Lost or stolen mobile?

The Telecommunications industry estimates that about 100,000 mobile phones are lost or stolen each year.

Step 1: Phone the number immediately
If you think your mobile has been stolen or lost you should try the number to see if you can hear the phone ringing.

Step 2: Report the phone missing
If you think your mobile has been stolen  and you would like to make an insurance claim contact your local police station (do not ring the emergency number 000). The police will provide a report number, which you will need to quote to Optus Customer Service on 1300 300 937.

If you think your mobile has been lost, contact Optus Customer Service immediately on 1300 300 937.

Step 3: Call Optus Customer Service on 1300 300 937 to bar the phone.
If your phone has been lost or stolen, you should bar the service, which prevents outgoing calls, outgoing SMS text messages, will deactivate any diversions you have in place, and block any other services such as WAP or GPRS.

It may take 15 minutes to an hour to block your SIM card, however you will not be charged for any calls made after you notify Optus Customer Service on 1300 300 937. If you are not the account holder but need to bar the service you can do so on their behalf. The account holder will need to then contact customer service within 24 hours in order for the bar to remain active.

Step 4: Optus Customer Service blocks the IMEI (International Mobile Equipment Identity) number.
Optus also gives you the option of IMEI blocking which prevents another sim card being used in your handset on the Optus, Telstra or Vodafone network.  Once the IMEI is blocked, it means that if someone does find your handset they will not be able to use it with a Telstra, Optus or Vodafone SIM card.

CDMA services do not have SIM Cards. Instead, they have an ‘ESN’ number, which is a serial number attached to the mobile service. When a CDMA service is barred its ESN is blocked which negates the need for IMEI blocking because a CDMA handset cannot be used when an ESN is blocked.

Customer service are not able to action an IMEI block for a non account holder.

Step 5: Replace the mobile phone
There are different options available to Customers who require a new phone.

  • Insurance - value to the handset that has been lost\stolen contact the customer claims unit in this instance on 1800 501 971
  • Upgrade – If you are out of contract, upgrade to a new phone on a new contract·
  • Buy 2nd Hand Phone – you can buy a 2nd hand phone from a 2nd hand goods store. Thereafter you can purchase a new SIM card for around $39 from an Optus world store, then call Optus Customer Service on 1300 300 937 to register the SIM. Always check the IMEI number through the AMTA website.

What if I find my phone?
If your phone is recovered, call Optus Customer Service on 1300 300 937 to take off the bar and unblock the IMEI, or unblock the ESN for CMDA customers, which takes about 24 hours for all types of services. If you have already been issued a new handset via insurance then your old handset is the property of Optus Insurance and must be returned to them, contact the customer claims unit in this instance on 1800 501 971

Precautions for your new phone
Below are some precautions you should consider to reduce the possibility of unauthorised calls if your phone is lost or stolen:

  • IMEI: the IMEI number is independent of the phone number and is usually written underneath the battery or SIM card on the back of the handset itself. Record and store the IMEI number in a safe place. Most phones are able to tell you their IMEI number when you dial *#06# from the mobile handset.
  • Insurance: insurance is available for all Optus mobile customers. If the phone is lost or stolen you will still be liable for the payments over the life of your contract. Optus Phone Insurance protects your phone from loss or theft.
  • Use a Personal Identification Number (PIN): A PIN number can be programmed to bar entry to the phone or sim card. Follow the instructions in the phone user guide to set the Equipment Lock feature.
  • Keep PIN and IMEI numbers in a safe place.
  • Do not leave the phone unattended in the car.
  • Do not wear the phone on your hip in crowded areas.
  • Do not leave the phone in your pocket where it can easily fall out.

 

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