If you lost your handset, it has been stolen, or you want to prevent the handset and/or SIM card from being used for any other reason, please do the following:

Via my.plan

To completely block* a handset or SIM card, go to:

CONTROLS > [MOBILE] > DEVICE SETUP > LOST OR STOLEN

CONTROLS > [MOBILE] > DEVICE SETUP > SERVICE STATUS

Lost or Stolen is a network level control that applies a series of bars to your handset and the service's usage to make service inaccessible. Restrictions are placed against the handset, data, incoming and outgoing calls, SMS and MMS.

Please be aware that Lost or Stolen bars can take up to 24 hours to remove. 

Service Status is similar to Lost or Stolen control but can be applied to connections that have not been lost or stolen – you simply want to restrict the service. Selecting this option applies a series of service restrictions that make it unusable. However, it does not apply the handset (IMEI) bar, which means the handset can be used with a different SIM.

How to access my.plan

To access my.plan, you must be a plan.com customer with active mobile, mbb or hosted voice services. If your services are not connected to one of our networks yet, or have been disconnected, you may not be able to access my.plan. 

In addition, you will need to be a registered my.plan user. Your primary my.plan user will have been set up as part of the contract process. If you are unsure who that is, please contact your plan.com partner or a member of our support team. Primary users can set up additional my.plan users at any time via my.plan and set their permissions. 

Via our customer support team

You can contact our support team seven days a week. Phone lines are open from 7am to 8pm on weekdays and from 8am to 5pm at weekends or bank holidays.

Telephone: +44(0)3300 88 18 18     |    Email: help@plan.com

Calls from plan.com mobiles are free from anywhere in the world.