Unfortunately it’s likely that there will be a time in your life where your Mobile Phone or Tablet is stolen, or you’ve misplaced it and it can’t be found. When this occurs, there are a few things that you need to do to ensure that your account isn’t used, your device can’t be resold, and you can obtain a replacement device.
Report the theft to the Police and ensure that you get a copy of the Police Report/ Incident Report as you may need this to lodge an Insurance Claim later on.
Call Telstra to arrange a Temporary Suspension of your service. This will ensure that the person who’s obtained your device isn’t able to use your device to make calls, send SMS or MMS or use Network data. This suspension will remain in place until you call us and request the reactivation of the service.
At the same time we are also able to arrange an IMEI block to stop the use of your phone on the Telstra network. Once an IMEI is blocked on a device, all voice calls, SMS and WAP calls will be blocked from and to the device. Note: Due to system limitation GPRS can't be blocked
All mobile device IMEIs blocked by Telstra will be passed to other Australian mobile network carriers for blocking. However, we can't guarantee if and when it will be blocked by the other networks. This inter carrier blocking is facilitated by the Australian Mobile Telecommunications Association (AMTA). The blocking status of a mobile device can be checked on the AMTA Mind Your Mobile website: http://www.mindyourmobile.com/
We can only block the IMEI of a device if we can confirm that it belongs to a Telstra customer and if the request is received by the Legal Lessee of the service, or an Authorised Representative of the Legal Lessee.
Please Note: If an SMS is sent to a service with a blocked IMEI, we can't accept responsibility if it isn't delivered. The SMS will be queued for a maximum of seven days before it's then deleted
You may like to attempt to remotely wipe/lock the device to prevent access to your data/ other accounts. Most modern Mobile devices offer a way to remotely request this.
You should reset any passwords for accounts linked to your device, for example your email service, Facebook account, Cloud Back-up services etc, as if these automatically sign in for you, the person who’s got your phone will be able to access these (when connected to a WiFi network if you’ve arranged the Temporary Suspension & IMEI block) so it’s important to ensure that you do everything you can to remove their access to your personal information and accounts.
Once you’ve determined that you aren’t going to get your device back, it’s time to decide what you are going to do to replace the device (should you need a replacement). There are a number of options available to you.
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