Sorting out a loved one’s Virgin Media account is one of many practical tasks that falls to families after a death. Virgin Media broadband, TV, and phone services continue to bill until you notify them – so it is worth getting in touch as soon as you feel ready. This guide covers how to contact Virgin Media’s bereavement team, what to have to hand, what happens to the account, what to do about equipment, and the things worth watching out for – including Volt benefits, Virgin Media Mobile, and a common mix-up with Virgin Money.
Quick reference:
- Phone: 0800 952 2302 (Mon–Fri 8am–9pm, Sat–Sun 8am–8pm)
- Online disconnection form: virginmedia.com/help/bereavementdisconnection
- Account help page: virginmedia.com/help/bereavement
- Processing time: 7 days for transfer or disconnection
- Equipment: must be returned after disconnection – non-return charges apply
- Early termination fees: not automatically waived – ask the bereavement team and get any waiver confirmed in writing
- Tell Us Once: does not cover Virgin Media – you must contact them directly
How to notify Virgin Media
Virgin Media has a dedicated bereavement team you can reach by phone or via an online form. Either option works – choose whichever feels more manageable.
By phone:
Call 0800 952 2302, Monday to Friday 8am–9pm, Saturday and Sunday 8am–8pm. This is a freephone number. The team handles bereavement cases for Virgin Media broadband, TV, and home phone accounts. When you call, the adviser will ask you to confirm the account holder’s name, address, account number, and the date of death. Have these to hand if you can, but do not worry if you are missing details – the team can look up accounts with partial information.
By online form:
Visit virginmedia.com/help/bereavementdisconnection to complete the online bereavement disconnection form. The form can be completed by a family member, solicitor, or executor. You will be asked to choose which services the account covers (broadband/TV/landline, mobile only, or all services), and to provide the account holder’s details and the registry office address and death certificate number. Processing takes 7 days.
If you want to transfer the account to another person rather than close it, you can download the Bereavement Transfer Form from virginmedia.com/help/bereavement. This option is useful if a partner or family member needs to keep the broadband or TV running at the same address. Transfer updates also process within 7 days; if you want to make other changes to the service at the same time (such as changing the package), you will need to call.
If the deceased had Volt benefits (combined Virgin Media and O2):
Customers with both Virgin Media broadband and an O2 mobile plan on a Volt deal can use a separate number. Call 0800 090 18 20 (Mon–Fri 8am–5:45pm, Sat 9am–4:45pm) to handle both accounts together, or manage the O2 account separately through O2’s bereavement page. See the Volt section below for what this means for surviving family members who also have O2.
Important – Virgin Media Mobile is separate:
If the person who died had a Virgin Media Mobile account (phone contract), this is handled by O2 and must be notified through a different channel. See the section below on Virgin Media Mobile. Notifying the broadband and TV team does not automatically close the mobile account.
What documents you will need
Whether you use the phone or the online form, you will need some basic information about the account and the death. You do not need to send original documents.
| What you need | Notes |
|---|---|
| Deceased’s full name and address | As registered on the account |
| Account number | Shown on bills; cable accounts also have an area reference number |
| Date of death | Required for all notifications |
| Registry office details | The form asks for the registry office address and death certificate number |
| Your name and contact details | Phone number and email; and your relationship to the deceased |
| Executor or solicitor details | Only needed if acting in a professional capacity |
Virgin Media does not require you to send a physical death certificate for a standard disconnection or transfer request. The online form asks for the certificate number and the issuing registry office, which allows them to verify the information. If you are dealing with a more complex estate (for example, if there are outstanding bills or disputed charges), you may be asked to provide additional documentation – the bereavement team will advise if so.
What happens to the account
Billing and direct debits
Once Virgin Media has processed the bereavement notification, the account will be closed or transferred and any direct debit payments will stop. Billing continues up to the date Virgin Media processes the closure – this is typically within 7 days of submitting the form or calling.
If payments have been made by direct debit after the date of death and before the account is closed, Virgin Media will arrange a refund of any amounts paid beyond the closing date. If there is a credit balance on the account at closure, Virgin Media will refund it. If there is an outstanding balance (for example, a bill unpaid at the time of death), this becomes a debt of the estate and is dealt with by the executor. The person calling to report the death is not personally liable for the deceased’s debts.
Practical note on direct debits: If the direct debit is set up from a bank account you are also in the process of closing, keep that account open long enough for any final bill or refund to clear. Final bills and refund payments can take a few weeks to settle after the account closes.
