Lost or Stolen Mobile Phones
Losing your phone or having it stolen can be a traumatic experience
Should it happen to you, call Customer Services immediately on 0845 412 5000 (charged at local toll rates) or if calling from abroad + 44 79539 66150 (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.
- If you have CPP (Fonesafe) insurance, you should contact T-Mobile on 0845 1202097 within 48hrs of the theft or loss. You must make a claim within 48 hours of loss/theft even if you do not have a crime reference number.
*Note: A crime reference number is required for theft claims only. - 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.
