topic Re: Phone stolen but can't call up in Archived Posts

Phone stolen but can't call up

Kieran440 — Fri, 13 Nov 2020 20:57:48 GMT

Hi there,

I had my phone stolen a few days ago. Ordered a new SIM but didn't realise I need to also report the phone as stolen so that I can activate the new SIM. However, I don't have any way to call up as I'm phoneless. Is there anyway I can do this via email?

Thanks

Re: Phone stolen but can't call up

Chris_B — Fri, 13 Nov 2020 21:21:59 GMT

@Kieran440 Unfortunately there is no email address you can use and you have to call. If you ordered a new sim you have to request for a replacement SIM card so you can keep your number and because you don’t have your sim the only way you can do this is by calling customer services.

Re: Phone stolen but can't call up

Kieran440 — Fri, 13 Nov 2020 21:33:42 GMT

Thanks Chris, thought as much, very annoying. I do have the replacement SIM now, which is the same number but just need to activate it.

Re: Phone stolen but can't call up

Leanne_T — Sat, 14 Nov 2020 08:01:24 GMT

Hi @Kieran440

Thanks for coming to the community.

Did you order the replacement SIM card by calling our Mobile Care team?

Are you with us on pay as you go or pay monthly?

Thanks 🙂

Leanne.

Re: Phone stolen but can't call up

Kieran440 — Sat, 14 Nov 2020 08:32:03 GMT

Hi @Leanne_T , thanks for the reply

I ordered the replacement SIM online actually, by logging in and requesting a new one. And I'm on pay monthly.

Re: Phone stolen but can't call up

Leanne_T — Sat, 14 Nov 2020 08:34:13 GMT

Thanks @Kieran440

Thanks for coming back to me.

If you place this in an EE or unlocked phone do you have signal showing?

Thanks.

Leanne.

Re: Phone stolen but can't call up

Kieran440 — Sat, 14 Nov 2020 08:42:39 GMT

No problem @Leanne_T

I've placed it in a phone (not sure if it's EE or Unlocked) but it just says No Service, currently.

Re: Phone stolen but can't call up

Leanne_T — Sat, 14 Nov 2020 08:55:23 GMT

Thanks @Kieran440

If you have requested a replacement for a lost or stolen SIM, if you put the new SIM into your device it should activate automatically within 24 hours, but often sooner.

If this has not happened, please get in touch with our Mobile Care team, they will check the SIM for you and get this registered if this is not already.

Let me know how you get on 🙂

Leanne.

Re: Phone stolen but can't call up

Kieran440 — Sat, 14 Nov 2020 08:58:05 GMT

Thanks @Leanne_T

Ah I just requested a replacement sim, I wasn't given the option online to mark it as lost/stolen. So I guess I do need to call up to activate, difficult without a phone to call on but I'll try and sort it soon.

Thanks for your help!

Re: Phone stolen but can't call up

Leanne_T — Sat, 14 Nov 2020 09:00:27 GMT

Hi @Kieran440

If you log into your My EE account online, you may get the option for chat if an agent is available, they can check the SIM for you 🙂

Thanks.

Leanne.

Re: Phone stolen but can't call up

Kieran440 — Sat, 14 Nov 2020 09:02:54 GMT

@Leanne_T ah thanks, I've just tried that and can't see the option once logged in, I guess it's not available for me? That would be ideal if it was though

Re: Phone stolen but can't call up

Leanne_T — Sat, 14 Nov 2020 09:08:22 GMT

Hi @Kieran440

If you have a personal pay monthly account, the option will show when an agent is available, if not you would need to give us a call from another phone.

Thanks 🙂

Leanne.

Re: Phone stolen but can't call up

Kieran440 — Sat, 14 Nov 2020 09:16:38 GMT

Thanks @Leanne_T

What page do I need to wait and see if they're available on? My main account page?

Re: Phone stolen but can't call up

Leanne_T — Sat, 14 Nov 2020 09:20:45 GMT

Hi @Kieran440

Could you try selecting Menu, do you see live chat along the side of the Menu?

Thanks 🙂

Leanne.