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I've lost my device. What should I do?

If your device has been lost, please call us immediately on

We’ll block your SIM and your device’s IMEI (serial number) to prevent others from using it – so you won’t be liable to pay any charges.

If you’re a Pay monthly or business customer, you’ll be billed for any chargeable activity on your device until you let us know it’s lost.

If you’re a Pay as you go customer you won’t have to pay anything - but someone else may be able to use your remaining credit until we block your SIM.

Make sure you also contact the police within 72 hours of losing your device to get an incident reference number.

It’s one of those things we all dread. If the unthinkable happens and your phone gets lost or stolen, we’re here to get things sorted. Give us a call as soon as you can so we can stop any calls being made on your account. We’ll have you back up and running as soon as possible.

If you have any questions or need help, get in touch with your account manager. If you don't have your account manager's number, give us a call on one of the numbers below.

If you have any questions or need help, get in touch with your account manager. If you don't have your account manager's number, give us a call on one of the numbers below.

My device has been lost or stolen. What should I do?

Call us immediately on

We’ll block your SIM and your device’s IMEI (serial number) to prevent others from using it – so you won’t be liable to pay any charges.

If you’re a Pay monthly or business customer, you’ll be billed for any chargeable activity on your device until you let us know it’s lost or stolen.

If you’re a Pay as you go customer you won’t have to pay anything - but someone else may be able to use your remaining credit until we block your SIM.

Make sure you also contact the police within 72 hours of losing your device to get an incident reference number.

My device has been lost or stolen. What should I do?

Call us immediately on

We’ll block your SIM and your device’s IMEI (serial number) to prevent others from using it – so you won’t be liable to pay any charges.

If you’re a Pay monthly or business customer, you’ll be billed for any chargeable activity on your device until you let us know it’s lost or stolen.

If you’re a Pay as you go customer you won’t have to pay anything - but someone else may be able to use your remaining credit until we block your SIM.

Make sure you also contact the police within 72 hours of losing your device to get an incident reference number.

My device has been lost or stolen. What should I do?

Call us immediately on

We’ll block your SIM and your device’s IMEI (serial number) to prevent others from using it – so you won’t be liable to pay any charges.

If you’re a Pay monthly or business customer, you’ll be billed for any chargeable activity on your device until you let us know it’s lost or stolen.

If you’re a Pay as you go customer you won’t have to pay anything - but someone else may be able to use your remaining credit until we block your SIM.

Make sure you also contact the police within 72 hours of losing your device to get an incident reference number.

Can’t find what you’re looking for?

Don’t worry, you can speak to an adviser or search on our support site to find an answer to your question.

Here’s a few tips to help protect your device and Vodafone account when you’re abroad.

Before you leave the UK:

Remember to set up PINs for your voicemail and phone. You can also set a SIM PIN, which will stop your SIM being used in a different device.

If your device is lost or stolen, please call us immediately on +44 7836 191 191 (international call charges apply)

We’ll block your SIM and your device’s IMEI (serial number) to prevent others from using it - so you won’t be liable to pay any charges.

Make sure you contact local police within 72 hours of your device being lost or stolen to get an incident reference number.

If you’re a Pay monthly or business customer, you’ll be billed for any chargeable activity on your device until you let us know it’s lost or stolen.

If you’re a Pay as you go customer you won’t have to pay anything - but someone else may be able to use your remaining credit until we block your SIM.

Make sure you’ve got our lost and stolen 24-hour helpline number written down somewhere to take with you.

Once you're abroad:

Here are a few things to remember:

• Treat your device like cash – keep it with you or use a hotel safe if you’re leaving it behind
• If your device is lost or stolen, call us immediately on our 24-hour helpline to stop your phone from being used and from being billed for any chargeable activity - +44 7836 191 191 (international call charges apply)
• Some insurance policies require you to get in touch with the insurance company about a lost or stolen device within a certain time limit – so please check your policy terms and conditions
• Don’t forget to report the incident to local police within 72 hours, and make a note of the incident reference number

Vodafone Customer Complaints Code of Practice

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

How to get in touch

If you're not happy with our service and would like to complain, you contact us via:

Visit us in store: http://www.vodafone.co.uk/find-a-store/index.htm

How we handle your complaint

The customer service adviser will try to resolve it all the first time you contact us, and will involve their team manager if necessary. If that’s not successful, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints.

