You should contact us as soon as possible via email, by using our online chat facility (You will find the live chat button on our contact page) or by calling our customer support team on 03333 442278, between 9am and 5.30pm, Monday to Friday. If you call from your mobile, you will be charged 1p a minute.
Alternatively, you can bar your SIM online. If you are already signed in to your account, you can simply visit the Bar/unbar your SIM page. If not, visit the Log in page to log in to your account and then visit your 'Network settings' page. Click on the blue 'Bar SIM' button and you will then be able to activate either the 'Lost' or 'Stolen' bar.
When you order we send your default password to your email address. If you need to reset this or have forgotten your password you can go to our homepage, click 'log in' and then click the 'forgotten password' button. This will send a replacement password to your email address.
To change your password:
If you receive nuisance calls and messages, from sales and marketing companies, for example, you may want to take steps to block them.
For Android phones:
For spam text messages follow the same process in your Texting app, but scroll down to "Spam message settings."
You could also register for the Telephone Preference Service (TPS). This is a free service where you can record your preference not to receive unsolicited sales or marketing calls. For more information, visit the TPS home page.
There are also other options available to you regarding both calls and texts. For more information, visit this Ofcom page, this Information Commissioner’s Office page or this Information Commissioner’s Office page.
You can contact us either by email via the Contact us page, by using our online chat facility, or by calling our customer support team on 03333 442278, between 9am and 5.30pm, Monday to Friday. If you call from your mobile, you will be charged 1p a minute. Our call centre staff will be more than happy to help.