What to do if your mobile phone’s lost or stolen
Lost or stolen mobile FAQs
What should I do if I've lost my phone or it's been stolen?
If that happens, get in touch as soon as you can. We'll let you know what you should do and we'll temporarily block your handset so no one else will be able to use it.
Please bear in mind, though, that you'll still need to pay your bill as usual while your phone's missing or blocked.
What should I do if I find my phone after I've reported it missing?
If you tell us you've lost your phone and then find it again, just let us know. You'll still need to pay your bill as usual for the time your phone was missing.
My phone's blacklisted – what should I do?
When we blacklist your phone, we add its details to a UK database called the Central Equipment Identity Register. It means no one can use your phone for calls, texts or data.
We'll blacklist your phone if it's lost or stolen so that no one else can use it without you knowing.
Remember though, your phone's Wi-Fi connection might still be working, which means someone could still be using your apps. So if you've got any banking apps, you should get in touch with your bank as soon as possible.
If you want us to take your phone off the blacklist, just get in touch.
I need proof of my phone being blacklisted for my insurance – how do I get this?
We can provide this for you. Just get in touch with us and we'll be happy to help.
Can I block numbers from calling me?
Unfortunately, we can't block individual numbers. But if you need to change your number for security reasons, we can sort that out for you.
If you've got a valid crime reference number, we can do it free of charge. If you don't have crime reference number, you'll need to pay for us to change it. Take a look at our Mobile Price Guide to see how much it'll be. Or, to find out more, just get in touch with us.
How can I lock my SIM?
Locking your SIM can be a good security measure, just in case the worst happens and your phone ends up in someone else's hands.
To do this, you'll need to go to your phone's settings and find the SIM lock or SIM PIN option. The default PIN for Plusnet SIMs is 1111.
Once here, you can enter your own PIN to ensure only you can access it in the future.
This PIN will be in addition to the one you use to unlock your device, adding an extra layer of security to everything on it.