Cancellation

[Anonymous]

My 02 phone was stolen an hour ago but there's no contact with 02 by phone (no reply), (no email address on My Account) or live chat (no service at this time). How do I notify the theft before the thief runs up a huge bill? I have cancelled the DD online but it won't actually take effect now till Tuesday because of the Bank Holiday.

M Gordon

[Bambino]

@Anonymous Keep trying the number in the link below. You will get through eventually. Report the theft to the police immediately and get a crime number.

http://www.o2.co.uk/help/phones-and-devices/lost-or-stolen-device#qs

Don't cancel your direct debit. Your contract is still in place. You will be given a new sim card.

[jonsie]

Stay on the phone till the end of the IVR and you will get the option to report the phone lost/stolen. It's a 24 hour service.

A form here in the meantime : Lost & Stolen Form

We have asked many times that the option for stolen phones to be placed at the beginning of the call to customer service but it hasn't been implemented as yet.

[Anonymous]

Don't cancel your direct debit as you will get a black mark on your credit file

[MI5]

Under the latest rules you have to report the loss within 24 hours and you will only be liable for the first £100 of unauthorised calls.
Obviously you need to report this loss asap and also to the Police etc.
However, you are still responsible for calls and paying your contract so cancelling the DD is not a great idea.
If the phone and sim card were PIN protected it won't be possible for anyone to make any calls anyway.

[PhoneChanger]

Cancelling the DD won't stop the person who stole your phone / SIM from running up a bill which you could be liable for anyway. Until you report it lost / stolen you are liable (or up to £100 as per @MI5 post)

Best solution is to ring the police, ring O2, but get O2 to re-instate the DD otherwise you will be left with a black mark on your credit report which could come back to haunt you in the future.