Mobility

Trusted answers and information and Mobility devices, services, and solutions from Neighbourhood contributors and the TELUS team.

Lost or Stolen Phone – What’s Next?

Community Manager
  • Contributors:

The first step is to try and locate the device before suspending services. Here are some resources to get you started:
 

Locate your device using the manufacturer “find your phone” tool


Android Device Manager: https://www.google.com/android/devicemanager

Apple Find my Phone: http://www.icloud.com

Blackberry Protect: http://ca.blackberry.com/devices/features/security/protect.html 

Windows Phone: https://www.windowsphone.com/en-us/my/find

These tools will help locate your device on a map using your device’s GPS function. You can also remotely wipe your saved information off your phone through these websites.

Please note the device will require connection to the TELUS network in order for these tools to work.

 

*For your safety, it is best to call the non-emergency line of your local law enforcement agency rather than recover it yourself if you suspect your phone was stolen.

 

Suspending your phone services

 

 If the device cannot be recovered, the next step is to suspend services by logging into your online account.

 

Suspending your phone

 

Once logged into your account, select “Mobility”.

 

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Click on “Suspend or Restore My Device”.

 

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Confirm the subscriber line and device to be suspended*.

*If stolen, select “Disable the device from functioning on all Canadian carrier” in order to submit the IMEI to the National Blacklist

 

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Submit the request and you’re done!

 

If you are able to recover the device after suspending your service, please contact TELUS to resume services via: 1-866-558-2273, telus.com/chat, or *611 from any other TELUS phone (airtime free).

 

 

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Comments
Mlo
Just Moved In

Dear sir i writte from chile, i have a iPhone telus chip, IMEI xxxxxxxxxx, They found it in Iquique chile in case they want to recover it.Please contact me via email, I do not speak English. Best regards, telephone contac owner xxxxxxxxx

Moderator
Moderator

HiMlo , Thank you for bringing this to our attention! That serial number did not come up in our system! Can you please send me a private message with the Sim Card number as well! Thank you for being a good Samaritan Mlo! #highfives Robot Very Happy