Stolen Phone - Please Block

[#1]

My phone was just stolen and I can't reach PlusNet after 8pm. I need my phone number and IMEI blocked. How can I do this right away, please?!

[#2]

https://www.citizensadvice.org.uk/consumer/phone-internet-downloads-or-tv/what-to-do-if-your-mobile-...

[#3]

Thanks for your post @hornblack and apologies for the delayed staff response.

I'm really sorry to see you've lost your phone. I'm afraid we can't block the IMEI as we wouldn't have sold the phone, but we can bar outgoing services so your SIM can't be used while we're sending you a new SIM. 

However I hope you've got this sorted now but if you haven't, feel free to private message me the following information.

+Your mobile number

+Your full name

+Your full address

+Are you the account holder?

+Your date of birth

+Last 2 digits of your bank account number

+Last 2 digits of your bank sort code

When private messaging me, please include a link to this thread as our staff private messages go through a centralised system internally so I might not actually personally message you back. Although just a few of us monitor our Community Forums so there’s a good chance I’ll pick it up.

[#4]

Hi Gandalf, A response 12 days later to a stolen phone is indeed delayed! In the meantime, contrary to your statement, your colleague I spoke to on the phone was able to block the IMEI, which I have confirmed. Sadly I was not able to have my calls forwarded for the 11 days it took to get a new SIM from you and I will be looking at other carriers, to avoid this in future. Let this be a warning to anyone truly dependent on their phone for whatever reason, in my case far-reaching work consequences, not to use Plusnet!

[#5]

Thanks for getting back to me @hornblack 

I'm glad you were able to call us and sort this even though we couldn't forward your calls on. 

While we aim to pick things up as quick as we can here, our Community Forums are for the most part, community support. 

For something that you'd want to get to our attention and if you can't call us, you can message us on Facebook or Twitter. Alternatively private message any of the Help Team listed Here as this will put the message into the same queue. 

[#6]

I wrote on Twitter and Facebook that same evening. I have yet to receive a response on Twitter, and Facebook also took a few days to receive a reply. Plusnet is cheap and cheerful, but not useful for any serious usage, sadly. 

[#7]

From what I can see you tweeted us via Twitter on the 16th December and we tweeted you back on the 17th December asking you to private message us your account details so we can help. Regarding Facebook, you messaged us that evening too and we messaged you back the following morning (17th) asking the same.