When a loved one dies, their mobile phone or broadband account doesn’t close itself. O2 will keep billing until you notify them, which means getting in touch sooner rather than later. O2 has a dedicated bereavement team and a clear process – this guide walks you through exactly what to do, what to say, what documents to have ready, and what to expect.
It also covers two important points families often miss: the O2 Refresh Device Plan is a Consumer Credit Act regulated loan (the estate is liable, not you personally), and Volt benefit customers need to understand the impact on their bundled discount.
Quick reference:
- Phone: 0800 090 1820 (free, seven days a week 8am–9pm)
- Email: Bereavement&Criticalillness@virginmediao2.co.uk
- Post: O2 Bereavement Team, PO Box Virgin Media O2, Sunderland SR43 4AA
- Processing time: within 7 working days for disconnection
- Early termination fees: waived on bereavement (O2 published policy)
- Life Ledger: O2 accepts notifications via lifeledger.com if you prefer to notify multiple providers at once
Source: O2 bereavement help page
How to notify O2
The primary route is by phone. Call 0800 090 1820 – it’s a freephone number – and ask for the bereavement team. The lines are open seven days a week, 8am to 9pm.
You can also contact the team by email at Bereavement&Criticalillness@virginmediao2.co.uk or by post to O2 Bereavement Team, PO Box Virgin Media O2, Sunderland SR43 4AA.
If you prefer to notify multiple providers at the same time, O2 accepts notifications through Life Ledger (app.lifeledger.com/o2), a free service that lets you contact a number of organisations through a single submission. Life Ledger is useful for straightforward disconnections; for accounts with device finance, outstanding disputes, or number transfer requirements, a direct call to the bereavement team is more reliable.
What to tell them:
When you call or write, you will need to provide:
| Information needed | Notes |
|---|---|
| Deceased’s full name and address | As it appears on the account |
| Account number or mobile number | Either will do |
| Your name and contact details | So they can confirm closure with you |
| Your relationship to the deceased | Executor, next of kin, family member |
| Forwarding address | For any final correspondence |
You don’t need to have a death certificate in hand before you call. O2 may ask for details from it (registration number, registry office) rather than a physical copy. Have the certificate nearby if you can.
Once you have made contact, O2 will take it from there. They will close the account or, if you prefer, help you transfer the number to a new account in your name.
What documents you’ll need
O2 does not require a death certificate to be posted in most cases, but you should have one accessible when you call in case the team asks for details from it.
The information most commonly needed:
- The deceased’s full name and address as held on the account
- The mobile number or account number
- Your own full name, your relationship to the deceased, and your contact details
- A forwarding address for final letters
If the account was a Pay Monthly contract, you may also be asked whether you want to transfer the number to a new account in your name or simply disconnect it.
There is no requirement for probate documents. Telecoms accounts are not part of the deceased’s estate in the legal sense, and O2 does not require an executor to act – any family member or representative can notify them. However, if there is an outstanding device finance balance (see the O2 Refresh section below), the executor will need to be involved in settling that from the estate.
What happens to the contract
O2’s published policy is that early termination fees are waived when a customer dies. This applies to Pay Monthly contracts and to the Airtime Plan element of O2 Refresh contracts. You will not be charged for the remaining months on a fixed-term agreement.
However, two things are not waived:
Outstanding handset finance: If the deceased was paying for a phone, tablet, or smartwatch through O2’s device loan scheme, the outstanding balance on that loan agreement remains a liability of the estate. This is separate from the airtime contract – it is a finance agreement, not a service fee. See the O2 Refresh section below for the full detail.
Any unpaid bills: Regular monthly charges accrued before death, or charges incurred up to the date of notification, may still be due. O2 will confirm any outstanding balance and allow up to 14 days for it to clear.
What you can do with the account:
| Option | What it means |
|---|---|
| Disconnect | Account and number closed; no further charges for the contract |
| Transfer to Pay Monthly | Number moved to a new account in your name (credit check required) |
| Transfer to Pay As You Go | Number moved to Pay As You Go in your name; no credit check |
For most people the simplest route is disconnection. If you want to keep the number – for sentimental reasons, or because it was also a work number – the transfer option is worth asking about.
