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What to do if my phone has been lost or stolen

How to report lost or stolen virgin mobile

Have you lost your virgin mobile phone?

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, SIM Only or Pay As You Go 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. 

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

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.

Fill out a form

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. The form can be found here.

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

To find your lost iPhone, log in to your iCloud account.  

Alternatively, if you’ve got the Find My app on your device, open it on another Apple device and you will be able to locate it there. If it doesn’t appear there, it means when you lost your iPhone the app wasn’t turned on. 

Another way is to make your iPhone Marked as lost, with remotely locks your phone with a passcode, which means your files and data is secured. Find out more information on how to Mark as Lost on Apple’s official support page.

Good news - if you’ve added a Google account to your Android phone Find My Device is already turned on.

To find your lost Android phone, sign in to your Google Account at

Then click on the lost phone icon at the top of the screen.

Note: you need to sign in to the Google account that your phone is signed in to.

Then, on the map, you'll be able to see where the phone is. Remember that this is an approximate location.


Then you’ll be able to lock or erase the phone remotely. 

More information can be found on Google’s official lost phone page

To be able to find your Windows phone, Find my Device must be turned on the device that you’ve lost. 

You’ll then need to sign into your Microsoft account on another device to be able to locate the Windows phone.

Important: You must be an administrator on the device you’re trying to locate the phone with, otherwise the search might fail.

Visit and sign in. 

Select the Find My Device tab.

You should be able to see your Windows phone listed there, select it, and it’ll generate a approximate geographical location of where it is.

How to replace a Virgin Mobile SIM card

Have you lost your virgin mobile sim card? No worries, this can be easily fixed. 

  • Locate your SIM card tray
  • Remove your existing SIM card
  • Replace your SIM card with the new one

First, Select your handset make and model from the main menu.
Then, select Getting Started from the list.


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.