Lost or stolen phone.
Uh oh. We know it can be stressful to lose your phone or have it stolen.
We're here to help you out and get you back up and running again as soon as possible.
How to protect yourself against theft
The following tips will help you reduce the risk of theft and make the info on your phone more secure:
- Use the lock code or password feature on your phone at all times.
- Keep your phone secure and out of sight when not in use.
- If you have a smartphone, you can use apps for tracking and erasing your phone's data remotely.
- Keep a record about your phone in a safe place (handy info like phone number, make and model, colour and appearance, IMEI and PIN numbers).
Learn more from the Canadian Wireless Telecommunications Association about protecting yourself and your data.
Here's what to do if your phone has been lost or stolen
Once you notice that your phone is gone, here's what you should do immediately:
- If your phone was stolen, report the theft to local police.
- Contact Virgin Mobile:
- If you're on a postpaid monthly plan, give us a call at 1-888-999-23211-888-999-2321.
- If you're on a prepaid plan, then log in to My Account, click on the “Lost and Stolen” link, and make your selection, depending on whether you think your phone is lost or stolen.
If you report that your phone has been lost or stolen we will add it to a national "blacklist" of stolen phones to prevent others from using it.
What happens next:
As soon as you let us know that your phone has been lost or stolen, we can suspend your service. If you report your phone as lost or stolen, and do not notify Virgin Mobile of its return, then the phone may be permanently disabled.
Remember that your agreement continues to apply even after you have reported your phone as lost or stolen. What happens with your monthly charges or account balance depends on whether your services with Virgin Mobile are on a postpaid or prepaid plan:
- If you're on a postpaid monthly plan
You must pay all charges and fees, plus applicable taxes, incurred up until such time as we receive your notice that the phone was lost or stolen; and either your minimum monthly plan charge (if you continue your agreement) or the applicable Early Exit Charge (if you cancel your agreement).
- If you're on a prepaid plan
In order to ensure that your future prepaid funds are not compromised, we will suspend your recurring charges and any automatic “Top-Up” program that you participate in once you notify us that your phone was lost or stolen. However, the active period applicable to your existing prepaid funds continues to run when the phone is lost or stolen. So, you must continue to manually Top-Up your prepaid account within 7 calendar days of the end of the active period applicable to the prepaid funds in your account to maintain your existing prepaid account balance.
You're responsible for any charges (e.g., calls, texts or data) made on your phone between the time that it's lost or stolen and when you get in touch with us to disconnect it! And remember, if you decide not to get a new phone and cancel your services instead, any applicable Early Exit Charge will apply.
Check out your Terms of Service for further details.
National phone Blacklist
In an effort to help our Members against phone theft, we'll stop service for any HSPA/LTE phone that has been registered as lost or stolen on a national “blacklist”. The national blacklist is used by by service providers in Canada to help prevent the usage of lost or stolen phones.
Once a phone is blacklisted, it can’t be used on Virgin Mobile’s network, or the networks of all other service providers in Canada.
What if you find your blacklisted phone?
Give us a call at 1-888-999-23211-888-999-2321 and we’ll make sure your phone is removed from the "blacklist". Your phone should regain access to the Virgin Mobile network within 24 hours. A request to remove your phone from the national "blacklist" will also be made within 24 hours.
We can only remove a phone from the blacklist for you, if you were the person that originally blacklisted it. If your phone was reported lost or stolen and blacklisted by another service provider, you must contact that service provider to be removed from the blacklist. Check the status of your phone.
Got questions? We can help.
What should I do if my phone is lost or stolen while I'm travelling?
If your phone or SIM card is lost or stolen while travelling, you should report it to us immediately to avoid fraud charges.Contact us
How do I replace my lost or stolen phone?
If you lost your phone or SIM card, you can replace it with another phone or SIM card and keep the same mobile number.
First, please notify Virgin Mobile of loss or theft as soon as possible. We’ll make sure your phone or SIM card can't be used by someone else. Plus, you won’t be responsible for unauthorized usage made after you’ve contacted us.
Second, you'll need to replace your phone or SIM card. Head to a Virgin Mobile store and we'll help you out. If you have a Virgin Mobile Smartcare plan, you may be eligible for a new phone under the enhanced warranty.
Already have another phone? You can use it as your replacement phone. If the replacement phone supports a SIM card, you’ll need to get a new Virgin Mobile SIM card.
Will my blacklisted phone work on the Virgin Mobile network?
Any phone that’s already been reported as lost or stolen and placed on the blacklist won’t have access to the Virgin Mobile network. Check the status of your phone.