What to do if your phone is lost or stolen

1 Call us to get the number suspended to prevent misuse

If you have lost your phone or it has been stolen you should call us straight away on 0808 10 15 247 and on your request we can suspend calls to and from your mobile number to prevent misuse.

The monthly service fee for your contract will still continue however and if you would like the mobile number to be permanently ceased, you must request the number to be ceased in writing or by visiting one of our stores.

2 Report your phone to the police and at Immobilise.com

Telephone the Police to report your stolen or lost phone.

Ideally you should register any property of value including mobile phones, cameras and laptops with www.immobilise.com when you purchase it. Immobilise is a free online database where you can register your property's model and serial number with your name and details so that you have a record of it online. From your online account you can then report any property lost or stolen in the event that it goes missing and make insurance claims easily as you have a full record of your property details in one place.

The Immobilise database is used by police and select companies such as Check mend™ to run checks to see if an item has been reported lost or stolen. If you are buying second-hand goods online such as a mobile phone you can check that it is not stolen by paying a small fee for a Check Mend report by visiting their website. By registering with Immobilise you can help make it more difficult for a thief to resell your property.

3 How to find out if any calls have been made from your phone

Pay monthly customers

If you are pay monthly customer we should be able to confirm if any calls have been made from your phone since it was lost or stolen.

If you would like an itemised print out of the calls that have been made you can request one by calling us on 0808 10 15 247 and a copy can then be sent to your billing address. Unfortunately we cannot provide any further details of calls over the phone.

Pay as you go customers

If you are a pay as you go customer, unfortunately we cannot provide any information about calls made from your mobile phone.

Replacement SIM card

Replacement SIM cards are free of charge and you can keep your old number. Simply visit a Sure store and ask for a replacement.