Clone Phone - How to make a claim


You should call the Customer Services team as soon as possible to help reduce the time you're without a mobile device and if your phone is lost or stolen to avoid any charges resulting from unauthorised use. We encourage you to call within 30 days of the incident.

If your phone is lost or stolen we'll bar and blacklist it to prevent unauthorised use on your account or any UK network.

If your phone has been stolen you also need to report this to the police as soon as possible. We require the police refernce details to process your claim.

When you make a claim you will need:

  • To have a case number from the police if your device has been stolen
  • The IMEI number from your lost device (customer services will be able to assist you if you don't know it)
  • To provide an address for us to deliver your new handset to. iPhones will only be delivered to the account address.
  • The replacement will be from refurbished stock that has been tested and is fully functional.

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

If you have Clone Phone Fully Loaded

The number you need to call varies depending on which EE, Orange or T-Mobile plan you're on:

 

Type of customer

From your Orange, 
T-Mobile or EE phone 

From any other phone

Orange  Plan

Consumer

150

07973 100 150

 

Small business

345

07973 100 345

T-Mobile  Plan

Consumer

150

0845 412 5000

 

Small business

150

0845 212 2222

4GEE Plan

Consumer

150

07953 966 250

 

Small business

150

07953 966 250

Clone Phone - 24-hour phone replacement

Get 24 hour replacement if your claim is accepted before 7.30pm or same day replacement (delivered between 6pm and 10pm, specific slots not available) if your claim is accepted before 11am. Geographical restrictions apply on delivery of all replacements. Same day promise excludes customers living in Northern Ireland, Isle of Lewis, Inverness, Isle of Arran, Orkney Isles, Hebrides, Isles of Scilly, Shetland Isles, Aberdeenshire, Channel Islands, Isle of Man and Isle of Wight and some parts of Ayrshire, Paisley & Perthshire or while you are outside the UK. Excludes bank holidays and exceptional circumstances. The replacement will be from refurbished stock that has been tested and is fully functional.

If you have Orange Care

To make a claim please call Orange on 07973 100 150 or 150 from an Orange phone.

If you have Orange Care and your phone's been lost, stolen or damaged outside of the UK please call us on +44 7973 100 250.

If you have Tablet Care

The number you need to call varies depending on which EE, Orange or T-Mobile plan you're on. Please refer to the table above (under if you have Clone Phone Fully Loaded) for the numbers you need to call.

Phone and Tablet replacement delivery

If your phone or tablet is damaged or develops a fault, we'll send your replacement by courier as we'll need to collect your damaged or faulty device. We'll send your replacement direct to any specified UK address (e.g. some iPhones and tablets are delivered to account address only).

You will be given a choice of three delivery windows: 9am - 1pm, 1pm - 5pm or 6pm - 10pm.

The delivery window can’t be extended or shortened. So, for example, if you have a 9am - 1pm window, you must ensure you are available to accept the delivery at any point during that time. The courier can only wait at the property for a short period of time, please ensure you are ready for the delivery. If the courier can’t deliver the replacement because you're unavailable, a failed delivery charge will be applied to your account.  Once they've left the property, the courier can't return for any reason.

If you're unavailable when the courier tries to deliver, they'll leave a card asking you to contact customer services to rearrange delivery.

Read the full terms and conditions

See what to do if your phone is lost >

See our excess fee charges >

See more about Clone Phone insurance >

See the Clone Phone Fully Loaded pricing >

See the Clone Phone price details >

See all Clone Phone Help >

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