O2 Refresh and device finance – the important detail
This is the section families most frequently get wrong, so it is worth reading carefully.
How O2 Refresh works:
O2 Refresh splits the cost of a mobile package into two separate agreements on one combined bill:
- Airtime Plan – the monthly charge for calls, texts, and data. This is a standard services contract.
- Device Plan – a loan for the cost of the handset (phone, tablet, smartwatch). This is a separate Consumer Credit Act regulated credit agreement.
The two are billed together, which makes them look like one contract. They are not.
What happens when a customer on O2 Refresh dies:
O2 will waive early disconnection fees on the Airtime Plan – this is covered by their published bereavement policy. The Device Plan is treated differently.
Because the Device Plan is a regulated credit agreement under the Consumer Credit Act 1974 – with Telefónica UK Limited authorised and regulated by the Financial Conduct Authority (reference 718822) – the outstanding balance is a debt owed by the estate. It does not disappear on death. The estate is responsible for settling it alongside other debts before assets are distributed.
Who is personally liable:
The estate is liable for the Device Plan balance, not individual family members. If you are the next of kin but did not co-sign the credit agreement, you are not personally responsible for paying it. If you are acting as executor, settling this debt is part of administering the estate.
What to do:
When you contact O2’s bereavement team, ask them to confirm:
- Whether there is an outstanding Device Plan balance and the exact amount
- How to make payment from the estate
- Whether O2 will exercise any discretion to write off part of the balance (this is not guaranteed, but in genuine hardship cases or where the estate is insolvent, it is worth raising)
Once the Device Plan balance is settled, ownership of the handset transfers fully to the estate, which can then keep, sell, or trade in the device.
Source: O2 bereavement help page, O2 Refresh Device Plan CCA Terms
O2 Switch Up – what happens if the deceased was enrolled
O2 Switch Up is an optional upgrade scheme that allows customers to swap their handset every 11 months without paying off the current device plan in full – O2 settles the outstanding balance when the new phone is taken. Customers on a Plus Plan get Switch Up included; others could add it as a bolt-on for £6.99 per month.
If the deceased was enrolled in Switch Up:
- The Switch Up bolt-on closes with the account when the bereavement team processes the notification.
- Any months of Switch Up billed in advance will be refunded on a pro-rata basis.
- The device plan balance at the date of death is handled in the same way as any other O2 Refresh Device Plan – it is a liability of the estate.
Contact the bereavement team to clarify the exact position on any Switch Up-linked device plan balance.
Source: O2 Switch Up Terms, November 2025
Pay As You Go accounts
If the deceased was on Pay As You Go rather than a monthly contract, the process for notifying O2 is the same – call 0800 090 1820 or email the bereavement team.
One question families often ask is whether any remaining credit on the account can be refunded. O2 does not publish an automatic refund policy for PAYG credit on death. The bereavement team can discuss returning a credit balance as a goodwill gesture. If there is a meaningful amount of credit on the account, raise this during your call and ask the agent to note it. O2 will need to pass standard data protection checks before releasing any funds.
Outstanding PAYG credit is not a legal entitlement from the estate in the same way as a bank balance, but it is worth raising rather than leaving it.
Porting the number to a different network
If you want to keep the deceased’s mobile number but move it to a different network – EE, Vodafone, Three, or another provider – you will need a PAC code (Porting Authorisation Code) from O2 before the account is closed.
Why the timing matters: Once O2 closes the account and releases the number back into the pool, it is gone permanently. It cannot be retrieved or reactivated. If keeping the number is a priority, request the PAC code from the bereavement team before instructing them to close the account.
The step-by-step process:
- Call O2’s bereavement team on 0800 090 1820
- Explain that you want to retain the number and request a PAC code
- The team will generate the PAC code and give it to you directly – you do not need access to the SIM
- Contact your chosen new network (EE, Vodafone, Three, etc.) with the PAC code and your own account details
- The number transfer completes within seven working days
- Once the transfer is complete, O2 closes the old account automatically
PAC code validity: A PAC code is valid for 30 days from the date it is issued. You must provide it to your chosen new network within that window. If it expires, you will need to request a new one from O2.
