Theft and loss

In case of theft or loss or suspected tampering of the SIM Card or device, or if unauthorized third parties have become aware of your personal codes, you must communicate it to WINDTRE immediately by calling 1928.

Within the following seven days, you must send to WINDTRE a copy of the report filed with the relevant authorities. You can do it in two ways:

by e-mail to:

CustomerCareWindTreBusiness@pec.windtre.it

via the dedicated of the Selfcare portal in the requests and reports area, directly uploading all the necessary documentation to process your request.
by postal e-mail to:

Wind Tre S.p.A.
Servizio Clienti 1928
Casella Postale n. 14155, Ufficio Postale Milano 65 - 20152 Milano

SIM replacement

You will be able to request the replacement of your standard SIM in case of theft or loss, independently in several ways:

via the dedicated section of the Selfcare portal attaching the complaint;
via PEC to:

CustomerCareWindTreBusiness@pec.windtre.it attaching the complaint and, where applicable, also to the customer's dedicated email address;

via uncertified email to:

CustomerCareWindTreBusiness@pec.windtre.it attaching the complaint and, where present, also to the customer's dedicated email address. Sending the request from non-certified mail provides for prevalidation with OTP or VO;

calling to 1928:

after prevalidation with Vocal Order or with OTP only if the client has already sent the complaint not from pec box.

The replacement will allow you to keep any active credits/options on your rate plan. If you are a rechargeable customer, the credit present at the time of SIM suspension will be retained, but if you are a subscription customer, you will continue to pay the fixed charges provided.

The cost of SIM replacement is 10.00€.

IMEI code block

In case of theft or loss of the device with a request to block the IMEI, the necessary documentation includes:

Report to the relevant authorities (stating the terminal’s IMEI)in case of theft.
Theft and Loss form + ID.

Until WINDTRE receives the communication, any prejudice and cost arising from any misuse of the Card or Device that was lost, stolen or tampered with, will remain at your charge.

In case you find your cell phone after the lock request, you will need to request an IMEI unlock. Fill out the Theft and Loss form , specifying the unlocking request, attaching a copy of a valid ID of the WINDTRE contract signer to the request.