We’ll do everything we can to get it all resolved within 5 working days. If it takes longer, we’ll give you updates at least once a week.

If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.

You can find out more on their website at http://www.ombudsman-services.org/contact-us-communications.html, or call them on 0330 440 1614 or fax them on 0330 440 1615.

Alternatively you can write to:

Ombudsman Services Communications
PO Box 730
Warrington WA4 6HL

You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is resolved, malicious or outside their remit.

Alternative formats

If you need to receive this document in a different format, such as in large print or Braille, you can call 33222 from your Vodafone mobile or 03333 043 222 from a landline.

Vodafone Customer Complaints Code

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

If you're not happy with our service and would like to complain, call 191 from a Vodafone mobile (25p for the call) or use Live chat. If you’re calling from abroad, or from a different phone in the UK, see the numbers at the bottom of this page.

The customer service adviser will try to resolve it all the first time you contact us, and will involve their team manager if necessary. If that’s not successful, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints.

We’ll do everything we can to get it all resolved within a week. If it takes longer, we’ll give you updates at least once a week.

If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.

You can find out more on their website, or call them on 0330 440 1614 or fax them on 01925 430 049.

Alternatively you can write to:
Ombudsman Services Communications
PO Box 730
Warrington WA4 6HL

You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.

If you need to receive this document in a different format, such as in large print or Braille, you can call 33222 from your Vodafone mobile or 03333 043 222 from a landline.

Vodafone Customer Complaints Code

This code sets out how to make a complaint and your rights to refer a dispute to an independent ombudsman.

If you're not happy with our service and would like to complain, call 191 free from a Vodafone mobile or use Live chat. If you’re calling from abroad, or from a different phone in the UK, see the numbers at the bottom of this page.

The customer service adviser will try to resolve it all the first time you contact us, and will involve their team manager if necessary. If that’s not successful, they’ll pass the issue to our Customer Relations team to own. They are specialists in resolving complaints.

We’ll do everything we can to get it all resolved within a week. If it takes longer, we’ll give you updates at least once a week.

If after eight weeks we still can't resolve the complaint you can refer the issue to the independent Alternative Dispute Resolution service provided by Ombudsman Services Communications. Provided your complaint is in their remit, they will investigate your complaint free of charge.

You can find out more on their website, or call them on 0330 440 1614 or fax them on 01925 430 049.

Alternatively you can write to:
Ombudsman Services Communications
PO Box 730
Warrington WA4 6HL

You can request that your complaint goes to Ombudsman Services Communications before eight weeks, though we have the right to insist that our process is followed if we're taking steps to resolve your complaint and expect it to be resolved in a timely manner. Referral to Ombudsman Services Communications can be refused if the complaint is malicious or outside their remit.

If you need to receive this document in a different format, such as in large print or Braille, you can call 33222 from your Vodafone mobile or 03333 043 222 from a landline.

You’re thinking of leaving? We’ll miss you.

Of course we don’t want you to go. But here’s everything you need to make cancelling your connection as easy as possible.

How to cancel your Pay monthly agreement

Just to let you know

• If you’re not at the end of your agreement yet (you can find out here), you’ll need to pay an early exit fee.
• Your agreement will end 30 days from when you tell us you want it to finish.
• If you’re looking to take your number with you, get in touch with us and we’ll give you a porting authorisation code (PAC).

You’re thinking of leaving? We’ll miss you.

Of course we don’t want you to go. But here’s everything you need to make cancelling your connection as easy as possible.

Do you want to stop using Pay as you go?

It’s easy to stop using your Pay as you go phone. You simply do just that, stop using it and it’ll automatically disconnect after six months. Any remaining credit will be lost, so make sure you use it up first.
Want to take your mobile number with you? No problem, just get in touch and ask us for a porting authorisation code (PAC).

You’re thinking of leaving? We’ll miss you.

Of course we don’t want you to go. But here’s everything you need to make cancelling your connection as easy as possible.

Want to end your business account with us?

Just to let you know

• If you have an account manager, speak to them.
• If you’re not at the end of your agreement yet, you’ll need to pay an early exit fee.
• Your agreement will end 30 days from when you tell us you want it to finish.
• Want to take your mobile number with you? No problem, when you contact us just ask for a porting authorisation code (PAC).

Can’t find what you’re looking for?

Don’t worry, you can speak to an adviser or search on our support site to find an answer to your question.