This article contains steps on what you can do if your mobile device has been lost or stolen.
Before you begin
If you believe that your phone, or mobile data device is stolen or even missing, please contact us immediately
Call details and usage information on stolen handsets
Our policy, in line with privacy laws in New Zealand, mean that we cannot release any usage information to you on a connection reported as stolen or lost.
Only the NZ Police can request this information.
Keeping your existing phone number
You can transfer your existing mobile number to a new SIM provided that:
- You have authority and can ID on the account.
- Have a correct blank replacement SIM.
This is available for both Pay Monthly and Prepay connections.
Prepay.
If you are on Prepay and have bought a new connection pack, we cannot change the number to your old number, or any other number.
Simply ask in one of our stores so that you get the right SIM pack for your number, or get an eSIM if that suits you.
Tips to help find your phone
- iPhone - If you have lost your iPhone and have registered it with Apple, try using their Find My iPhone App to find it and protect your data. How to find your lost iPhone
- Android. If you have lost an Android phone, have a look in the Google Play Store, where there are many apps able to help, including Google's own Find My Device app. How to find your lost Android phone
Steps
- In New Zealand: Dial 0800 800 021 from any phone or 777 from another mobile on our network.
- Outside New Zealand: Call us on +64 9 355 2007.
- Select the option to speak to a customer service representative.
- We will immediately bar the connection to prevent any further unauthorised use, and can also prevent the connection from receiving any of your incoming calls.
- Decide if you need to get connected again immediately by having us transfer your number onto a new SIM card
. After this is done, your old SIM becomes completely inactive. Keep this in mind if your recover your phone.
- Please visit one of our retail stores to transfer your number to a new SIM card.
- Got PhoneInsure? Follow these steps on how to make a claim
.
Support
Need to check voicemail if a phone is lost or stolen? Please read Checking your voicemail from another phone .