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’s 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 what to do if the deceased also had a Virgin Media Mobile account.
Quick reference:
- Phone: 0800 952 2302 (Mon–Fri 8am–7:45pm, Sat–Sun 9am–5:45pm)
- 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: Virgin Media’s published terms do not confirm an automatic waiver for bereavement – ask the bereavement team directly and get any waiver confirmed in writing
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–7:45pm, Saturday and Sunday 9am–5:45pm. 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.
Important – Virgin Media Mobile is separate:
If the person who died had a Virgin Media Mobile account (phone contract), this is administered separately via O2 and must be notified through a different channel. See the section below on Virgin Media Mobile.
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.
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.
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 March 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 (by 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)
- WiFi Pods
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. Equipment can also be dropped off via Yodel at participating stores.
Non-return charges apply. If equipment is not returned, Virgin Media will charge the estate for the reasonable recovery and replacement costs of the equipment. 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. Virgin Media’s returns policy does not mention special provision for bereavement (last checked March 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 tip: Make a note of the equipment serial numbers before returning, so you have a record if there is any dispute about what was sent back.
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 customers remain liable for any outstanding device loan balances (for example, if the handset was being paid for in instalments). O2 also processes the account within seven working days.
If the deceased had combined Virgin Media broadband and Virgin Media Mobile (“Volt” benefits), the two accounts still need to be notified separately – to Virgin Media for broadband/TV and to O2 for mobile.
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 March 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.
Things to watch out for
Check for a mobile account. Many people do not realise the deceased had a separate Virgin Media Mobile contract – it bills separately and will not be closed when you notify the broadband team. Check the deceased’s bank statements for payments to “Virgin Media” or “O2” to identify all 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 charges can catch families out. The packaging may arrive weeks after the call, and if the house has been vacated or the family home is being cleared, equipment can get missed. When you notify Virgin Media, ask the adviser to confirm the return address and expected timeline for the packaging arriving, so you can plan ahead.
Direct debits. If the direct debit is set up from a bank account that you are also in the process of closing, make sure the bank account stays open long enough for any final bill or refund to clear.
Volt customers. If the deceased had both Virgin Media broadband and O2 mobile on a Volt deal, the Volt discount ends when either account closes. There is nothing to action here – this resolves automatically – but it is worth knowing if you are transferring the broadband to another family member who also has O2.
If you are also dealing with a BT broadband account, a Sky TV subscription, or other telecoms providers, see our guides for BT and Sky. For bank accounts, the Barclays, NatWest, and Nationwide guides cover those processes.
Summary
To notify Virgin Media of a death, call 0800 952 2302 (Mon–Fri 8am–7:45pm, Sat–Sun 9am–5:45pm) 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 – non-return charges apply. If the deceased had a Virgin Media Mobile account, notify O2 separately on 0800 090 1820. Ask the bereavement team about early termination fees and get any waiver confirmed in writing.