BT bereavement: no death cert needed, no notice period

Sorting out a loved one’s BT account is one of many practical tasks that land on families in the days and weeks after a death. BT broadband, phone, TV and mobile services carry on billing until you get in touch – and contracts cannot be closed until you notify BT directly. This guide covers the full process: how to contact BT’s bereavement team, what you will need, what happens to each service, TNT Sports (formerly BT Sport), BT Business accounts, BT email, equipment return, the BT Pension Scheme, and the things worth watching out for.

Quick reference:

• Phone: 0800 169 1663 (freephone)
• Hours: Monday–Friday 8am–9pm, Saturday 8am–8pm, Sunday 9am–6pm
• Online form: bt.com/exp/help/contact-bt/form/bereavement
• Death certificate: not required by BT
• Notice period: none – no 30-day wait to close the account after a death
• Equipment return: required within 60 days (router and TV box if supplied after December 2019)
• TNT Sports (formerly BT Sport): separate subscription – cancel via BT or HBO Max
• BT Pension Scheme: separate process – see below

How to notify BT

BT has a dedicated bereavement process with two routes: phone and online form. Both start the same process – you choose whichever feels more manageable.

By phone

Call 0800 169 1663 – this is a freephone number. Lines are open Monday to Friday 8am–9pm, Saturday 8am–8pm, and Sunday 9am–6pm.

You do not need to have everything ready before you call. BT will ask for the deceased’s name, address, date of birth, and their account number or BT telephone number. A recent bill can help you find the account number, but it is not essential. Tell the adviser whether you want to close the account or transfer it to another person. BT can usually handle both during the same call.

If you cannot get through, do not wait and call back later at the cost of more direct debits being taken. Use the online form instead – it creates a dated record of your notification and starts the process immediately.

By online form

BT’s bereavement form is at bt.com/exp/help/contact-bt/form/bereavement. You will need to provide:

• Your name, contact number, email address, and relationship to the deceased
• The deceased’s full name, BT account number or landline number, address and postcode
• Date of birth (optional)
• Whether you want to close or transfer the account
• Where you would like the final bill and any credit balance sent

The online form is useful if you are managing bereavement administration at unusual hours, or if you simply prefer not to deal with it by phone right now. Once submitted, BT will contact you to confirm next steps.

One account, multiple services

BT often bundles broadband, phone, TV and mobile under one account. A single notification covers all services on that account – you do not need to contact separate BT teams for each product. However, services on separate accounts (such as a standalone BT Mobile contract, or a TNT Sports subscription held separately) will need their own notification. Check any bills to confirm which services share an account number.

Source: BT bereavement help page, last verified July 2026.

What documents you will need

BT’s documentation requirements are lighter than most banks or insurers. You do not need to provide a death certificate.

BT has confirmed it does not require sight of the death certificate. You should still obtain certified copies from the register office for other organisations – banks, pension providers, HMRC, and the probate registry all typically require them. Certified copies cost £11 each in England and Wales (source: gov.uk/order-copy-birth-death-marriage-certificate).

What happens to the account

Once you notify BT, you will be asked whether you want to close the account or transfer it to another person.

Closing the account

BT will cancel all services on the account. There is no standard notice period when the account holder has died – you are not billed for a further 30 days as you would be in a standard cancellation.

Any credit balance on the account will be refunded. BT can issue this as a cheque or return it via the original direct debit route – specify your preference when contacting BT.

Any outstanding balance owed to BT is a debt of the estate, not of the family member making the notification. You are not personally liable for the deceased’s BT bill.

Transferring the account

If another household member needs to keep broadband, phone or TV services running, BT can transfer the account to their name. This is the better option if you want to avoid service interruption – new broadband activation after a gap can take up to two weeks and may require a new installation appointment. The new account holder will be placed on a new contract with current BT pricing.

No notice period, and early termination charges

BT’s standard cancellation process requires 30 days’ notice. That requirement does not apply here: “there’s no notice period if the account holder has passed away” (source: BT – what’s this cancellation fee for?), so the account can be closed straightaway once you notify the bereavement team.

BT’s published bereavement guidance does not state whether an early termination charge is waived if a fixed-term contract still has time left to run. If this applies to your situation, ask the bereavement team directly when you call – get the name of the adviser you speak to, and ask them to confirm in writing whether any charge applies before you close the account.

Direct debits

BT’s direct debit will continue to charge until the account is formally closed – it is not automatically cancelled when someone dies. The sooner you notify BT, the less you will need to reclaim from any overpaid bills. Once BT processes the closure, the direct debit is cancelled and any credit balance is refunded. For broader guidance on handling direct debits after a death, see our guide to what happens to direct debits when someone dies.

