What should I do if my phone is lost or stolen?

How do I report my device as lost or stolen?

It’s important you report your device as lost or stolen as soon as you know it’s gone.

You can call us 24 hours a day, 7 days a week to report your device as lost or stolen.

Once you've reported your device as lost or stolen: 

  • we can block your device so no-one else can use it on our network, and suspend your account (you can add a password in case you find it later)
  • we can send you another SIM card (charges will apply for delivery) or you can pop into one of our stores to get one for free
  • if you have itemised billing on your account, you can log in to EE where you can view your most recently dialled numbers

Stolen SIM-free mobile handset?

If you have a lost or stolen SIM free handset from EE and need a proof of purchase for insurance or a police report, please use the EE app to view your order details as proof of purchase.

What might it cost if my device is lost or stolen?

If you let us know within 24 hours and somebody else uses your device while it's lost or stolen, you’ll only be responsible for paying a maximum of £100 for any unauthorised usage that’s not part of your allowance. We’ll cover the cost of any charges over £100.

If you do this and still get a bill for over £100, call us on 150 from an EE phone to check you’re eligible for the cap and arrange for the charges to be credited back.

Please be aware: if you don’t tell us within 24 hours of your device being lost or stolen, you’ll be liable to pay any additional charges incurred.

I have insurance and protection for my device

If your phone has been lost or stolen, please give us a call on 07953 966 250 as soon as possible, so we can limit any unauthorised use. We will discuss your option with you based on your coverage. 

> Find out more about the terms and conditions that apply

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