Email account (90 days’ access)
If the deceased had a Virgin Media email address (ending in virginmedia.com or ntlworld.com), the account can be kept open for up to 90 days after the main account is closed. This gives executors and family members time to retrieve important emails – for example, correspondence with solicitors, pension providers, or HMRC. Ask the bereavement team to activate this option when you call or use the form.
Joint accounts
If the deceased held a joint Virgin Media account with a partner, the surviving account holder can take over the account in their own name. Use the Bereavement Transfer Form to request this. The service will continue uninterrupted while the transfer is processed, which takes up to 7 days. If the surviving account holder also wants to change the package (for example, downgrading to broadband-only), they will need to call to request changes at the same time.
Broadband-only accounts vs TV and broadband bundles
Virgin Media serves different types of customers, and the process is the same regardless of which services the deceased had – but it is worth knowing which services are covered when you call, to make sure everything is included.
- Broadband only – the most common scenario. The hub (router) will need to be returned.
- TV and broadband bundle – includes a TV box (V6 or 360) as well as the hub. Both items need to be returned.
- Full bundle (broadband, TV, and home phone) – all three services are closed or transferred together when you make a single notification.
- TV streaming only (Virgin TV Stream) – Stream is an app-based service that does not require a TV box return. However, any Stream box or streaming stick is Virgin Media’s property and must be returned.
If you are unsure which services the deceased had, look at their most recent Virgin Media bill – it will list all active services and the monthly charge for each.
Early termination fees
If the deceased was within a minimum contract term (typically 18 or 24 months), Virgin Media’s published terms and conditions do not explicitly state that early termination fees are waived for bereavement. There is no confirmed automatic waiver in their published policy (last checked June 2026, virginmedia.com/legal/fibre-optic-services-terms-conditions/early-disconnection-fees).
In practice, some families report that Virgin Media waives fees as a goodwill gesture – but this is not a published entitlement. When you contact the bereavement team, ask explicitly whether an early termination fee will apply and, if they say it will be waived, ask them to confirm that in writing (email is fine). Do not assume it is waived without confirmation.
Equipment return
Virgin Media loans broadband hubs and TV boxes to customers – they remain Virgin Media’s property. When the account closes, this equipment must be returned.
What needs to come back:
- Virgin Media Hub (Hub 3, Hub 4, Hub 5, or Hub 5x)
- Virgin TV box (V6 box or 360 box)
- Stream box or streaming stick
- WiFi Pods (OCM Pods)
How the return works:
After disconnection, Virgin Media will send free prepaid packaging to the address on the account. If it has not arrived within 10 days, you can request a replacement prepaid pack via the returns page at virginmedia.com/help/return-or-recycle-equipment.
If the family home is being vacated or cleared and the packaging needs to go to a different address, ask the bereavement team to redirect it when you call. They can arrange for packaging to be sent to any UK address. Equipment can also be dropped off via Yodel at participating locations – keep your Yodel receipt as proof of return.
Accessibility: If the deceased was a registered accessible customer, or if a family member cannot easily access a Yodel drop-off point, call 0345 454 1111 to arrange an alternative return method.
Non-return charges:
If equipment is not returned, Virgin Media will charge the estate for the reasonable recovery and replacement costs. They will notify the estate by text and email before raising a charge. If equipment is returned within 80 days of disconnection, any charge already raised will be reversed and a credit or cheque issued within 6 months.
There is no confirmed bereavement exemption from equipment return requirements (last checked June 2026). If the family home is being cleared and it would be difficult to return equipment, contact the bereavement team and explain the situation – but do not assume the obligation is waived.
Practical tips: Note the serial numbers of each item before packing. If you later need to dispute a charge, you can provide the Yodel tracking number to Virgin Media on 0345 454 1111 to cancel the charge.
TV recordings and scheduled programmes
When a Virgin Media TV account closes, all recordings stored on the TV box are deleted and cannot be recovered. There is no archive or download option. If the deceased had recordings that other family members might want – home videos recorded via an external device connected to the TV, for example – retrieve these before the account closes and the box is returned.
Scheduled future recordings and series links also cease when the account is closed or when the box is returned. There is no way to export these.
If there are any TV on-demand programmes or box sets that family members want to watch before the account closes, do so before the disconnection takes effect.
Volt benefits and what happens when the account closes
Volt is a joint benefit available to customers who have both Virgin Media broadband and an O2 Pay Monthly mobile plan at the same address. Volt benefits include a broadband speed boost, doubled mobile data, free WiFi Pods, and inclusive international roaming.
