What to do if your mobile phone’s lost or stolen

Lost or stolen mobile FAQs

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.

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.

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.

We can provide this for you. Just get in touch with us and we'll be happy to help.

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.

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.

Cookies on the Plusnet website

We use cookies from Plusnet and our partners so that you get the best experience on our website. They’ll remember your settings, improve social media features and make sure you get personalised offers.

By clicking ‘I Accept’ you accept all cookies, or you can choose which ones you’re happy for us to use. You can change these at any time.

Change your cookie settings

Cookies are small text files that are saved on your computer when you visit some websites. To find out more about the cookies we use, view our cookie policy.

We use them to make our website easier to use. You can remove any cookies already saved on your computer, but this might mean some features won't work as well.

Here's the types of cookies we save. You also can change your settings below:

Essential (They're always needed)

These types of cookies:

  • Help the website display and work correctly
  • Remember what’s in your shopping basket
  • Allow login on the site


These types of cookies:

  • Enable live chat support
  • Remember decisions you made on the site so you don't need to make them again
  • Make your experience on the site more efficient


These types of cookies:

  • Allow you to share on social media
  • Let you comment on blogs
  • To tailor the advertising you see when you visit other websites

Cookies settings successfully updated

You can change these settings at any time on our Cookie policy page. These settings apply to new cookies. If you'd like to remove existing cookies, this can be done in your browser settings.