I've lost my mobile or had it stolen. What do I do?

Don't panic, we'll help you get back up and running as soon as we can.

Please contact us >

First, we'll bar your SIM card. This will make sure that no one can make calls, send texts or use data using your number. Then we'll blacklist your phone so no one can use it.

If your phone has been stolen you need to tell the police and get a crime reference number. You'll need this if you want to put in an insurance claim.

Then order a replacement SIM. You can ask us for one when you report the theft, or do it online any time.

Order a replacement SIM >

Your new SIM will take 1-2 business days to get to you. 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 and we'll unbar it. You'll also need to ask us to un-blacklist your phone.

If you get your phone back and you've already ordered another SIM, you'll need to wait for the new one to arrive and then activate it. Your old SIM won't work anymore. But we can still un-blacklist your phone if you contact us >

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