If the deceased had Volt, and a surviving family member also has O2:
When the Virgin Media account closes, Volt benefits linked to that account end. An O2 customer who was benefiting from Volt through the deceased’s Virgin Media account will lose the associated Virgin Media-linked benefits (such as the broadband speed boost and the data boost tied to the O2 contract). The O2 account itself remains open and must be handled through O2’s bereavement process if the O2 account holder has also died.
If a surviving partner wants to transfer the Virgin Media broadband into their own name and they also have O2, the Volt benefits may be able to continue under the transferred account. Contact the bereavement team on 0800 090 18 20 (the dedicated Volt/combined account number) to discuss this before the account is closed or transferred.
If you are transferring the account:
The Volt benefit is tied to the account and the household address. If a surviving partner takes over the Virgin Media account, and they have an O2 Pay Monthly plan, they should be able to re-link the Volt benefit. Call the bereavement team to confirm this at the time of transfer rather than after, as re-establishing Volt benefits after the fact can take time.
Virgin Media Mobile
Virgin Media Mobile runs on the O2 network and is handled by O2, not by Virgin Media’s broadband and TV team. If the deceased had a Virgin Media Mobile phone contract, you must notify O2 separately – notifying Virgin Media about the broadband and TV account does not automatically close the mobile account.
To notify O2 about a Virgin Media Mobile account:
- Phone: 0800 090 1820 (Mon–Fri 8am–7:45pm, Sat–Sun 9am–5:45pm)
- Email: Bereavement&Criticalillness@virginmediao2.co.uk
- Post: O2 Bereavement Team, PO Box Virgin Media O2, Sunderland SR43 4AA
- Online: o2.co.uk/help/account/manage-your-account/bereavement
O2 explicitly confirms that early termination fees are waived for bereavement on Virgin Media Mobile accounts – though the estate remains liable for any outstanding device loan balance (for example, if the handset was being paid for in instalments alongside the airtime plan). O2 processes the account within seven working days.
Check for a separate mobile account. Many families do not realise the deceased had a Virgin Media Mobile contract alongside their broadband and TV. Check the deceased’s bank statements for separate payments to “Virgin Media” or “O2” – these may be billed as separate line items even when both services are with Virgin Media O2.
Virgin Media and Virgin Money – an important distinction
Virgin Media (broadband, TV, and phone) and Virgin Money (banking, credit cards, mortgages, and savings) are completely separate companies operating under the Virgin brand. They are not related operationally, and notifying one does not notify the other.
If the deceased had both a Virgin Media account and a Virgin Money product, you need to contact each separately:
- Virgin Media bereavement team: 0800 952 2302 (broadband, TV, phone, Virgin Media Mobile via O2)
- Virgin Money bereavement support: 0800 678 3654 (bank accounts, savings, mortgages, credit cards)
Virgin Money is now part of Nationwide Building Society following an acquisition completed in 2024. Their bereavement process is handled by their own dedicated team. See the Virgin Money / Nationwide bereavement guide for details.
Also separate: Virgin Atlantic (flights), Virgin Trains (now Avanti West Coast), and other Virgin-branded businesses are all independent companies. A bereavement notification to Virgin Media does not affect any of these.
Tell Us Once: what it covers and what it doesn’t
Tell Us Once is a free government service you access when registering the death. It notifies government departments – HMRC, DWP (for benefits and State Pension), DVLA (driving licence and vehicle registration), the Passport Office, and local council services – about the death in a single step.
Tell Us Once does not cover Virgin Media. Private companies, utilities, and telecoms providers are not part of the service. You must contact Virgin Media directly, using the phone number or online form above.
This is a common source of confusion. Families sometimes assume that using Tell Us Once at the register office means telecoms providers have been notified. They have not. Check the gov.uk Tell Us Once page (gov.uk/after-a-death/organisations-you-need-to-contact-and-tell-us-once) for the full list of what it covers.
If the deceased was moving house
If the deceased had recently moved, or was in the process of moving, or if the estate involves a property that was about to be vacated, call the bereavement team to explain the situation. The account address on file may not match the address where equipment is located, which can complicate packaging delivery and return.
Virgin Media has a moving address process, but in a bereavement context the relevant action is to ensure the bereavement team notes the correct address for correspondence and equipment packaging. If the house is being cleared quickly, ask the team to send the packaging immediately rather than waiting for the account processing to complete.
Equipment can be returned to any Yodel drop-off point in the UK regardless of the account’s registered address, so if equipment is taken to another family member’s home during house clearance, it can still be returned locally.
