What should I do if my phone is lost or stolen?

Last updated: November 22, 2018

If you’ve lost your mobile device or had it stolen, we can help. Just check below and we’ll get you sorted as soon as we can.

Online tools to find your device and protect your data

If you’ve an Android phone or tablet, or an iPhone or iPad, then Google and Apple offer online tools to allow you to locate your device, lock it from use and wipe the device if it can’t be recovered.

So alongside reporting the lost or theft to us, we recommend using these tools to protect your device and personal data.

In order for these tools to work you may need to have a Google or iCloud account configured on your device.

Other makers of Android devices may have their own version of these tools.

Reporting a lost or stolen device

If you’ve had your device lost or stolen, then we can:

  • Block your existing SIM so it can’t be used to make any calls
  • Blacklist your phone or mobile device so it can’t be used on any UK network, provided we've got your IMEI number. Don’t worry if your phone is recovered we can unblock it again

If you've had your phone stolen, we recommend reporting the theft to the local police to get a crime reference number. Most insurance companies will ask for this when making a claim.

How do I report my device as lost or stolen?

Before you contact us, if possible please have your IMEI number for your device. This is a unique number for your device that allows us to blacklist it.

The quickest way to report a loss or theft of a device is by using our online reporting form here. We’ll let you know by email when we’ve barred your SIM and device.

If can’t get online, then just contact us within 24 hours* of losing your phone or having it stolen.

Simply text us for free on 07533 016 422 ^ between 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday, and one of our team will be happy to help. Alternatively, you can call us on 0345 6000 789 ° from any phone. Lines open 8am-9pm Monday to Friday, 8am-8pm Saturday, 8am-6pm Sunday.

If you’re travelling outside of the UK, you can call our team on  +44 7458 333 789 °°.

Making an insurance claim

If you have insurance with Virgin Media Protect, you can find details about how to make a claim online here.

If you don’t have Virgin Media Protect, but bought your phone or device from us, then we can send you Proof of Usage to support any claim with a third party insurance company. See Requesting Proof of Purchase for a Virgin Mobile handset for more details.

*If your SIM is lost or stolen and you notify the Team within 24 hours, you will be liable for Charges that are not part of your allowance relating to the unauthorised use of the SIM (including call Charges) up to £100 only. If you notify the Team after 24 hours you will be liable for all Charges relating to use of the SIM (including call Charges) up to the time that you notify us that your SIM is lost or stolen, regardless of whether the Charges have been incurred by you or someone else. You will also continue to be liable for the monthly payment (or other periodic charge) relating to your Contract Allowance until the end of the Minimum Term. If you lose the SIM you might be liable to pay a reasonable replacement charge, details of which are set out in our Tariff Table.
^Note the text is only free for Virgin Mobile customers.
°Please note standard charges apply, please check with your network operator for rates.°°Just a reminder that this number may not be accessible on some voice over IP services. If you have any difficulties, try calling again from a mobile or landline phone.

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