If your phone is lost or stolen while you're abroad, we’ll:
- block your SIM card. This will make sure that no one can make calls, send texts or use data using your number
- blocklist your phones so that no one can use it
- we can also provide proof of purchase and/or barring for your insurance company, if you need us to. Please ask when reporting it
You should also:
- Report to the local police that your phone has been stolen and obtain a crime reference number. You'll need this to file an insurance claim.
- Order a replacement SIM. You can request one when you call to report the loss, or do so online anytime.
- We can only send this to your home address, not to your address abroad. It'll take 1 to 2 business days to reach you.
- Once your new SIM arrives, activate the SIM.
Your BT mobile number will stay the same.
What to do if you’ve got your phone back
If you've got us to bar your SIM, but haven't yet ordered a replacement:
call us and we'll unbar it
ask us to remove the blocklist your phone
If you get your phone back and you've already ordered another SIM: your old SIM won’t work anymore:
activate the new one when it has arrived.
contact us to remove your phone from the blocklist