Why not to use the standard text method: In normal circumstances, a PAC code can be obtained by texting ‘PAC’ to 65075 from the SIM. For a deceased account, this requires physical access to the SIM and the phone. The bereavement team route is more reliable and avoids that dependency.
Keeping the number on O2: If you want to move the number to a new O2 account in your own name rather than a different network, the bereavement team can arrange this directly – either as a new Pay Monthly account (credit check required) or Pay As You Go. See what happens to a phone contract when someone dies for a broader overview of number porting and contract obligations across all UK networks.
O2 Volt – what happens to bundled benefits
Volt is a benefit scheme operated by Virgin Media O2. It gives enhanced perks to customers who hold both an eligible O2 Pay Monthly SIM and a qualifying Virgin Media broadband account at the same address – typically boosted data, increased speeds, or additional loyalty rewards, depending on the specific plan.
When the O2 account closes:
The Volt benefit attached to the O2 account ends when that account closes. If the deceased was the O2 customer in a household, and a surviving family member holds the Virgin Media broadband account, the surviving member will lose their Volt boost when the O2 account closes.
If you want to retain the Volt benefit:
The surviving member would need to take out their own eligible O2 Pay Monthly SIM. Volt eligibility is tied to an active O2 Pay Monthly account at the same address as the Virgin Media broadband – not to the deceased’s account. Contact O2 to understand current Volt eligibility requirements before the account closes.
If the deceased was the Virgin Media broadband customer:
If the deceased held the Virgin Media account (not the O2 account), the same principle applies: closing the Virgin Media account ends the Volt benefit for any O2 customer in the household. Notify both providers and ask each bereavement team about Volt impact when you call.
O2’s bereavement team (0800 090 1820) handles O2 mobile accounts. For Virgin Media broadband/TV/home phone, contact Virgin Media’s separate bereavement team on 0800 952 2302.
Source: Virgin Media O2 Volt information
O2 Insure – what happens to device insurance
O2 Insure is an optional add-on policy that covers O2 devices against accidental damage, theft, and loss. It is provided by Telefónica Insurance UK Branch and billed monthly through the O2 account. Not all O2 customers have it – it is an opt-in product, not automatic.
If the deceased had O2 Insure:
The insurance policy is tied to the O2 account. When the bereavement team closes the account, the O2 Insure policy closes with it. Monthly premiums will stop when billing stops.
If the deceased had an outstanding insurance claim in progress at the time of death – for example, a repair or replacement for a device that had been lost or damaged – you should raise this specifically with the bereavement team at the time of notification. They can advise whether the claim can be completed or whether it lapses with the account.
O2 Insure premiums paid in advance are not automatically refunded on account closure. The bereavement team is the right point of contact for any questions about the policy.
If the phone itself is relevant to the estate: The handset is a physical asset. Whether it was covered by insurance or owned outright, it can be kept, sold, or traded in by the estate. See the section below on O2 Recycle if you want to understand its trade-in value.
Source: O2 Insure help page
O2 Priority – what happens to the rewards account
O2 Priority is a free rewards app for O2 mobile and Virgin Media broadband customers. It gives access to exclusive discounts, prize draws, early event ticket sales, and monthly treats such as discounted cinema tickets and food offers. There is no cash balance, subscription fee, or ticket wallet that accumulates over time – Priority is an access privilege tied to being an active O2 customer.
When the O2 account closes, O2 Priority access ends. There is no credit or balance to recover, and no residual account to deal with separately. If the deceased had downloaded the Priority app or saved any offers, those cease to function when the O2 account is closed. No action is needed beyond notifying O2 of the death.
O2 Priority is also available to Virgin Media broadband customers independently of their mobile account. If the deceased had Virgin Media broadband but no O2 mobile, their Priority access would have been tied to the Virgin Media broadband account – not an O2 account. In that case, notify Virgin Media separately (see our Virgin Media bereavement guide).
