Lost or Stolen O2 Device? How to Report it

[MI5]

If you have lost or had stolen your O2 device you need to report it to O2 immediately.

Firstly it’s worth checking the “find my phone” options.

• Apple: Find My iPhone
• Android: Make sure your device can be found
• Windows: How to find a lost Windows device

If no luck with those options the loss must be reported to O2 within 24 hours. That way, the customer can only be held liable for any charges up to the point of reporting or a maximum liability of £100.

There are various ways to do this and the links are provided below. Just remember to have your account details handy. Here the info required when contacting O2 to report a loss:

• Mobile number –
• If you want to make an insurance claim, O2 will need a few more bits of information around the incident (explained under the help page). It’s always good to confirm the Handset make and model
• IMEI isn’t necessary, but helpful if you have it available.

Calling 

(Remember to stay on the line right through to the end of the recorded announcements and options)

The Voice option is only available during normal customer service opening times.

Lost or stolen device
If your device has been lost or stolen. If you're a 360 customer you can now restrict your account/SIM within My O2. This can be done following the below steps ↘️

Login via email OTAC confirmation ➡️ My O2 ➡️ Bars and Diverts.

For Legacy customers and/or to restrict your device you'll need to contact customer services on the numbers mentioned below. You can also contact us via Webchat to get restrictions added.

We can block your device, and send you a new sim with your existing number. If your device has been stolen, you need to let us and the police know within 24 hours. If it's been lost, just let us know within 24 hours. We'll then cap your liability for calls and data to £100, in case there is any unauthorised use of your device.

• If you're a Pay Monthly customer, call us on: 202, 0344 809 0202, or +44 344 809 0202 if you're abroad.
• If you're a Pay As You Go customer you'll need to call: 0344 809 0222 or +44 344 809 0222 if you're abroad.

NOTE: If you have phone insurance, we'll also help you make a claim and replace your mobile.

Live Chat

Opening times for the Chat channel – 07:00 till 23:00 every day (UK time)

If you wonder what option the do you need to choose from the live chat, choose “Need Help with my O2 Account”

You can also find more help and advice ➡️  Lost or stolen device | Help & Support | O2

[Cleoriff]

Excellent guide @MI5 Every option shown. Great.

[MI5]

Yep, needed doing.

[jonsie]

Maybe just add that when calling to stay on the phone till the end of the IVR. Despite requests it is still the last option.

[MI5]

Good point @jonsie

[Cleoriff]

Also the weblink needs checking. It states O2 Online Help: Report your handset lost or stolen. Not sure if that would cover sims. For obvious reasons I haven't worked through to the additional information section..

[MI5]

Handset only I presume as that is what it states.

[Cleoriff]

Thats my point. Many people come here who have lost their sim card (not the phone). Currently we give them the same info as if they have had their device lost/stolen. http://www.o2.co.uk/help/phones-sims-and-devices/lost-or-stolen-device.

All I am trying to say is the web form route probably wont be applicable if clients have just lost a sim...

[MI5]

That's correct. Probably best to call in that case rather than use the device/handset form.

[Anonymous]

Thanks x

[MI5]

Happy to help

[lUCAC]

Hi,

the advice is great.

however, once i have used web report, I didn't' receive any feedback from O2.

I have sorted it out today (after 8 days) through OS chat because there was no record of my report.

L..

[Cleoriff]

Hi @lUCAC Pleased it got sorted.... though rather concerned that you had no response from the webform section Or even a record of it being submitted. https://www.o2.co.uk/apps/help/help?qid=1&q1=2&route=lost_stolen&case=Lost/Stolen%20Form

Maybe @MercedesS @Martin-O2 or @Marjo could investigate this for you. All options contained within the guide should work for everyone.

[lUCAC]

Hi
the guides work. there is the correspondence between the guides and the tasks that can be done.
the issue is in the internal process/procedures.

[Cleoriff]

---

@lUCAC wrote:
Hi
the guides work. there is the correspondence between the guides and the tasks that can be done.
the issue is in the internal process/procedures.

---

Yes I gather that @lUCAC. I am simply referring to the fact that you had no response by using that method of reporting a lost/stolen device. (and no one had a record of it) Obviously some breakdown in communication  between O2's processes. That needs to be checked out. Thanks for reporting your experience.

[MercedesS]

wow thank you, guys! Great job!

Let us help you here and see if we can help you raise your concerns.

And thanks @lUCAC for sharing your experience. Maybe now we can help other better 

[AnamariaF]

Hello
I've sent an emai to O2 claim with the form completed but I haven't receive any answer. How long does it take until I receive a answer from them?

[MI5]

Probably best to call and chase them up @AnamariaF http://www.o2.co.uk/contactus

[tony-r]

Thanks, I appreciate the response and the phone numbers on the site to report my phone being stolen would be extremely useful if someone hadn't stolen my phone.

I tracked my iPhone but – surprise! – it was turned off.

I clicked on the link to Live Chat and watched a little wheel going round for ages with no response, until I got the message "This site can’t be reached
chat.o2.co.uk took too long to respond."

I have no phone. I do have access to the internet via my home computer. I don't understand why I can't communicate via chat/email.

* I did email the complaints department, and they're going to call me back. On the phone that's been stolen.

[MI5]

@tony-r 

As you have internet access on a PC, you can use Skype to call 0800 numbers free.

Those numbers can be found here Guide: Coronavirus Community Help and Support 

[Cleoriff]

@tony-r 

I actually answered your query last night here

https://community.o2.co.uk/t5/Apple/Lost-phone/m-p/1480471#M167782 

[musti1]

ı only lost the sim card not the device..

[Cleoriff]

@musti1 

It doesn't matter. Someone could pick up that sim card and USE it in another phone,  adding great cost to your account. Please do as I said on your other thread and REPORT IT LOST. It has to be done in 24hrs otherwise O2 will charge you for any activity on that sim!

[Dallastexas1]

I have no phone to call to report and there is no option to reporting it on line

[MI5]

If you message O2 on Facebook (https://o2uk.co/O2CFB) , Twitter (https://o2uk.co/O2CTW) or Instagram (https://o2uk.co/O2CIG) , they should be able to help you with this.

[pgn]

Whilst O2 block the reported phone (so nobody can use it on any network) and/or the SIM (so no more calls can be made using that SIM, and cellular data use is prevented), nothing in there talks to the device being wiped so nobody can get at your data stored on the device itself (data, card details, calendar, personal numbers and address-book, etc). Some companies use the Google or Apple enterprise tools to remotely wipe the device, but that presumes the device is accessible via wifi/internet, and appears on the network somehow despite the block.

If the phone is tampered with, will multiple failed attempts to access the device ever trigger a wipe of the handset? And any memory card therein? Probably not unless the owner actually used the phone's encryption setting during setup to protect the data, I guess. Interesting discussion points all.

[pgn]

Just an observation - is the "Report a device Stolen" option still manned 24hrs, jointly by CS and then by the Out of Hours teams?  Asking for a friend here.

[AyseOmer]

Thank you, called and will be able to pick up a new sim tomorrow.