Lost or stolen device
I have lost my mobile phone / had it stolen
During open hours, call our customer services helpline:
- Jersey - +44 (0)7829 700121
- Guernsey - +44 (0)7839 700121
If you are reporting a lost or stolen phone out of hours, please email us with ‘Urgent block for lost mobile’ in the subject line. Include your mobile number, your full name as the account holder and your location.
Barring will be implemented on the device as soon as your call, voice message or email is picked up by an Airtel-Vodafone representative. Once you have reported it lost / stolen, your mobile connection will be temporarily disconnected to prevent unauthorised calls.
If you are in Jersey or Guernsey, you can also report the loss at our Airtel-Vodafone stores.
Getting a replacement SIM card for my spare / new handset
Please visit our Jersey or Guernsey store with your password or photo ID if you need a new pay monthly SIM. For a new Pay-as-you-go SIM, please also visit one of stores, and we will go through some security questions with you to identify your number.
Replacement SIM cards will incur a charge of £5.
What if my mobile phone is found after I have reported it lost / stolen to Airtel-Vodafone?
To reconnect a mobile connection, the registered customer must visit one of our stores.
Click here for store locations.