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Lost or stolen phone

  • I want to report my phone lost/stolen

    You'll need the following information handy so that you can pass security:

    - The answer to your security question. This is the password you use to contact us. If you're not sure what it is, just log in and you'll find it in your personal information.

    - If you're a Pay Monthly customer, you'll need the date of your last bill, the amount it was and the tariff you're on at the moment.

    - If you're a Pay & Go customer, you'll need two numbers you call or text a lot and the amount of credit on your phone.

    We'll then bar your SIM and handset to make sure that no-one can use them. We'll also send you a free sim to your home address. This will have your number on. To call us click one of the links below:

    Pay Monthly

    Pay & Go


    Our teams are available 24 hours a day to help you with your lost phone.

    We'll then bar your sim and handset to make sure that no-one can use them. We'll also send you a free sim to your home address. This will have your number on.

  • I've lost my phone and I want to call you

    If you've lost your phone and want to call us, you’ll find the numbers below:

    Pay Monthly

    Pay & Go


    Our teams are available 24 hours a day to help you with your lost phone.

    We'll then bar your SIM and handset to make sure that no-one can use them. We'll also send you a free SIM to your home address. This will have your number on.

  • What is a crime reference number?

    When your phone has been stolen, you should always report this to the police. The police will then give you a Crime Reference Number. You will need this to make a claim with your insurance (with O2 or through any other insurer). If you don't have this number, you won't be able to make a claim.

  • How can I make a phone insurance claim?

    Once you've let us know that you've lost your phone, you'll need to make a claim to get a replacement handset.

    To make a claim, you must contact us within 48 hours of your phone going missing (or within 14 days if it has been damaged). You'll need to let the police know someone has stolen your phone so that you can get a Crime Reference number. You'll need this to make a claim.

    If you've lost your phone, please try and get a loss reference number from either the police or relevant authority (e.g Transport for London). If you can't get one, just make a note of the police stations where you reported your phone lost, as well as the name and badge number of the officer you spoke to.

    Once we have registered your claim and you have provided all the details needed, you'll be transferred to O2 Insure who will process your claim. Please remember, your bills need to be paid up-to-date, otherwise your O2 Insure policy will lapse and you won't be able to make a claim.
  • What is the insurance excess fee?

    An excess fee is the contribution you make towards each successful claim.

    For more details, click here.
  • What if I've lost my phone and I don't have insurance?

    Once you've let us know that you've lost your phone you'll need to get a new replacement handset. Don't worry if you don't have insurance.

    Most home insurance companies may let you claim for one through them. However this may affect your No Claims Bonus and you'll have to pay the excess.

    If you don't want to claim that way, here are some things we can do for you.

    Pay Monthly

    You might be due an upgrade. To find out whether you're eligible, you can use our via MyO2 or by contacting Customer Services. If you're eligible, you'll be able to do everything online.

    If you'd like to speak to us, here's the number.

    You can also upgrade in your local store. Use our online store finder to find your nearest one.

    Finally you could buy a Pay & Go handset and put your SIM card in here. All of our latest Pay & Go handsets are in our online shop.

    Pay & Go

    If you've registered for O2 Rewards, you may be able to use those rewards to to get money off your handset. For more information visit the Rewards website.

  • What if I've now found my lost phone?

    If you reported your mobile lost/stolen to us we will have added a restriction to the service.

    In order for the restriction to be removed, please Contact Us. You'll be asked to confirm any security information given at the time of the restriction being added.

    If you have an O2 phone insurance policy and made a successful claim for the lost/stolen mobile then you will need to notify our insurance department.

    You can do this by either dialling the 0870 number you were given when you originally made your claim, or by contacting Customer Services. The relevant contact number can be found on the Contact Us page.
  • How do I buy O2 insurance?

    Buying O2 Insure is easy, as long as you do it within 28 days of buying an O2 mobile or laptop (inclusive of free upgrades).

    Pay Monthly customers you can buy O2 Insure either in-store or by calling us

    Pay & Go customers you can only buy O2 Insure in one of our stores. You'll need a valid proof of purchase. Use our store locator to find your nearest store.

  • How do I activate my replacement SIM?

    Pay & Go

    Your replacement SIM should be ready for you to use straight away. However if you’re having some problems, get in touch by completing this online form and we'll look into it for you.

    Pay Monthly

    If we’ve sent you a replacement SIM card you will need to activate this either by calling Customer Service or completing this online form.

    When completing the form, please include the SIM Serial Number of the new SIM card. It can be found on the back of the SIM and begins with 89441100.
  • What if I’ve not received my replacement SIM card?

    We'll have sent you a replacement SIM card as soon as you reported your phone going missing. It should be with you in 3-5 working days of you letting us know you lost your phone.

    If you've still not received the SIM card please let us know you need another.

    You can also visit your nearest O2 store and get a replacement SIM card. You can find your nearest store using our store locator.

    Please note:  If you decide to go to an O2 store, you'll need to take photo ID with you.
  • Can I back-up my phone book data incase my mobile is lost or stolen?

    It's bad enough if you lose your phone or it gets stolen but it's even worse if that means that you lose all the contacts from your phone book too. But, you can stop this happening by using the 'Contacts' service on Bluebook to back them up.

    To get started, go to o2.co.uk/bluebook and sign in.

    If you're not already registered on o2.co.uk, simply click 'Sign up and join Bluebook' and we'll walk you through the registration process and set up your Bluebook account.

    Once you've signed in, click on the 'Contacts' tab and follow the instructions.

    If you lose your phone and you haven't backed up your phone book, you won't be able to get them back so it's worth spending a couple of minutes now just in case.


  • What's the PUK code for my mobile?

    To determine if you need a PUK code (Personal Unblocking Key) to unblock your mobile please click here. You will find a list of common error messages that your mobile could possibly display to either indicate a need for a PUK code or a replacement SIM card.

    If you find that you do a need a PUK code, you can then enter your number at the bottom of the page to retrieve this.

    If you have incorrectly entered your PUK ten times your SIM may be permanently blocked and we may need to replace this for you. If that's the case, please Contact Us.

  • What's the PIN code for my mobile?

    The PIN code (Personal Identification Number) can be enabled to prevent unauthorised access to your O2 mobile SIM.

    When enabled, your PIN code is requested when you switch your mobile on or when you insert your SIM into another compatible mobile. You have three attempts to enter the PIN code into your mobile correctly before the mobile requests a PUK code.

    The default PIN at point of manufacturer for your O2 mobile SIM is 0000.

    To learn more about the PIN code on your mobile, you can view your user guide online by typing in 'user guide' into our search facility.

    If you are unsure of your default PIN or it is not being recognised then please click Contact Us and provide a brief description of your query.