Bereavement Support

Handling an Account
After a Loss.

We know this is a difficult time. Our dedicated bereavement specialists keep things simple, respectful, and secure while we help close or transfer services.

Priority Handling Front of the queue
Dedicated Help Specialist advisors
Simple Process Clear guidance
Contact Support Learn More
Bereavement support
Account Types

Support Tailored to Your Account

Select the account type that applies. We'll guide you through every step.

Mobile Accounts

Once the bank confirms the direct debit is cancelled, the SIM suspends automatically and terminates after 30 days.

  • Let us know within 30 days to keep the number active
  • Ownership transfers may require a credit check
  • Charges stop when the direct debit ends

Want to keep the number? Contact us within 30 days to transfer it into your name.

Business Services

We reach out to the business in writing and give time to nominate a new account lead.

  • Day 1-30: Written outreach to the business
  • Day 60: Services pause if no response
  • Day 90: All services close securely

Update us sooner to transfer ownership and avoid service disruption.

International Calling

Prepaid calling cards stop billing automatically once the linked bank account is closed.

  • Remaining balances available for 30 days
  • Family can request number porting if needed
  • Confirmation email when account is closed
Next Steps

What Happens Next

Share only what you feel comfortable with. We keep accounts safe and give you clarity.

Simple Steps

  • Tell us which services to close or transfer
  • Send a copy of the death certificate or coroner's letter
  • We confirm the update and any credit balances

Peace of Mind

  • Sensitive data stays secure and private
  • We freeze billing while we review your request
  • You choose how and when we communicate updates
Documents

Helpful Documents

Having these ready helps us process your request smoothly.

  • Death certificate copy
  • Proof of relationship (optional)
  • Account number or SIM details

Secure uploads are available once you submit the form — no need to visit a store.

We're Here to Help

Send us a message and we'll respond within one working day, or sooner if your request is urgent.

Contact Support 01908 737 500