Mobile | Lost or stolen phone

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

Steps

Follow the steps below if you have lost your mobile device or if you believe it has been stolen.

  1. In New Zealand: Dial 0800 800 021 from any phone or 777 from another mobile on our network.
  2. Outside New Zealand: Call us on +64 9 355 2007.
  3. Select the option to speak to a customer service representative.
  4. 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.
  5. 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.
  6. 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 .

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