a third party or premium service?

Third party or premium services include text chat, ringtones, logos, games, horoscopes, and TV voting. They are usually charged to your phone bill or deducted from your prepay balance.

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How do I update my phone's software?

Keeping your phone's software up to date optimises its performance. Visit our phone support area where you can access software downloads, phone settings, interactive manuals, and much more.

How do I set up picture messaging?

If your mobile has a screen that can show pictures, all you need to do to get set up is send a picture message to a phone or email address. That's it. Keep in mind you won't be able to receive a picture message until you've sent one. More help with picture messaging>