What to do if my phone has been lost or stolen

We know how much it sucks when your device is lost or has been stolen. But, if you report it to us, we can ensure your SIM and device get blocked as soon as possible. This will stop anyone who isn't you from using it. If you're a Pay Monthly or SIM Only customer with your details registered we'll send out a replacement SIM card to your registered home address to get you back up and running as soon as possible.

Don’t forget, if you’ve had your phone stolen and you have our insurance, make sure you also report it to the police within 24 hours and keep your crime reference number handy.

How to report lost or stolen Virgin Mobile

Have you lost your Virgin Mobile phone?

There are three ways to report your lost or stolen device to us...

1. Text us
To report a stolen phone or to report lost phone text us for free on 07533 016 422*.

One of our team will be happy to help between 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

2. Fill out a form
Fill out a form and we'll block your SIM and device (if you have provided your IMEI number, which can be found on your phone box or your mobile account) within an hour of receiving the form and we'll confirm by email to let you know once it's done.

3. Call us
Call us on 0345 6000 789** or +44 7458 333 789** if you're abroad. Just so you know, this number may not be available on some WiFi calling services.
One of our team will be happy to help between 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

How to lock a stolen phone

You can block or lock a stolen phone using its IMEI number. To find your IMEI number, simply dial ***#06#** on your device and you’ll see it appear on the screen.

Then, the best thing to do is report your phone at the local police station, giving them your IMEI number.

Your device will then then be put onto a blacklist database of lost or stolen handsets.

How to find a lost phone

The legal stuff

Phones subject to availability. From July 2016, your Pay Monthly Standard Contract & Freestyle Airtime Contract will be adjusted every year on your July bill by the Retail Price Index (RPI) rate of inflation announced in the May before. Included in your tariff (subject to the allowance specified): UK calls to UK landlines (beginning 01, 02, 03) & UK mobile networks. Calls and texts to Jersey, Guernsey and Isle of Man mobiles not included. UK texts and data only. You should expect speeds delivered up to 384kbps (3G), actual speeds experienced may be higher or lower and will vary by device and location. You cannot share your data connection with other devices - known as "Tethering" - or use your phone for peer to peer file sharing. Acceptable use policy applies. Calls to 08 (incl. 0870 and 070) numbers not included in monthly allowance (other than those included in the unlimited 08 tariff) and cost up to 41p and £2.50 a minute respectively in the UK (see our tariffs for details). Pay Monthly service terms apply.

*Text messages are free from a Virgin Mobile phone. Check with your network operator for rates.

**Please note standard charges apply, check with your network operator for rates.

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