Likewise, if you are facing circumstances like physical or mental health illnesses, Ofcom have vulnerable people policies set to ensure customers with these challenges are treated fairly.
In this guide we share Ofcom’s current rules that are there to protect and explain the different procedures of each provider to help you handle closing or altering accounts of loved ones that have passed away.
Rule number one – a provider should close the deceased person’s account on request and you shouldn’t have to pay an early termination fee (although business accounts may be treated differently).
While we understand why you might not notify the provider of a person’s death straight away, the provider is not required to backdate the closure or refund any money paid, although some may choose to do so.
Providers will have their own timescale for closing an account, but they should do it as quickly as possible. It is upsetting to receive marketing material for someone who has died, so when closing a deceased person’s account it is fair to expect providers not to address any further communications as soon as possible.
Some – about 25% on our list – will ask for a copy of the death certificate, or at least its number, to close an account. You shouldn’t be expected to post the original document, a photocopy or scan should do.
Another family might have actually been paying this bill. Speak to the provider and see what they can do, they may well be willing to close the account without penalty in these circumstances.
You might want to keep a phone or broadband connection, or use services such as pay TV, on a temporary basis, for example until the deceased person's home is sold. If so, you will need to make sure that the bills are paid.
If you want to keep services connected longer term, some providers will transfer an account into another name on request. Other providers will close the account and open a new account on request (there may be a minimum contract period for the new account and credit checks may be required). A new account holder will not have access to things like previous itemised bills. It is important to let the provider know if you want to keep the same phone number.
If an account is in joint names, it should be put into the surviving person’s name on request.
Many of our providers have a specialist team dealing with bereavement. We have listed everything below. They can all vary slightly so we’ve set out what to expect for each service.
Before getting in touch with any, try to make sure you have:
You can inform BT online or by phone.
You'll need the account holder's name, date of birth and address. It's useful to have their latest bill too if possible in case they need other information, such as their account number or last bill amount.
BT will ask what you want us to do with the account, for example change the name of the account holder or close the account.
They won’t need to see a death certificate.
You'll need the account number or BT telephone number (mobile or landline) to use the form.
Ring 0800 169 1663. Opening hours are 8am to 9pm Monday to Friday, 8am to 8pm Saturday, and 9am to 6pm Sunday.
BT are also there to help if you can relate to any of the list below. It’s worth registering as you’ll be supported with easier ways to get in touch, advice for getting more value from your BT services and new tech and gadget suggestions for everyday life. If any of these apply to you, get in touch:
You can call Sky, or message using their Get in touch option.
Sky can help by making any necessary changes, including changing ownership of the Sky account to next of kin or partner. Or, cancelling the account completely.
This messenger option means you can chat online with one of their agents. Opening hours: Monday-Friday 9am-5pm, Saturday 9am-4pm.
Ring 0333 2020 912 and talk to a dedicated team. Opening hours: Mon-Fri 8am-10pm, or 8am-8pm on weekends.
Sky also has a space dedicated to supporting vulnerable customers. This can also be useful for anyone who has set up power of attorney and wants to know how to notify Sky that admin and communication needs to be redirected to this nominee.
You can contact TalkTalk by phone and speak to a dedicated team member. Here you can transfer to a new owner, or close the account.
You’ll just need the account details and name of the account holder.
The phone number is 0345 1720038. Opening hours are Monday-Friday 9am-7pm and Saturday 9am-6pm.
Depending on what you’d like to do with the account will make a difference to what you do next. You can either transfer the service into another person’s name. Or disconnect if the service is no longer required.
If you want to transfer the service to another person’s name without any other changes, you download and complete a Bereavement Transfer form and email it to Virgin Media (the email address is on the form).
Once you have sent the form back, they will update the account within 7 days.
If you want to make changes to the services at the same time as transferring it into another person’s name it’s probably best to just phone and speak to someone.
You can ring and speak to an advisor between 8am-4.30pm Monday to Friday. This line is not open at weekends.
If you just want to close the account there’s a bereavement disconnection service you can do online. You’ll need to fill in the account holder’s details, your details, the account number and the area reference number.
The best way to make arrangements with NOW is by phone. Before you ring make sure you have the name, email address, address and postcode the account is registered with.
You can choose to cancel or transfer the account to another name if you’d like to continue the service.
You can speak to someone on 03303 323031 (opening times not specified).
You can ring or email and choose to close the account or to switch the service to a new account in your name.
You’ll need the following details at hand:
Account holder’s name, account number or house number and your relationship with the deceased. If you’re choosing to transfer services, you’ll need the new details for this too.
You can speak to an advisor on: 0330 0945801, Monday-Friday 8am-8pm, or on Saturdays at 9am-4pm.
Send correspondence to: Bereavement@shellenergy.co.uk.
To cancel or transfer an account, the best way to do this is by calling Plusnet’s bereavement team.
Anyone can cancel the account. For security purposes Plusnet will run a data protection check which involves asking some questions about the account.
To transfer an account, this request can only be made by members of the immediate family or nearest blood relative (this includes, husband, wife, civil partner, son, daughter, brother, sister, mother and father).
Speak to a dedicated team member on 0330 1239123 (opening times aren’t specified)
You can call Vodafone, or if you’d rather not to talk on the phone there is an online bereavement form.
Using either of these options you can choose what to do with the deceased’s account. You can: close it, transfer to someone else, move it to Pay As You Go or move the account to another network.
In addition to your own personal details, you’ll also need to have the following information: the type of account (e.g. broadband, mobile or both), their full name, their mobile number, their date of birth, their address. You’ll also need to have the death certificate - you won’t need to send this anywhere, but you will need to have a photo or scan of it.
Vodafone also has a terminal illness form that you can fill in for yourself or someone else.
Call and speak to their dedicated team on 0808 0057450, 8am-10pm, or 8am-8pm on weekends.
Fill in the details needed and you will be emailed within five working days to confirm any changes requested.
You can ring or email V4 Consumer and they will help either close the account or transfer to another person. These processes both take up to 14 days.
Call on: 0330 118 8871, Monday-Friday 9am-6pm. Or Saturdays 9am-2pm.
If you’d rather correspond by email: support@v4consumer.co.uk
The account can be closed or transferred over to a different name, either by phone or by using an online form. This can be closed immediately or at a time to suit you. Any late or disconnection charges that have been applied to the account since the account holder passed away, will be removed and credited.
Speak to someone on: 01482 602555 (The opening times aren’t specified)
You’ll need name, address, telephone number, your relationship to the deceased, what you’d like to happen to the account, the date this needs cancelling and the forwarding address.
You can choose to transfer the account to anyone else who lives in the same household. Or, close the account. The contact methods for this is by their Live Chat or contact form.
To make either of these changes, Community Fibre will ask to see a scanned copy/photograph of the account holder’s death certificate.
You can chat directly with their support team using the chat icon on the bottom right corner
Send a message with as much detail as possible. They aim to respond in two working days, so you might be quicker with the live chat.
