Sorting out a loved one’s BT account is one of many tasks that land on families in the days and weeks after a death. It may not feel urgent – but broadband, phone and TV services carry on billing until you notify BT, and contracts can’t be closed until you get in touch. This guide covers the full process: how to contact BT, what you’ll need, what happens to each service, and the things to watch for when closing or transferring an account.
Quick reference:
- Phone: 0800 169 1663
- 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
- Early termination fees: waived on bereavement
How to notify BT
BT has a dedicated bereavement process with two routes: phone and online form.
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 don’t 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. If you have a recent bill, that can help you find the account number, but it’s 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.
By online form
BT’s bereavement form is at bt.com/exp/help/contact-bt/form/bereavement. You’ll 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’d like the final bill and any credit balance sent
The online form is a good option if you’re managing bereavement admin 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 the account – you don’t need to contact separate BT teams for each product.
Source: BT bereavement help page, last verified March 2026.
What documents you’ll need
BT’s documentation requirements are lighter than most banks or insurers. You do not need to provide a death certificate.
| What you need | Details |
|---|---|
| Account identifier | BT account number, or the BT landline or mobile number on the account |
| Deceased’s details | Full name, date of birth, address |
| Your details | Name, relationship to the deceased, contact number and email |
| Final bill address | Where to send correspondence and any credit balance |
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, 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’ll 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 notice period when the account holder has died – services are not billed for a further 30 days as they would be in a standard cancellation (source: BT cancellation help page).
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 on the form or during the call.
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 the 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. The new account holder will be placed on a new contract with current BT pricing.
Early termination fees
Early termination fees are waived for bereavement (source: broadband.co.uk/providers/bt). You should not be charged an exit fee if you are cancelling a fixed-term contract due to a death. If BT attempts to apply such a charge, ask to speak with the bereavement team and refer to BT’s own bereavement policy.
Broadband, TV and phone: what happens to each service
BT accounts commonly include several services. Here is what happens to each when the account is closed.
BT Broadband
Broadband service will be cancelled. If another household member needs to keep the broadband running, transfer the account to their name rather than closing it – new broadband activation after a gap can take up to two weeks and may require a new installation appointment.
BT TV
BT TV is bundled with broadband on most accounts. It cancels alongside the broadband when the account closes. If the deceased was using BT TV on a separate subscription, the same bereavement process applies – notify BT on 0800 169 1663.
Landline / home phone
BT’s landline service cancels with the account. If the deceased had a digital voice service (BT’s VOIP-based landline), this also cancels automatically.
BT Mobile
If the deceased had a BT Mobile contract separate from their home broadband account, this may be held under a different account number. Check any BT Mobile bills or the BT app. Notify BT separately if needed using the same phone number (0800 169 1663) or online form.
BT Sport / EE Sport
BT Sport has largely transitioned to EE Sport. If the deceased had a BT Sport or EE Sport subscription, contact EE directly (ee.co.uk) as this sits outside the BT home broadband account structure.
How long does it take?
For straightforward closures – one account, no transfer, no credit dispute – the account can typically be closed within one to two weeks of BT receiving the notification. The online form or phone call initiates the process, and BT will confirm the closure in writing.
If you’re 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 will continue to be generated until the account is formally closed. If a direct debit is active, it will continue to charge until BT closes the account – so the sooner you notify BT, the less you’ll need to reclaim.
Things to watch out for
Bills continue until you notify BT. BT is not automatically informed when someone dies. The account will continue to be billed at the normal rate until you make contact. If you cannot get through on the phone, submit the online form – this creates a dated record of your notification.
Equipment return is required. When BT broadband closes, you must return the BT Hub (router) within 60 days of the service ending. If you don’t, BT charges up to £50 for a Smart Hub 2 or £43 for a Hub 4 or Smart Hub. BT will send a returns bag with a pre-paid label. Keep proof of postage. It is worth confirming whether equipment return applies in your specific case when you speak to the bereavement team, as policies can vary.
Early termination charges should not apply. Bereavement is an explicit exemption from BT’s exit fees. If you receive a final bill containing an early termination charge, contact BT and ask for it to be reviewed. Get the name of the adviser you speak to.
Joint accounts are rare for telecoms. Unlike bank accounts, BT broadband accounts are typically held in one person’s name only. If the deceased shared a household, the other person is a service user on the account – not a joint account holder. This means the service will need to be transferred or a new account opened, rather than passing automatically.
Check for BT email accounts. BT used to provide BT email addresses (btinternet.com) to broadband customers. If the deceased used a BT email address, access to that account will end when the BT account closes. Archive any important emails before closing the account.
Tell Us Once does not cover BT. The government’s Tell Us Once service notifies government departments of a death in one step. It does not cover private telecoms companies – you will need to notify BT directly.
Plusnet is a separate brand. BT Group also owns Plusnet, a broadband provider aimed at value-conscious customers. Despite the shared ownership, Plusnet runs its own account systems and its own bereavement process. If the deceased had a Plusnet account, you must notify Plusnet separately – contacting BT will not close a Plusnet account. See our guide to notifying Plusnet when someone dies.
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. Have the account number or BT telephone number ready, along with the deceased’s name and address. BT does not require a death certificate.
Early termination fees are waived. Equipment (BT Hub) must be returned within 60 days of the account closing. One notification covers all BT home services on the account.
If you are also dealing with bank accounts, see our guides to notifying Barclays, NatWest, Nationwide, and British Gas.