It's all too easy to lose your device and unfortunately, they get stolen all the time as well. Here's what you need to do if either happens to you
What do I do if my phone, tablet or SIM is lost or stolen?
Contact us immediately using the details at the bottom of this page with your mobile number and device IMEI if possible (they're included in the information you get with your handset).
We'll then suspend your SIM and blacklist your device so it can't be used to make any calls.
If you can't contact us straight away, log in to your BT Mobile Manager account and apply a Full Bar to your mobile number. This lets you avoid unwanted usage until you can contact us.
It's really important that you contact us immediately because you pay for any calls made from your phone up until the moment it's reported missing.
I have found my device or SIM, can I still use them?
If you've asked us to bar your SIM, but you haven't ordered a replacement, then yes. Just give us a call and we'll unbar it — you'll need to ask us to un-bar your phone as well.
If you get your phone back and you've already ordered another SIM, you'll need to wait for your new one to arrive and then activate it as your old SIM won't work anymore. We can still un-bar your phone when you contact us though.
What information do I need to make a claim with my 3rd party insurance provider?
You should always speak to them directly to confirm what details they need to process a claim.
Ideally, stolen phones should be reported to the police within 24 hours. They'll provide you with a crime reference number which your insurance provider will need for any claim. If you need to provide Proof of Purchase, we can email you one within 24 hours. This confirms the date of purchase and also when we blacklisted your device.
Quickly and easily report your stolen phone to UK police forces via the NMPR and PNC systems.
I need to order a replacement device, what do I do?
Speak to our sales team and they'll be able review your current package to see what your available upgrade options are.
Contact us
If you've lost your phone, tablet or SIM or it's been stolen, contact us immediately