Joint accounts

BT broadband accounts are almost always held in one person’s name only. Unlike bank accounts, there is no joint BT account structure for home services. If the deceased shared a household with a partner or family member, that other person is a service user on the account – not a joint account holder. This means the service will need to be actively transferred to the other person’s name, or a new account opened in their name. It does not pass automatically.

Broadband, TV, landline and mobile: what happens to each service

BT accounts commonly include several services bundled together or held separately. Here is what happens to each when the account is closed.

BT broadband

Broadband service cancels when you notify BT and they process the closure. If another person at the address needs broadband to continue, transfer the account to their name rather than closing it – this avoids a gap in service. A new broadband activation after closure can take up to two weeks and may require an engineer visit.

Bills continue to accrue until the account formally closes. If the direct debit is active, it will be charged. Notify BT promptly to minimise overpayment.

BT TV and EE TV

BT TV is now delivered through EE TV (BT rebranded its TV service under the EE brand in 2024). Most existing customers still refer to it as BT TV. The TV service cancels alongside the broadband when the account closes. Any EE TV or BT TV subscription add-ons also cancel at the same time.

If the deceased had BT TV under a separate subscription from the broadband, the same bereavement number (0800 169 1663) covers it.

Landline / home phone

BT’s landline service cancels with the account. If the deceased was on BT’s Digital Voice service – BT’s VOIP-based replacement for the traditional copper landline, which BT has been rolling out as part of the UK’s telephone network upgrade – this also cancels automatically when the account closes.

BT Mobile / EE Mobile

This is one area where the BT and EE relationship causes genuine confusion for bereaved families.

BT Mobile no longer exists as a standalone brand for new customers. BT merged its mobile service into EE in 2023. Existing BT Mobile customers were migrated to EE. If the deceased had a mobile contract that billed separately from their home broadband, it is almost certainly now held as an EE account, even if the deceased still thought of it as “BT Mobile.”

To confirm: check any bills or the My BT app. If the mobile is billed on a separate account number from the broadband, you will need to contact EE directly to close or transfer the mobile account. The BT bereavement team cannot close an EE account. EE’s bereavement line is 0800 956 6000 (or use their online form at ee.co.uk/help/profile/manage/tell-us-someone-has-died). See our full guide to notifying EE when someone dies.

TNT Sports (formerly BT Sport)

BT Sport was rebranded to TNT Sports in July 2023. TNT Sports is owned by Warner Bros. Discovery, not BT Group. If the deceased watched live sport via what they called “BT Sport”, they were subscribed to TNT Sports – and this subscription is separate from their BT broadband account.

As of March 2026, TNT Sports is no longer available on discovery+ and has moved to HBO Max. The way the subscription was held affects how you cancel it:

If you are not sure how the subscription was set up, check the deceased’s bank statements for who the direct debit or card payment was going to. A payment to BT means the sport was bundled into the BT account; a payment to Warner Bros. Discovery, discovery+, or HBO Max means it was a separate subscription.

Crucially, the BT bereavement team cannot cancel a TNT Sports subscription that was held via HBO Max or discovery+ directly. Those cancellations must go through the relevant platform’s customer service. If the deceased had an ongoing HBO Max subscription, contact HBO Max customer support and explain the bereavement.

For family members dealing with long-running subscriptions that were not identified early, it is worth checking bank statements going back several months for any recurring sports streaming payments.

BT Business accounts

If the deceased ran a business and held a BT Business account – rather than a standard residential account – the process is slightly different.

BT Business does not have a dedicated bereavement team in the same way the consumer division does. The recommended approach is to contact BT Business customer services and explain the situation. A death certificate will typically be required, along with account details and evidence of your authority to act on behalf of the estate (for example, a grant of probate or letters of administration if the estate is going through probate).

For sole traders: When a sole trader dies, the business ceases to exist as a legal entity. The sole trader’s business assets and liabilities form part of the personal estate. Any BT Business account in the sole trader’s name should be notified and closed as part of estate administration. Outstanding business debts to BT are debts of the estate.

For limited companies: If the deceased was a director of a limited company that held the BT Business account, the account belongs to the company – not to the individual. The surviving directors (or administrator/liquidator if the company is being wound down) are responsible for managing the account. This is not a personal bereavement matter; BT Business should be contacted by the company representative in the normal course of business administration.

BT Business customer service: 0800 800 156 (Monday–Friday, 8am–6pm).

BT email (btinternet.com): a critical point to act on quickly

This is the area where families most often get caught out, because the deadline is tight and the email address is permanently deleted if nothing is done in time.

BT used to provide email addresses (typically @btinternet.com, @btopenworld.com, or @talk21.com) to broadband customers. Many older customers used these addresses as their primary email for years – for correspondence with banks, pension providers, the NHS, government services, and friends.