O2 business accounts
O2 offers business mobile contracts for sole traders, SMEs, and larger organisations. If the deceased was the named account holder or sole director on a business O2 account, the situation is more involved than a personal consumer account.
Sole trader accounts: If the deceased ran a business as a sole trader and held the O2 business account in their own name, the bereavement team (0800 090 1820) can handle the account closure. As with consumer accounts, the process involves confirming account details and discussing any outstanding device finance. The estate is responsible for settling the business’s liabilities, which may include the O2 account balance.
Limited company accounts: If the O2 account was held in the name of a limited company rather than an individual, the death of a director does not automatically close the account or affect its legal standing. The company continues to exist, and its contracts – including the O2 account – remain live until actively cancelled by an authorised person (surviving director, administrator, or liquidator). If you are dealing with a company bereavement, you will need to work through O2’s business account team rather than the consumer bereavement line.
Multiple lines on a business account: Some small businesses hold multiple SIM cards on a single account. If you are closing lines for a sole trader, the bereavement team can advise on each line individually.
For complex business estate matters – especially limited company accounts, partnership accounts, or accounts held in a trading name – it is advisable to seek guidance from a solicitor alongside the O2 conversation.
O2 and the handset: trade-in and estate value
The phone itself is a physical asset belonging to the estate. If the deceased owned their handset outright (not on a device finance plan), it can be kept, sold, or traded in.
O2 Recycle allows handsets, tablets, and other devices to be traded in for cash, credited to a phone bill, or paid by cheque. Any family member can use O2 Recycle to assess the device’s value – you do not need to be the original account holder. To get a quote, visit o2.co.uk/guides/how-to-recycle-your-phone, enter the device details, and receive a value estimate. Payment goes to a nominated bank account or by cheque.
If the handset was on a device finance plan: The phone was effectively security against the loan until the balance was fully paid. Once the outstanding Device Plan balance is settled from the estate, ownership transfers and the estate can then decide what to do with the device – including trading it in via O2 Recycle or selling it privately.
Device condition and data: Before trading in or selling any device, ensure all personal data has been wiped. A factory reset is the standard approach. If the deceased’s phone contains information relevant to estate administration – contacts, account numbers, authentication apps – this may need to be addressed before wiping. A solicitor or digital estate specialist can advise if this is a concern.
Virgin Media Mobile customers
This section is important. If the deceased had a Virgin Media Mobile account, you need to contact O2’s bereavement team separately – not just Virgin Media.
Virgin Media Mobile runs on O2’s network. The two brands operate under the combined Virgin Media O2 business, but they maintain separate customer accounts. Notifying Virgin Media (broadband, TV, phone) does not automatically close a Virgin Media Mobile account – and vice versa.
If the deceased had Virgin Media Mobile:
- Call O2’s bereavement team: 0800 090 1820 (same number as for O2 customers)
- Or email: Bereavement&Criticalillness@virginmediao2.co.uk
The team handles both O2 and Virgin Media Mobile accounts. You can deal with both in the same call if you have the relevant account details to hand.
If the deceased also had Virgin Media broadband, TV, or home phone, you will need to contact Virgin Media’s bereavement team separately on 0800 952 2302. See our Virgin Media bereavement guide for full details.
In short: one call covers O2 and Virgin Media Mobile. A separate call covers Virgin Media’s home services.
Giffgaff accounts – a note
If the deceased used giffgaff, that account is entirely separate from O2 and must be notified through giffgaff’s own bereavement team.
Why the confusion arises: giffgaff runs on O2’s mobile network and is owned by Telefónica, O2’s parent company. Despite these connections, giffgaff and O2 operate completely separate customer databases. Contacting O2’s bereavement team will not close a giffgaff account.
To notify giffgaff: Email bereavementteam@giffgaff.com with the deceased’s name, mobile number, registered address, and giffgaff member username (if known). A death certificate copy is required. There is no phone line – giffgaff is entirely online.
