Clone phone-how to claim for a phone replacement

You need to be an account holder to make a claim.


Call the Customer Services team as soon as possible to help reduce the time you're without a mobile device. We encourage you to call within 30 days of the incident.

Don't forget to call EE as soon as you can if your phone is lost or stolen to avoid any charges resulting from unauthorised use. The number you need to call varies depending on which EE, Orange or T-Mobile plan you're on.

You will need to:

  • Have a case number from the police
  • Have the IMEI number from your lost device (customer services will be able to assist you if you don't know it)
  • Provide an address for us to deliver your new handset to

If your claim is successful an excess fee will apply to all accepted claims.

See what to do if your phone is lost >

See our excess fee charges >

See all Clone Phone Help >

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