As part of our commitment to continuously improve your experience, Vodafone customers are able to block their lost or stolen handset from being used on the Vodafone network (voice & text only). This is part of an industry-wide initiative being rolled out to help reduce the problem of mobile phone theft. Once a handset is reported as lost or stolen, its IMEI (International Mobile Equipment Identity) can be blocked, making sure that it is rendered virtually worthless to thieves, because it will not work across all networks.
To help prevent mobile phone theft and misuse, we encourage our customers to take the following precautionary measures, as recommended by AMTA (Australian Mobile Telecommunications Association):
1. Always make sure your phone has a PIN so that no other person can use your SIM/account.
2. Activate SIM security on your phone so other SIM cards cannot be used in the phone.
3. Treat your phone as you would any valuable item. Keep it with you.
4. Record the serial number (IMEI) of the handset in a safe place (enter *#06# on most GSM handsets to receive a 15 digit serial number).
5. Don't leave your phone on display in crowds, in your car or insecure areas. Keep it in a pocket or handbag.
6. If you require an Unlock Code for a network locked not IMEI locked handset please refer to the vodafone.com.au/unlock page.
If your Vodafone mobile is lost or stolen, call Vodafone customer care immediately on 1800 638 638 (within Australia). Outside Australia call +61 414 14 14 14.
The following are answers to some frequently asked questions relating to lost and stolen mobile phones.
Q. What is handset blocking?
A. Currently when a handset is reported as lost or stolen, a Vodafone customer can request Vodafone to immediately bar the SIM card to prevent misuse of the account and to ensure the customer is not liable for any further calls made using the SIM card. Once barred the SIM cannot be used, however the handset may be re-used by inserting a new SIM card.
Effective from 31st December 2002, when a Vodafone customer reports their handset as either lost or stolen, in addition to barring the SIM card the handset may also be blocked from further use across all networks. The user will therefore not be able to make or receive either TXT or Voice Calls, even if a new SIM card has been inserted, with exception of emergency calls to 000 or 112.
How does Vodafone know that the owner of the handset is the person that's requesting the IMEI block?
Prior to blocking a handset Vodafone must perform extensive customer verification procedures to ensure that the correct handset is blocked, and to prevent fraudulent blocking of other people's handsets.
Does IMEI blocking terminate my contract with Vodafone?
Blocking a handset does not terminate the customer's existing contract. Even by barring your SIM and blocking your handset you may continue to be liable for ongoing monthly access fees for the remaining contract period.
What is an IMEI number?
IMEI stands for 'International Mobile Equipment Identity' and is the handset's serial number. The IMEI is 15 digits long and can be found by entering *#06# on most GSM handsets.
Do I need to know my IMEI number?
No, it is not a handset blocking prerequisite to know the IMEI number. If the handset has been used on the Vodafone network, this information will be available to the Customer Care Representatives.
How long will it take to block a reported lost or stolen handset?
Upon notification of mobile phone loss or theft, a customer can request Vodafone to bar the SIM card immediately to make sure the customer isn’t liable for further calls made on the SIM card. If the customer chooses to also have their handset blocked, Vodafone will endeavour to block the handset to the best of its technical ability across all networks within 24 hours.
Can a blocked handset be unblocked if recovered?
Yes. If the reported lost or stolen handset has been recovered the customer will need to contact Vodafone and request the handset be unblocked. The unblock will occur within a maximum of 24 hours. This is subject to customer verification procedures used when the handset was originally blocked. The same person who requested the block must also request for the unblock.
Should I block both my SIM and handset at the same time?
Vodafone can bar the SIM immediately at the customer's request to ensure the customer is not liable for any further calls made on that SIM card. Vodafone recommends that the handset is blocked at the same time. The customer may elect to wait before blocking the handset in the event the phone is found or recovered. If this is the case, due to verification requirements, Vodafone recommends that the customer requests the block to occur within one (1) month of the SIM being barred.
How long do I have to report a lost / stolen handset and request a block?
Lost or stolen handsets should be reported to Vodafone as soon as the loss or theft is known. The customer can request Vodafone to immediately bar the SIM. It is recommended that the customer calls within (1) month from the time of loss to request the handset be blocked from the network.
Vodafone is required to check call records as a means of verifying the customer and the handset IMEI. As the customer is required to confirm certain information relating to the handset usage, if the timeframe to block a reported lost or stolen handset is left open it may not be possible to confirm this information, which means that handset block will also not be possible.
Will a blocked handset appear any different?
The screen of a blocked handset will not appear any different to a normal one. When a call is attempted on a blocked handset, the following recorded voice announcement will be heard by the user - "You have call barring activated for this phone. Please check the call restrictions set up on your Vodafone mobile".
Which handsets are included in this initiative?
Vodafone will endeavour to block all reported lost or stolen GSM handsets for both voice calls and TXT to the best of its technical abilities, however in some cases system limitations may prevent some handsets from being blocked.
GPRS handsets can be blocked for voice calls and TXT, but the data sessions cannot be blocked. However at the customer's request, Vodafone can bar the SIM. The customer is then not liable for further data sessions, which occur after the SIM has been barred.
GlobalStar handsets cannot be blocked.
Can I block my handset which was lost or stolen prior to 31st December 2002? <
br />No, phones reported as lost or stolen prior to 31st December 2002 are able to be blocked. The data collected for previously reported lost or stolen handsets and verification procedures now required to block a handset mean that no retrospective blocking is possible.
If I purchase a second-hand phone how do I know it hasn’t been reported as lost or stolen?
The best way to check if a handset has been reported as lost or stolen, is to place a SIM card in the phone and attempt to use it. If it doesn't work, it's possible that the IMEI/handset has been blocked.
You can also check by www.mindyourmobile.com which is managed by AMTA (Australian Mobile Telecommunication Association) and enter the IMEI number to verify if this has been blocked and by what network.
Enter *#06# into the handset to view it's IMEI. If the IMEI differs from the one displayed on the sticker (underneath the mobile phone battery), or the sticker has been removed, this may indicate that the handset has been stolen or had its IMEI reprogrammed.
* It may be that some handsets share the same IMEI numbers. If a customer requests a block which Vodafone subsequently discovers affects another customer's usage of Vodafone's mobile service, Vodafone may not action the initial blocking request.
Subject to technical limitations, Vodafone will endeavour to successfully block and unblock handsets with duplicate IMEI numbers as soon as possible.
