Sorting out a loved one’s Sky account is one of many practical tasks that falls to families in the days after a death. Sky TV, broadband and mobile are ongoing subscriptions that continue to bill until you notify Sky – so it’s worth contacting them as soon as you are ready. This guide explains how to get in touch with Sky’s bereavement team, what you’ll need, what happens to each service, and the things to look out for when closing or transferring an account.
Quick reference:
- Phone: 0333 202 0912 (Sky’s dedicated bereavement line)
- Online help page: sky.com/help/articles/deceased-sky-account-holder
- Death certificate: a copy (scan or photo) may be requested
- Equipment: must be returned within 60 days – charges apply if not returned
- Early termination fees: Sky’s published policy does not confirm an automatic waiver for bereavement – confirm directly with the team
How to notify Sky
Sky has a dedicated bereavement team for handling these situations with care. They can close the account or transfer it to another person’s name.
By phone
Call 0333 202 0912. This is the number widely reported by bereavement notification services for Sky’s specialist team (sources: broadband.co.uk, Life Ledger). 0333 numbers are charged at standard national rates – they are included in most mobile and landline call packages.
Sky’s help page at sky.com/help/articles/deceased-sky-account-holder offers a “call us” option that reveals the current contact number – worth checking in case the number has changed since this guide was written.
When you call, have the following to hand:
- The account holder’s name and the address associated with the Sky account
- The Sky account number (shown on bills or in the Sky app under My Account)
- The date of death
- Whether you want to close the account or transfer it to another person
Sky’s team will guide you through the rest. You don’t need to have a death certificate ready for the initial call – they may ask you to send a copy at a later stage.
By online messaging
Sky’s help page also offers a messaging option. This can be useful if you prefer not to speak on the phone, or if you’re working through bereavement administration at an unusual time. Visit sky.com/help/articles/deceased-sky-account-holder and select the messaging route.
Sky Mobile: notify separately
Sky Mobile operates separately from Sky TV and broadband. If the deceased had a Sky Mobile contract, contact the Sky Mobile team directly. The Sky community forum has noted instances where callers trying to close a Sky Mobile account after a bereavement were incorrectly routed to the home broadband team – so be clear at the start of the call that you are dealing with a Sky Mobile account specifically.
Source: sky.com/help/articles/deceased-sky-account-holder, last verified March 2026.
What documents you’ll need
Sky’s documentation requirements are straightforward compared to those of banks or insurers. You do not need to produce a death certificate immediately – but Sky may request a copy (scan or photograph is accepted) before completing the account closure.
| Document | Details |
|---|---|
| Account identifier | Sky account number, or the email address or phone number registered to the account |
| Deceased’s details | Full name, date of birth, date of death, and usual address |
| Death certificate | A scanned copy or clear photograph – Sky may request this during the process |
| Your details | Your name, relationship to the deceased, phone number and email address |
| Preferred correspondence address | Where you’d like final bills or correspondence sent |
You do not need an original death certificate for Sky. However, you will need certified copies 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). It is worth ordering several at the time of registration.
What happens to the Sky account
Once you have notified Sky, you will be asked whether you want to close the account or transfer it to another person. This covers all the services held under the account – Sky TV, broadband, Sky Q, and Sky Stream.
Closing the account
Sky will cancel all services on the account. Any credit balance will be refunded to the estate. Any outstanding balance owed to Sky is a debt of the estate – you are not personally liable as the person making the notification.
Direct debits will continue until the account is formally closed, so the sooner you notify Sky, the less there is to reclaim. If you cannot get through by phone, use the online messaging route – this creates a dated record of when you first made contact.
Transferring the account to another person
If another household member wants to keep the broadband running or continue with Sky TV, Sky can transfer the account into their name. This avoids any service interruption. The new account holder will typically be placed on a new or updated contract.
This is often the better option if the services are actively used – closing and reactivating broadband can take time and may require a new installation.
Joint accounts
Telecoms accounts are usually held in a single name, even when a household has two occupants. The surviving partner is not automatically a joint account holder – they are a service user on the account. This means the account will need to be transferred to the surviving partner’s name, not simply updated.
Sky TV subscriptions (Sky Sports, Sky Cinema etc.)
All add-on subscriptions – Sky Sports, Sky Cinema, Sky Kids – sit under the main account and will be cancelled or transferred along with it. You do not need to contact Sky separately about individual channels or packages.
Sky equipment
Sky loans much of its equipment to customers for the duration of their subscription. When an account closes, Sky will ask for certain items to be returned.