See our giffgaff bereavement guide for the full process, including what happens to goodybag credit, auto-renewals, and number porting with giffgaff.
How long it takes
O2 aims to process disconnection requests within seven working days of receiving your notification. This means the account is closed and no further charges are applied after that point.
Clearing any remaining account balance takes a little longer – O2 quotes up to 14 days for the balance to be settled and any outstanding statements to be issued.
If you are transferring the number to a new account, the process also takes within seven working days once the new account is set up. You will need to complete a new Pay Monthly or Pay As You Go registration first.
A few things can slow the process:
- Missing account details (the mobile number or account number speeds things up considerably)
- A dispute over an outstanding device finance balance
- High call volumes at the bereavement team during busy periods
If you have not heard back within two weeks, it is worth following up by email to confirm the account has been closed.
Tips and things to watch out for
Check for linked agreements. If the deceased had both an O2 Airtime Plan and a Device Plan (O2 Refresh), make sure you cover both in your call. The ETF waiver applies to the Airtime Plan; the Device Plan balance is a separate conversation.
Ask about the final bill. Before the call ends, ask the agent to confirm whether there is an outstanding balance and when you will receive the final statement. This avoids surprises later.
Stop the direct debit – but wait. If you have access to the deceased’s bank account, it can be tempting to cancel the direct debit immediately. Hold off until the account is confirmed as closed, as an early cancellation can complicate the final bill process and may generate a default notice.
Keep a record. Note the date you called, the name of the agent, and any reference number they give you. If a dispute arises later about the final bill or an alleged ETF, this is your evidence.
Request the PAC code before closing. If there is any chance you will want to keep the number – now or later – ask for the PAC code during the notification call. Once the account is closed, the number is released permanently.
Understand the Volt impact before you call. If the household has Volt benefits across O2 and Virgin Media, work out which account holds the O2 element before notifying O2. Closing the O2 account ends the Volt discount for the Virgin Media account holder too.
Life Ledger saves time. If you are notifying multiple providers at once, O2’s partnership with Life Ledger means you can submit a single notification that covers O2 alongside other providers. It doesn’t replace the bereavement team for complex queries, but it is a useful option for straightforward disconnections.
Other telecoms providers. If the deceased had accounts with other mobile or broadband providers, see our guides for Vodafone, EE, Virgin Media, BT, Sky, Three, giffgaff, and iD Mobile.
Summary
Call O2’s bereavement team on 0800 090 1820 (free, seven days a week). Have the mobile number or account number ready, along with your name and relationship to the deceased. Early termination fees are waived as a published policy. Any outstanding device finance – whether through a standard loan or an O2 Refresh Device Plan – remains a liability of the estate, not of individual family members.
The account will be closed within seven working days. If you want to keep the deceased’s number, request the PAC code before the account is closed – once the number is released, it cannot be recovered. A PAC code is valid for 30 days.
If the deceased was on O2 Refresh, the Device Plan is a Consumer Credit Act regulated credit agreement. The estate owes that balance; it is not cancelled on death. Speak to the bereavement team about the amount outstanding and the process for settling it.
If the deceased had Volt benefits, understand the impact on the surviving household member’s Virgin Media account before the O2 account closes.
If the deceased had O2 Insure, the policy closes with the account. Any in-progress claims should be raised at the time of notification. If the deceased had O2 Priority, there is no balance to recover – it simply ends when the account closes.
If the deceased had Virgin Media Mobile, the same phone number applies – one call covers both. For Virgin Media broadband or TV, call Virgin Media separately on 0800 952 2302.
If the deceased had giffgaff, that is a separate account requiring separate notification to bereavementteam@giffgaff.com.
Information verified against O2’s bereavement help page at o2.co.uk/help/account/manage-your-account/bereavement, O2 Insure information at o2.co.uk/help/digital-services/o2-insurance, and O2 Refresh Device Plan CCA Terms at o2.co.uk/termsandconditions/mobile/o2-refresh-device-plan-cca-term-and-conditions. Last verified: June 2026.