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Report Loss of Mobile Phone or SIM Card Immediately
The mobile phone is an important communication tool in our daily life. It has become one of our personal properties which require safe custody. If it is lost, your SIM card in the mobile phone can be used by others to make local or overseas calls which will result in charges to your account. If roaming service is activated, the financial loss could be even greater.
If you are so unfortunate to have lost your mobile phone and/or SIM card, you are strongly advised to report loss to your mobile service provider as soon as possible no matter it was lost locally or overseas. Some of the service providers offer toll free numbers in some overseas countries for their customers to contact them. Thus, if a toll free number is available for contacting your mobile service provider, you are advised to bring along it with you when you travel abroad.
Some mobile service providers only accept reports of loss by the subscribers themselves. If the situation warrants, some service providers accept reports of loss by third parties but they have to provide their own personal identification as well as the subscribers' ID card numbers, user passwords, billing addresses or payment methods, etc. To avoid the hassle, it would be more desirable to report the loss by yourself.
Most mobile service providers suspend/disconnect service as soon as a report of loss is received from a subscriber, while a few may need some time (e.g. 30 minutes) to complete the process. According to the general practice of mobile service providers in Hong Kong, a subscriber will be liable for all the charges incurred in the usage of his/her mobile service until the service provider suspends/disconnects all the services of his/her lost mobile phone/SIM card. Hence, to avoid financial loss, you are reminded to contact your service provider immediately should you lose your mobile phone/SIM card.
A quick reference to the contact telephone numbers of mobile service providers for reporting loss is provided below:
Mobile Service Provider |
Contact Telephone Number in Hong Kong for Reporting Loss |
Hutchison Telephone Co Ltd ("3") |
For "3G" service: 3162 3333
For "2G" service: 2121 1228
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China-Hongkong Telecom Ltd |
3691 0198 |
China Motion Telecom (HK) Ltd ("CM Mobile") |
3112 2333 |
China Mobile Hong Kong Company Limited ("PEOPLES") |
2945 8888 |
China Unicom (Hong Kong) Operations Ltd |
2122 1188 |
CITIC Telecom International Ltd |
Customers should contact the customer service hotline of their respective sales agents |
CSL Limited
- For "1010" customers:
- For "One2Free" customers:
- For "New World Mobility" customers:
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2888 1010
2512 3123
178 178
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SmarTone Mobile Communications Ltd & SmarTone 3G Limited ("SmarTone-Vodafone") |
2880 2688 |
Hong Kong Telecommunications (HKT) Limited ( "PCCW mobile" ) |
1833 800 |
Telecom Digital Mobile Ltd |
7777 1010 |
IMC Networks Ltd |
2881 1986 |
Important Note:
The above contact telephone numbers are subject to change. You are advised to check up-to-date information with your mobile service provider.
Office of the Telecommunications Authority
February 2011
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