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 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.

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Samsung E740

Samsung E740

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T-Mobile G2

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Nokia N73

Nokia N73

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Nokia 5800

Nokia 5800

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Most Asked Questions

How do I use text messaging?

What is web'n'walk?

What is a third party or premium service?

How do I update my phone's software?

Can I turn voicemail off?

How do I set up picture messaging?

What is HSDPA?

How do I use text messaging?

From the Text Messages menu on your phone, select ' Write' or ' Create message' and use the keypad to write. Send by entering a mobile number or choosing a name from your phone book. A single message can contain up to 160 characters, but some phones will allow multiple messages of up to 450 characters. Refer to your handset user guide or use our Internactive Online Manuals for more info.

What is web'n'walk?

Web 'n' walk gives you unlimited internet browsing on the move. It makes surfing the web on your mobile simple and provides easy access to your personal email. More on web'n'walk >

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. See more>

How do I update my phone's software?

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

Can I turn voicemail off?

Voicemail is offered as standard to all customers. However, you can cancel any diverts set so that calls won't go to voicemail. Check your phone's user guide or Interactive Online Manual or contact Customer Services by dialling 150 from your phone.

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>

What is HSDPA?

HSDPA makes the 3G network faster so you can download files and surf the internet at higher speeds. It covers all of our 3G network. Your connection will run at HSDPA speeds if you are using the silver data card and you're in a 3G coverage area.