Repairs and Lost Phone

Fixing your phone and keeping it safe.


How and who do I report my cellular phone stolen or lost to?
Before we begin, we would like to send you our best, most heartfelt wishes during this terrible time. We know how frustrating it can be without a phone. 
To get it all sorted out as quickly as possible, contact our Customer Care Team on 0741 000 123 or 135 FREE from a Virgin Mobile phone. One of our rockstars will deactivate your line immediately and issue you with an ITC reference number.
From there you need to fill in a Blacklisting Form so you can reactivate your number. 
Once the form is completed, submit it to our Customer Care team.
Once that’s done, it’s time to visit the men (and women) in blue. Go to your nearest police station with the ITC number and report your phone lost or stolen.
What supporting information do I need?


It’s quite simple really. All you will need are:

  • Your ID number
  • Your cellphone number
  • The case number from the police
  • Your Blacklist reference number
How do I repair my phone?

There’s not much worse than having a busted phone. Follow these guidelines to get it sorted as quickly and painlessly as possible!

Just so we’re on the same page – all in-warranty phones will be treated as if they are out of warranty if you fail to show proof of purchase when handing in the phone for repairs.

Phones bought from Virgin Mobile are covered under a 2-year warranty against defective manufacture faults.

The following problems will be considered out of warranty, even if the phone still falls within the 2 year warranty period:

  • Damaged LCD or screen
  • Unauthorised repair
  • Unauthorised modification or alteration and improper installation
  • Liquid damage
  • Physical damage
  • Damage from normal acts of God
  • Shipping damage
  • Phone used outside the maximum ratings as indicated in the manual supplied by the manufacturer
  • Phones booked in after the 2-year warranty has expired

Before you do anything, please first check with your insurance provider to see whether they cover out of warranty repairs and if they will pay for the phone if it is booked in with us at Virgin Mobile. If not, then the phone should be booked in with their recognised repair agency.

If your phone needs a bit of a tune up, you can take it in to your nearest Virgin Mobile store for repairs or you can call our trusty Customer Care Centre on 135 FREE from your Virgin Mobile phone.

And one last thing – please check with the agent how long your repairs will take, as the turnaround time can vary depending on the repairs needed.