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SIM & Phone Stolen , need help to get a replacement SIM please

Started by: noragustafsson
On: 24/05/2017 | 13:10
Replies: 8
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by: noragustafsson
on: 24/05/2017 | 13:10 edited: 24/05/2017 | 14:02

Hello

My phone got stolen yesterday and I would like to get a new Giffgaff sim card with the same number. I would be grateful if the sim card could be delivered to my home as I am working all week.

Please let me know what I can do.

Thank you

Nora

Message 1 of 9
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by: tuneintestaccount
on: 24/05/2017 | 13:21 edited: 24/05/2017 | 13:24

Hi @noragustafsson,

Firstly, have you reported the SIM as stolen through Giffgaff? There are two ways that we can deal with this:

1) Go to your dashboard as per this link: https://giffgaff.com/profile/details and report your SIM as stolen. With this way, this then blocks your SIM so it cannot be used. You'll then get a SIM delivered from Giffgaff which will re-activate your services etc.
If you go via this route, you'll only be able to use this account via the SIM that Giffgaff sends. You'll probably get the replacement SIM in a few days.

2) You can perform a "SIM swap" - this will probably be quicker but will not protect your SIM from use until the new SIM arrives.
With a SIM swap, you'll be able to get a SIM from anywhere (i.e. a mobile phone repair shop, a local outlet, or from a Giffgaff member) and immediately transfer everything onto the new SIM. To do this, go to the dashboard at https://giffgaff.com/profile/details and click "Replace my SIM" - then follow the instructions once you have your new SIM.

In regards to a SIM swap, if you want to go this option, just send me a PM with your details and I'll get a SIM sent out in the post. It will take 1-2 days to arrive.

Just to let you know: if you go via reporting the SIM as lost through Giffgaff, the only SIM that will re-enable the services on that account is the one that Giffgaff sends out, which will take about 3-5 days to arrive.

Hopefully you'll be able to get your old phone back somehow (though we won't be able to help with that).

Hope this helps!

Get a free giffgaff Sim
Message 3 of 9
by: noragustafsson
on: 24/05/2017 | 13:14

Dear Giffgaff team, 

Is there a customer services number I would call?

Seems like there is no way to reach ou to you guys. Please let me know if there a number I could get, I need help to get a new sim and block my old one as my phone got stolen. 

Please

 

Message 2 of 9
by: tuneintestaccount
on: 24/05/2017 | 13:21 edited: 24/05/2017 | 13:24

Hi @noragustafsson,

Firstly, have you reported the SIM as stolen through Giffgaff? There are two ways that we can deal with this:

1) Go to your dashboard as per this link: https://giffgaff.com/profile/details and report your SIM as stolen. With this way, this then blocks your SIM so it cannot be used. You'll then get a SIM delivered from Giffgaff which will re-activate your services etc.
If you go via this route, you'll only be able to use this account via the SIM that Giffgaff sends. You'll probably get the replacement SIM in a few days.

2) You can perform a "SIM swap" - this will probably be quicker but will not protect your SIM from use until the new SIM arrives.
With a SIM swap, you'll be able to get a SIM from anywhere (i.e. a mobile phone repair shop, a local outlet, or from a Giffgaff member) and immediately transfer everything onto the new SIM. To do this, go to the dashboard at https://giffgaff.com/profile/details and click "Replace my SIM" - then follow the instructions once you have your new SIM.

In regards to a SIM swap, if you want to go this option, just send me a PM with your details and I'll get a SIM sent out in the post. It will take 1-2 days to arrive.

Just to let you know: if you go via reporting the SIM as lost through Giffgaff, the only SIM that will re-enable the services on that account is the one that Giffgaff sends out, which will take about 3-5 days to arrive.

Hopefully you'll be able to get your old phone back somehow (though we won't be able to help with that).

Hope this helps!

Get a free giffgaff Sim
Message 3 of 9
by: navvy
on: 24/05/2017 | 13:29

Hi @noragustafsson

Where are you?  What is the first half of your postcode?  There might be a member near you who has a spare SIM that they can give you.  This will only work for a SIM Swap on your account if you have NOT reported your SIM as lost/stolen.

 

Message 4 of 9
by: tuneintestaccount
on: 24/05/2017 | 13:32
Thanks for the advice there @navvy - though they also stated that they would be at work so they would either need a hald delivery to their home address or a posted one to their home address? So long as they go through the SIM swap method and not the lost/stolen method (I wrote both methods in my post so they can pick which one they want).
Get a free giffgaff Sim
Message 5 of 9
by: navvy
on: 24/05/2017 | 13:56

@noragustafsson  @tuneintestaccount

Nobody on this forum can see the private address (home or work) of a member unless it is posted publicly on a thread like this.  Therefore we can't help until an approximate address is given to us.

 

If the lost/stolen link is used https://giffgaff.com/support/lost then the SIM will be blocked immediately, and a SIM might be posted out first class by 14:00 but more likely it'll take an extra day.

 

Message 6 of 9
by: paul_d_
community giff-staffer

on: 24/05/2017 | 14:11

Hi @noragustafsson

 

I've merged your posts from a variety of loacations into this one thread so that members can assist you further with your enquiry.

 

If you have lost you phone & SIM the best course of action to take would be to report both your phone and SIM as lost or stolen as advised by @navvy , that process allows us to bar your phone & send you a replacement SIM card by 1st class post to the address listed within your account here.

 

Hope this helps.

 

Paul

giffgaff educator

giffgaff Educator

Message 7 of 9
by: tubs75
on: 24/05/2017 | 14:54

I could send one in post 1st class if you pass on your address 

Message 8 of 9
Highlighted
by: flower_power13
on: 24/05/2017 | 20:59
You should report your lost phone / sim to giffgaff as soon as possible, you can use the link below
http://giffgaff.com/support/lost
you will be given the choice to either "Bar SIM only" or "Bar SIM and Handset" so please ensure you only click on the "Right Option".
when you have reported the sim stolen/lost an agents will be able to pause any goodybag you currently have active until you receive the replacement Sim,
The replacement sim which will have your remaining credit/goodybag balance and more importantly, your existing giffgaff mobile number
when your new sim arrives you will need to contact an agent to get the replacement Sim unblocked.
https://giffgaff.com/support/ask
activation can take upto 24 hours
Message 9 of 9