Lost or stolen

If your device is lost or stolen, please call us as soon as you can on 0333 800 6666, we can then make sure you avoid charges incurred while your device is missing.

As soon as you give us a call, we’ll protect your account from misuse and help get you back up and running. We offer a liability cap, set at £100, within 24 hours of your handset being reported lost or stolen. If you’re abroad when your device is lost or stolen, you can contact us on +441453 761 500.

If you have insurance, you may want to make a claim. We also advise reporting the theft or loss to the police - they'll give you an incident reference number.

You should also change all of your passwords that allow access to your online accounts. It's advisable to change all passwords you've used on your missing device, and any other accounts that use the same passwords.

This can include but is not limited to:

  • Email accounts
  • Online banking
  • Social media accounts such as Facebook, Twitter accounts etc.
  • eBay, PayPal, Amazon and other online retail accounts where your details are saved/stored

Please be aware that the free short code number 116000 which is a 24 hours Missing Person helpline is currently unavailable to use. We will notify you when it is available again.