contact us

FAQs

When should I report my phone lost, stolen or damaged?

If you have Orange Care, you'll need to let us know within 48 hours of discovering your phone is lost, stolen or damaged. If you don't have Orange Care, you should let us know as soon as possible if you think your phone's been lost or stolen. We'll place a bar on the account so that no-one can make any calls from the handset or use your SIM card. Don't worry though - we can easily remove this if you find the phone again.

What details will you need from me?

When you call, we'll have to gather some information about how your phone got lost, stolen or damaged. If your phone's been stolen, you should report it immediately to the police and obtain a reference number, ideally before you contact us.

What if someone is using my phone to make calls?

When you ring us, we'll make sure that no-one can make calls from your phone or your number from that point forward by placing a block on the account and blacklisting the handset. This is why it's so important to contact us as soon as you find out.

What if someone is using my dongle to access the internet?

When you call, we'll make sure that no-one can access the internet through your modem from that point forward by placing a block on the account and blacklisting the dongle. This is why it's so important to contact us as soon as you find out.