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.

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