Question

how do I replace a device that was stolen

  • 25 October 2023
  • 3 replies
  • 704 views

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 one of the phones on my plan was stolen I have reported as lost/stolen but I have not been told how to get another phone

 


3 replies

Userlevel 7
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Were you paying for insurance for that device?  Was the device on an EIP?  You can always go into a store and purchase a new device or purchase one online as well.  

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Yes  but then my 16 year old changed the device and insurance when he moved out

Userlevel 7
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As soon as you start using that line with a different device, the insurance switches over to the device currently in use.  You would have needed to file the insurance claim before getting a new SIM and device for the number the device was lost/stolen on.  

You can reach out to Customer Care at 611 or by sending T-Mobile a DM on Twitter or Facebook to see if there is some sort of workaround for it but usually the insurance on that line applies to the current device in use orr the last device used on it.  

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