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 an important point for families of Virgin Media Mobile customers, who will need to contact O2 separately.
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.
What to tell them:
When you call or write, you’ll 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’ve made contact, O2 will take it from there. They’ll 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, subject to a credit check) 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.
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. You will not be charged for the remaining months on a fixed-term agreement simply because the contract cannot run to its end date.
However, there are two things that 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. You or the executor should discuss this with the bereavement team, who can explain the outstanding amount and how to settle it.
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 & 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.
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 have a published automatic refund policy for PAYG credit on death, but 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 credit is not a legal entitlement from the estate in the same way as a bank balance – but it is worth asking about rather than leaving it.
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.
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’ll 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 haven’t heard back within two weeks, it’s worth following up by email to confirm the account has been closed.
Tips and things to watch out for
Check for linked accounts. If the deceased had both O2 mobile and a device on finance, make sure you cover both – the airtime contract and the device loan are treated separately and may need separate discussions.
Ask about the final bill. Before the call ends, ask the agent to confirm whether there is an outstanding balance and when you’ll 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.
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’s 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, Virgin Media, BT, and Sky.
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 remains a liability of the estate. The account will be closed within seven working days.
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.
Information verified against O2’s bereavement help page at o2.co.uk/help/account/manage-your-account/bereavement. Last verified: May 2026.