We’ve all had that horrible feeling. That moment when you realise you’ve been separated from your mobile phone – it’s like having the rug completely pulled from under your feet. And during the busy Christmas period your mobile is at greater risk of theft than at any other time.
Never fear though - the security team at Three are here to advise you on what you should do if your Three phone, tablet or dongle is lost or stolen. We know this can be a really stressful experience – so here’s what to do if it happens to you.
Before you do anything, your first priority should be to make sure you’re ok, and that you’re somewhere safe, especially if your phone’s been stolen. If you’re out at night, get to a well-lit place like a train station or a nearby shop where you can calm down and think clearly.
If a crime has happened, report it to your local police as soon as you can, and get a crime or loss reference number. You’ll need this to make an insurance claim.
Report your loss
Then, report it to us by calling one of these numbers. Our lost and stolen line is open 24 hours a day, 7 days a week.
- Phones: call 333 (free from a Three phone) or 0333 300 3333*
- Mobile Broadband: call 500 (free from a Three phone) or 0333 300 0500*
- Lost or stolen abroad: call +44 7782 333 333 within seven days of returning to the UK or within 30 days of finding out.
*Calls cost 5p per minute from a BT landline, other networks may vary.
We'll freeze your account and block your SIM instantly, so nobody will be able to make calls or run up a high bill. We can also try to sort out a replacement for you, but there might be a cost for this.
Change your details
Lastly, change all your email, online banking and social media passwords, if you used these accounts on your device. It won’t take long, and it’s not worth the risk of losing access to your email, having your profile hijacked or revealing confidential details, if a thief manages to get into your phone.
Another thing we do at Three is blacklisting, which stops thieves being able to use or sell your device. We don’t just block your Three SIM, we also block your phone for use on the Three network within 24 hours, and on all other networks within 48 hours.
This makes your device worthless on the second hand market, so at least you know nobody will be benefitting from your bad luck.
We hope it never happens to you, but now you know exactly what you need to do if your Three phone is lost or stolen. For more help, visit our lost and stolen Support page.