What happens when the BT account closes:

1. The email address continues to work for 30 days after the broadband is cancelled
2. After 30 days, BT suspends the account for a further 7 days
3. If no action is taken within 37 days of cancellation, the email address is permanently deleted

Options available to the family:

Option 1 – Archive important emails before closing the account. If you still have access to the deceased’s email login, use the 30-day window to log in to btinternet.com and forward or save any emails you may need – from banks, solicitors, pension schemes, or any other organisations. Keep a note of any organisations that used this email address as a contact, so you can update them with a new address.

Option 2 – Upgrade to BT Premium Mail. If someone in the household wants to keep the email address active (for example, because they use it themselves), you can pay £7.50 per month for BT Premium Mail. This keeps the address alive independently of the broadband account. This must be set up via the Email Management section in My BT, within 37 days of the broadband cancellation.

Transferring ownership is not possible. BT cannot transfer a BT ID or email address to another person, even on bereavement. The option to access a deceased person’s email for specific documents requires a grant of probate or letters of administration, a written request to BT plc, pp EH4C, Charter Row, Sheffield S1 3EF, and is not guaranteed – especially if the email address has been inactive for more than 150 days before the request (source: BT help – taking over a BT email service).

The practical advice: act on BT email before closing the account. The 30-day window after cancellation is tight when you are managing everything else involved in bereavement administration.

Equipment return

When BT services close, you may be required to return equipment. Whether return is mandatory depends on when the equipment was supplied.

BT Hub (router)

If the BT Hub was supplied on or after 13 December 2019, it is owned by BT – not by the customer – and must be returned within 60 days of the service ending. BT will send a prepaid returns bag with a pre-addressed label. Non-return charges are:

• Up to £50 for a Smart Hub 2
• Up to £43 for a Hub 4 or Smart Hub

Keep proof of postage. If in doubt about whether your specific equipment is subject to a return requirement, ask the bereavement team when you call.

If the Hub was supplied before 13 December 2019, it is considered the customer’s property and return is your choice.

BT TV / EE TV box (YouView box)

The same date rule applies to BT TV equipment. Boxes supplied on or after 13 December 2019 are owned by BT and must be returned within 60 days. BT will send a prepaid returns bag. The TV box will continue to receive Freeview channels after cancellation, but any premium BT or EE TV channels will stop working immediately when the account closes.

BT changed its terms on 13 December 2019 to make all new equipment a loan arrangement. If the deceased had a long-standing account with equipment from before that date, return is optional.

What to do

When you notify BT of the bereavement, ask the adviser to confirm:

• Whether the specific equipment is subject to a return requirement
• When the 60-day return window starts
• Whether BT will send a returns bag automatically or whether you need to request one

Tell Us Once

The government’s Tell Us Once service notifies government departments of a death in one step – HMRC, DWP, passport office, DVLA, local council, and others. It is a useful tool for reducing the administrative burden on families.

Tell Us Once does not cover BT or any other private telecoms provider. You must notify BT directly, regardless of whether you have used Tell Us Once for other organisations.

BT Pension Scheme (BTPS)

If the deceased was a retired BT employee receiving a pension from the BT Pension Scheme, this is a completely separate matter from their broadband or telecoms account. Notifying BT of the bereavement does not notify the pension scheme.

The BT Pension Scheme (BTPS) must be contacted separately:

• Online: btps.co.uk/ReportADeath
• Phone (UK): 0800 731 1919
• Phone (overseas): +44 (0) 203 023 3420

When reporting the death to BTPS, you will need:

• BTPS membership number or the deceased’s National Insurance number
• Full name and date of birth of the deceased
• Date of death
• Spouse or civil partner’s details (if applicable)
• Information about any financially dependent adults
• Your own contact details

BTPS will then contact you to request documentation – typically a death certificate, birth certificate, and marriage or civil partnership certificate. They will confirm whether pension benefits are payable to surviving dependants and handle the tax position for the estate.

The BT Pension Scheme does not use Tell Us Once and must be notified directly even if you have used that service for government departments.

How long does it take?

For straightforward closures – one account, no transfer, no credit dispute – BT typically closes the account within one to two weeks of receiving your notification. BT will confirm the closure in writing.

If you are transferring the account to a new holder, the transfer itself can usually be completed within a few days, though the new account holder will be placed on updated contract terms.

Bills continue to be generated until the account is formally closed. If a direct debit is active, it will continue to charge until the account closes. Notify BT promptly to limit the amount you may need to reclaim from any overpaid final bill.

Things to watch out for

Act on BT email before you close the account. Once the broadband closes, you have 37 days before the email address is permanently deleted. Forward important emails, make a list of organisations using that address, and decide whether to pay for Premium Mail. This window is easy to miss when you are managing many other tasks.

Equipment return charges are real. Non-return of a Smart Hub 2 can cost up to £50. Confirm with the bereavement team whether return is required for your specific equipment, then use the prepaid bag BT provides and keep your proof of postage.

