Don't panic; we'll help you get back up and running as soon as we can.
- Give us a call on 0800 800 150 from any phone.
- First, we'll bar your SIM card. This will ensure that no one can make calls, send texts, or use data with your number.
- We'll blacklist your phone so no one can use it.
- Order a replacement SIM. You can ask us for one when you call us to say you've lost your phone, or do it online anytime at www.bt.com/replacesim.
If your phone has been stolen, you need to report it to the police and obtain a crime reference number. You'll need this if you want to put in an insurance claim.
Your new SIM will take 1-2 business days to arrive. You'll need to activate it before you can use it.
Activate your replacement SIM.
Your BT mobile number will stay the same.
I've found my phone. Can I just start using it again?
If you've got us to bar your SIM, but haven't yet ordered a replacement, then yes. Just give us a call on 0800 800 150, and we'll unbar it. You'll also need to ask us to un-blacklist your phone.
If you get your phone back and have already ordered another SIM, you'll need to wait for the new one to arrive, then activate it. Your old SIM won't work anymore. But we can still unblock your phone if you contact us.