Phone stolen but can't call up

[Kieran440]

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

[Chris_B]

@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.    

[Kieran440]

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.

[Leanne_T]

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.

[Kieran440]

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.

[Leanne_T]

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.

[Kieran440]

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.

[Leanne_T]

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.

[Kieran440]

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!

[Leanne_T]

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.