Phone lost or stolen?


Don't panic – you're in safe hands

If your phone's been lost or stolen, the quickest way to report is by using our online reporting form here.

We’ll block your phone straight away to stop anyone else from using it.

If you are unable to get online then just give us a call within 24 hours* of losing or having your phone stolen.

Simply call us on 789 from any Virgin Mobile phone, or 0345 6000 789** from any other phone. If you’re calling from abroad, you can contact our team on +44 7953 967 967 so we can bar any calls from your mobile phone.

If possible, please have your IMEI number handy when you call – it's a 15 digit number that's in the box and welcome pack you received when you first got your phone.

If you have insurance with us, we'll advise you what to do next.

If your phone was stolen we recommend you tell the Police, as a crime reference number may be required to complete your claim.

How can I get a copy of my insurance policy document?

To download a copy of your Asurion insurance policy document please click here

*If your SIM is lost or stolen and you notify the Team within 24 hours, you will be liable for Charges that are not part of your allowance relating to the unauthorised use of the SIM (including call Charges) up to £100 only. If you notify the Team after 24 hours you will be liable for all Charges relating to use of the SIM (including call Charges) up to the time that you notify us that your SIM is lost or stolen, regardless of whether the Charges have been incurred by you or someone else. You will also continue to be liable for the monthly payment (or other periodic charge) relating to your Contract Allowance until the end of the Minimum Term. If you lose the SIM you might be liable to pay a reasonable replacement charge, details of which are set out in our Tariff Table.

**Call costs: For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary. Please note standard charges apply, please check with your network operator for rates.

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