Bills continue until you notify BT. BT is not automatically informed when someone dies. The account continues to be billed until you make contact. If you cannot get through by phone, use the online form to create a dated record.

EE and BT are separate. If the deceased had both a BT home broadband account and a mobile account, the mobile account is almost certainly administered by EE and requires separate notification. Check the bills – a different account number means a different notification is needed.

TNT Sports may be a separate subscription. The sport subscription that the deceased may have called “BT Sport” is now TNT Sports and may be held separately from the broadband account – particularly if it was via discovery+ or HBO Max. Check bank statements for separate payments.

BT Pension Scheme is separate. A bereavement notification to BT’s telecoms team does not reach the pension scheme. If the deceased received a BTPS pension, contact btps.co.uk separately.

Plusnet is a separate brand. BT Group also owns Plusnet. Despite shared ownership, Plusnet runs its own account systems and its own bereavement process. Contacting BT will not close a Plusnet account. See our guide to notifying Plusnet when someone dies.

Outstanding BT debt is an estate liability. Any amount owed to BT at the time of death is a debt of the estate, not of the family member making the notification. You are not personally liable for the deceased’s bills. However, the estate is responsible for settling outstanding balances before assets are distributed.

Credit balances are refunded. If the account was in credit at the time of closure, BT will refund the balance. Specify during the notification whether you want this as a cheque or returned to the original direct debit account.

BT and the broader BT Group: understanding the structure

BT Group is a large organisation, and the different brands within it have different bereavement processes. Understanding the structure prevents families from missing accounts.

If the deceased had more than one of these, each requires a separate notification. There is no single “BT Group bereavement” process that covers all of them.

Frequently asked questions

Does BT charge an early termination fee if someone dies partway through a contract?

BT’s published bereavement guidance does not state whether an early termination charge is waived when the account holder has died. There’s no notice period for closure itself, but the fee position on a remaining fixed term isn’t covered by BT’s public pages. Ask the bereavement team directly on 0800 169 1663 and ask them to confirm the answer in writing before you close the account.

Can I keep the phone number instead of losing it?

Yes – but only if you transfer the account rather than close it. Tell BT’s bereavement team you want to transfer the service into another household member’s name, and the existing landline number carries across with no gap in service. If you close the account instead, the number is released and cannot be recovered afterwards.

How long does it take to close a BT account after a death?

Most straightforward closures – a single account, no transfer, no dispute over the final bill – are confirmed within one to two weeks of BT receiving your notification. A transfer to a new account holder is often quicker, sometimes completed within a few days.

Do I have to return the router and TV box, or can we keep them?

It depends on when the equipment was supplied. Anything supplied on or after 13 December 2019 is owned by BT and must be returned within 60 days using the prepaid bag BT sends – non-return can cost up to £50 for a Smart Hub 2. Equipment supplied before that date belongs to the customer, so returning it is optional.

Can I take over the contract instead of closing it?

Yes. Rather than closing the account, ask BT to transfer it into your name (or another household member’s) during the same call or online form submission. This keeps broadband, phone and TV running without the gap that a fresh sign-up can involve, though the new account holder moves onto a current BT contract and pricing.

What if I can’t get through on the phone line?

Use the online bereavement form at bt.com/help/account-and-billing/manage-account/bereavement---bt-account-holder instead of waiting to call back. It creates a dated record of your notification and starts the closure or transfer process without you needing to hold on the phone.

Does closing the BT account also cancel BT Mobile or EE?

Only if the mobile service is billed on the same account. Since BT Mobile merged into EE in 2023, most standalone mobile contracts are now administered separately by EE and need their own notification on 0800 956 6000 – BT’s bereavement team cannot close an EE account for you.

Summary

To notify BT after a bereavement, call 0800 169 1663 (freephone, open 7 days a week) or use the online form at bt.com/exp/help/contact-bt/form/bereavement. You will need the account number or BT telephone number, plus the deceased’s name, address, and date of birth. BT does not require a death certificate.

Key points to remember:

• No notice period – the account can be closed immediately, unlike the standard 30-day process
• Equipment (BT Hub and TV box if supplied after December 2019) must be returned within 60 days
• BT email addresses are deleted 37 days after the account closes – act on this promptly
• TNT Sports (formerly BT Sport) may be a separate subscription requiring separate cancellation
• EE mobile accounts require separate notification to EE
• BT Business has no dedicated bereavement team – contact 0800 800 156
• BT Pension Scheme requires separate notification to BTPS (0800 731 1919)
• Tell Us Once does not cover BT

If you are also dealing with other telecoms providers, see our guides to EE, Virgin Media, Plusnet, and TalkTalk. For guidance on what happens to phone contracts and direct debits more broadly, see what happens to a phone contract when someone dies and what happens to direct debits when someone dies.