Police took my phone as evidence

[Loz_Koz]

I havent had the pleasure of my phone usage since 080818 and have had to delete my DD for pay monthly tariff.. I tried to get a clone sim but that didnt work out either... Why should I pay for a service that I havent used t all since then as I have had to use a really old Sony Simian P910!! and a different pAYG number?  Eventually I will have my phone returned...

[Ashmatash]

Trying to get one at the moment but it could be months before it’s returned at this point. 

Ill keep you posted on what happens 

[Martin-O2]

Hey @Ashmatash I'll check with the team to confirm what the current process for dealing with these situations is. I'll grab a couple of details from you first via private message. 

[jonsie]

@Martin-O2

It would be good to know how to advise people in this situation without going into specifics about this individual case. When you say that procedures are in place, is this something that can be shared or is it something that is confidential?

[Cleoriff]

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@jonsie wrote:

@Martin-O2

It would be good to know how to advise people in this situation without going into specifics about this individual case. When you say that procedures are in place, is this something that can be shared or is it something that is confidential?

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I agree @jonsie

It would be good to know the process. At the moment we are only giving basic advice.

[Martin-O2]

Hi @jonsie, @Cleoriff when I originally asked about this one I was not given any further detail other then customer services have a process for such situations but I'll find out what I can share publicly and let you guys know for any future incidents of this nature. 

[Cleoriff]

Thanks @Martin-O2 It would be most helpful...

[jonsie]

Thanks @Martin-O2

[Martin-O2]

Hey @Cleoriff, @jonsie I've received a bit more detail around how this process works which you can share for any future threads about similar issues. 

Customer services have a defined process for Police Retained Handsets which will make sure that customers are able to continue to use their account. A new sim or number could be provided however credit for line rental will not be provided. 

The options might vary so affected customers should always contact customer services to find out what their options are.  

[Cleoriff]

Thanks for that info @Martin-O2

[Martin-O2]

No problem at all @Cleoriff!