Phone stolen, how do i lock sim card?

  • 27 October 2018
  • 10 replies

My phone was stolen last night and I am currently in Europe, I can't access My T-Mobile because the they are "implementing PIN/Passcodes as an additional security measure." and only offer a text message to the phone number as a location to send the code. I can access the email that is registered with the account. Can I buy a sim card in Europe and have them activate that on my account? I'm worried that if someone gained access to my phone they could reset my accounts just by using the text message verification.


Best answer by tmo_chris 1 November 2018, 17:27

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10 replies

Userlevel 7
Badge +14

Contact T-Force through Tmobile's Facebook page via messenger and report the phone as stolen then ask them about options of restoring your service while out of the country.

Userlevel 6
Badge +15

Sorry to hear your phone was stolen. You'll definitely want to Community-2153​ through our social channels or by calling if you have another line you can use. Our account specialists can make sure you're taken care of.

Badge +1

Think about that for a minute.  If someone has two-factor auth enabled for their FB or

twitter account, that doesn't really help them if the phone is gone, right?  Like I

said in another thread, this sounds *discriminatory* against those who avoid

social media.  If T-force is so all-powerful, WHY isn't there a more straightforward

way of reaching them??

Sorry, I know that doesn't help with recovery, but suppliers of advice need to keep

the range of possible circumstances in mind, and T-Mo needs to be a little more

accomodating about this.

Userlevel 7
Badge +15

I don't use Facebook either and my girlfriend doesn't as well.  With the major privacy and security issues of social media combined with being the largest spreader of fake news.  T-Mobile needs to make it easier for customers in situations like this to get in contact with someone that can help them. 

Userlevel 7
Badge +14

hobbit wrote:

Sorry, I know that doesn't help with recovery, but suppliers of advice need to keep

the range of possible circumstances in mind,

Next time I'll tell them they are sol since this doesn't fit your idea of help.

Userlevel 4

@hobbit and @syaoran

We recommended T-Force because the OP is out of the country and without a phone. If you have the same issue as the OP but are in a position to call us, or team of experts folks over the phone are more than able to assist you with any account related issues.

Using social media would not have helped because I was using a backup phone and the "device was unknown/unrecognized" and required verification or 2 factor authentication to a phone number I did not have access to.

I got around the issue by using the My T-Mobile app and chatting with support through there. Apparently the app does not need as much verification as the website.

It seems strange that Facebook/Twitter is an option but email or chatting without signing in isn't.

Userlevel 3

I have a a device which I have reported as stolen and supposedly it has been disabled....' yet I have found out that  it still works with wifi. I want this device to be TOTALLY INOPERABLE !!!

I read that i can contact Tmobile and have them lock down my sim card. I’m being proactive, why is it a problem to lock down my Sim card?

I also don't use social media.