How long it takes
| Action | Timescale |
|---|---|
| Account disconnection or transfer | Within 7 days of form submission or call |
| O2/Virgin Media Mobile closure | Within 7 working days |
| Refund of overpaid amounts | Arranged after account closure – allow up to a few weeks |
| Equipment return packaging arrives | Within 10 days of disconnection |
| Equipment return charge reversal | Credit or cheque within 6 months of equipment return |
| Virgin Media email access (optional) | Up to 90 days from account closure |
These are timescales based on Virgin Media’s published guidance (last checked June 2026). In straightforward cases, the account is usually closed sooner. If you are approaching 7 days and have not received confirmation, call 0800 952 2302 to follow up.
What to do if things go wrong
Virgin Media’s bereavement process is generally straightforward, but problems do arise. Here is what to do in common scenarios.
No confirmation received after 7 days: Call 0800 952 2302 and ask the agent to confirm the status of the bereavement notification. Ask for a reference number and a confirmation by email.
Direct debit still active after notification: If a payment has been taken after you notified Virgin Media, call the bereavement team and ask for a refund. Keep a note of the date you first contacted them (a reference number from the form submission helps here) and the payment date, so the team can process the refund without dispute.
Equipment charge raised before packaging arrived: If Virgin Media raises a non-return charge before the prepaid packaging has arrived, call 0345 454 1111 and explain. If packaging was not sent or was sent to the wrong address, ask them to re-send it and note the date of your call. Any charge raised while you are waiting for packaging should be resolved on return of the equipment.
ETF charge appeared unexpectedly: If you were told early termination fees would be waived but a charge has appeared on the final bill, call the bereavement team with any written confirmation you have (email or reference number). If you did not get written confirmation at the time, escalate to the bereavement team manager. Virgin Media’s Ofcom complaint process is available if the matter cannot be resolved directly: virginmedia.com/help/complaints.
Unhelpful adviser: Virgin Media’s general customer service has consistently high complaint levels. If you call 0800 952 2302 and the first adviser is unhelpful or unaware of bereavement procedures, ask specifically to speak with the dedicated bereavement team. Not all Virgin Media agents handle bereavement cases – the dedicated team has specific authority to act.
Things to watch out for
Check for a mobile account. Many families do not realise the deceased had a separate Virgin Media Mobile contract billed by O2. Check the deceased’s bank statements for separate payments to identify all Virgin Media accounts.
ETF – ask and get it in writing. Virgin Media’s published terms do not confirm an automatic waiver for bereavement. If you are told the early termination fee will be waived, ask for written confirmation before the account closes.
Equipment packaging may go to the wrong address. If you are notifying Virgin Media but the property is already vacated or about to be cleared, tell the team during the call so they redirect the packaging to a convenient address.
Direct debits. Make sure the deceased’s bank account stays open long enough for any final bill or refund to clear before you close it.
Volt customers. If the deceased had both Virgin Media broadband and O2 mobile on a Volt deal, the Volt discount ends when the Virgin Media account closes. This is automatic – there is nothing to action – but it is worth knowing if you are transferring the broadband to another family member who also has O2, because the Volt benefit may be reinstateable under the new account.
TV recordings are deleted. Any recordings on the TV box are permanently deleted when the account closes. There is no recovery option. If any recordings are important to family members, watch or copy them before the account closes.
Virgin Money is not Virgin Media. If the deceased had a Virgin Money bank account, credit card, or mortgage, that needs a separate notification to Virgin Money (0800 678 3654).
Summary
To notify Virgin Media of a death, call 0800 952 2302 (Mon–Fri 8am–9pm, Sat–Sun 8am–8pm) or complete the online form at virginmedia.com/help/bereavementdisconnection. Have the account number, date of death, and death certificate details ready.
The account will be closed or transferred within 7 days. Return all equipment using the prepaid packaging Virgin Media sends – ask them to redirect it if the property is being cleared. Non-return charges apply. TV recordings are deleted when the account closes.
If the deceased had a Virgin Media Mobile account, notify O2 separately on 0800 090 1820. If they had Volt benefits, call the combined Volt number 0800 090 18 20 to discuss both accounts together.
Ask the bereavement team about early termination fees and get any waiver confirmed in writing. Tell Us Once does not cover Virgin Media – you must contact them directly. Virgin Money is a separate company and needs a separate notification.
For other telecoms providers, see our guides for BT and Sky. For bank accounts, see Barclays, NatWest, and Nationwide.