Equipment that must be returned:
- Sky Q box (1TB or 2TB)
- Sky Q Mini boxes
- Sky Q Hub (broadband router)
- Sky Max Hub or Sky Broadband Hub
- Sky Max Pods and Sky Broadband Boosters
You have 60 days from the date the service ends to return equipment. Sky will send a returns package with a pre-paid label. Keep proof of postage.
Non-return charges (source: sky.com/help/articles/charges-for-not-returning-sky-q-equipment, last verified March 2026):
| Item | Non-return charge |
|---|---|
| Sky Q 2TB box | up to £135 |
| Sky Q 1TB box | up to £117 |
| Sky Q Mini box | up to £52 |
| Sky Gigafast+ Hub | up to £112 |
| Sky Max Hub | up to £75 |
| Sky Broadband Hub | up to £53 |
| Sky Max Pod | up to £58 |
| Sky Broadband Booster | up to £33 |
Bereavement exception: Sky’s equipment returns page states: “If you’ve recently experienced a bereavement and we’ve asked you to return Sky equipment, please let us know. We’ll handle your situation with care and will waive any charges.” (Source: sky.com/help/articles/charges-for-not-returning-sky-q-equipment.) Tell the bereavement team about this when you call, and confirm in writing that any equipment return charges have been noted as a bereavement situation.
Early termination fees
Sky charges early termination fees (ETFs) when a contract is cancelled before the end of its minimum term. The general charge is calculated at around 60% of the remaining contract cost (source: sky.com/help/articles/charges-for-ending-your-sky-contract-early).
Sky’s published ETF guidance does not explicitly confirm an automatic waiver for bereavement. This is different to some providers – BT, for example, explicitly waives early termination fees on bereavement (see our BT bereavement guide).
When you call Sky’s bereavement team, ask directly: “Will any early termination fee be waived given that this is a bereavement?” Make a note of the adviser’s name and what they confirm. If an ETF appears on the final bill and you were told it would be waived, challenge it in writing and refer to the name of the adviser.
In practice, many families report that Sky does not pursue early termination charges in genuine bereavement cases – but this is not something Sky has published as policy, so do not assume it.
How long does it take?
For a straightforward closure – one account, no transfer, no disputed charges – Sky typically completes the process within one to two weeks of receiving the notification.
If you are transferring the account to a new holder, the transfer can often be completed within a few working days, though the new account holder will be placed on updated contract terms.
Bills will continue to be generated until Sky formally closes or transfers the account. If a direct debit is in place, it will continue to charge until that point.
Tips and things to watch out for
Act sooner rather than later. Sky does not automatically find out when an account holder dies. The account will continue to generate bills until you contact them. Every week of delay means more to reclaim from the estate.
Sky’s own page does not display a phone number directly. Sky’s help page at sky.com/help/articles/deceased-sky-account-holder prompts you to select “call us” to reveal the number. The number 0333 202 0912 is widely cited by third-party bereavement notification services, but always check Sky’s page directly to confirm the current number before calling.
Sky Mobile is separate from Sky TV and broadband. If the deceased had a Sky Mobile contract, this is held under a different account and must be notified separately. Check for any Sky Mobile bills or look in the Sky app.
Tell Us Once does not cover Sky. The government’s Tell Us Once service notifies government departments in one step but does not extend to private telecoms companies. You need to contact Sky directly.
Check for a Sky email address. Sky used to provide email addresses to broadband customers (sky.com or btinternet.com via legacy arrangements). If the deceased used a Sky email address, access to it will end when the account closes. Archive important emails before you cancel.
Direct debit cancellation. Do not cancel the direct debit with your bank before Sky has confirmed the account is closed. If there is an outstanding balance owed to Sky, cancelling the direct debit first can complicate the final settlement and may result in a debt being passed to a collections team.
Keep records. When you speak to the bereavement team, note the date, time, adviser’s name, and what was agreed. Request a written confirmation of the account closure or transfer when the process is complete.
Summary
To notify Sky of a bereavement, call 0333 202 0912 or visit sky.com/help/articles/deceased-sky-account-holder to access Sky’s messaging option. Have the account number, the deceased’s name and address, and the date of death ready.
Sky can close the account or transfer it to another person. Equipment must be returned within 60 days – Sky has confirmed it will waive non-return charges for bereavement situations. Early termination fees are not explicitly confirmed as waived – ask directly and get confirmation in writing.
For related guides, see our pages on BT (the closest comparison – similar telecom setup with explicit bereavement waiver), Barclays, and British Gas.