Stolen phone abroad

[1231]

So my brother is in lockdown in Portugal in his live in vehicle. Has his phone stolen. He needs to check if he has insurance and get new SIM sent. He logs in and gets sent a code...to the stolen phone...so he can't log in. He has never used phone service so doesn't know his phone enquiry password. They won't let me access his account as no password. My brother has limited internet and no access to a phone to get code to use the 02 app Unless he breaks lockdown rules and risks his health. No email to write to and no way of dealing with his account. How can this be? Can anyone give me an email address or a way that my brother or me can access his account...it's a useless contract otherwise and he will wish to cancel it..but how can he do that even? Please help if you can

[Cleoriff]

Hi @1231 

Lost and stolen report via this route. If you call for him, and know his details then they should allow you to report it lost for him.

These are difficult times so some leeway should be allowed.

Guide: Lost or Stolen O2 Device? - How to Report it 

[Bambino]

@1231 If you can get through to the lost/stolen department, and they do allow you to give them your brother's details, be aware that they will not send a new sim to Portugal. They will only send it to the address they have on record.

[jonsie]

Ask him to try this email and let us know what response he gets

The account needs blocking as soon as possible or your brother could be hit with a large bill.

resolutionexpert@o2.com