What happens to someone’s mobile phone account when they die? (UK)

Five years ago, it was often difficult to extract information from UK mobile operators when asking them what their policies were relating to mobile phone account closure for someone who had died.

In 2013, asides from O2 who came back straight away with a clearly thought through policy, other operators while helpful, were ambiguous in their response on whether or not they would expect next of kin or family to cover the costs of the remaining months and/or handset under contract. Three’s response was both unhelpful and unclear — I suspect — because they didn’t have a policy in place.

As of 2017, the main operators’ policies are clearer in their approach with more clarity around matters including what happens to outstanding bills and handsets.

Here’s a line up of the major UK mobile operators and what they outlined as their account closing policies for someone who has died.

O2

O2 came back immediately with a response. A family member/friend/solicitor who is dealing with the estate should call the O2 Bereavement Team on 0344 463 0244 (or the Customer Service Team on 0344 809 0222 who’ll pass them through to the right team) so that they can discuss what to do with the account. There are four options:

1. Disconnect and close the account down
2. Transfer the contract into another name with new contact details. The new account owner becomes responsible for future bills (subject to the usual credit check)
3. Transfer the number over to Pay & Go
4. Issue a Port Authorisation Code (PAC) to enable the number to be taken to another provider

Death Certificate requirements
For any of these options, O2 would need details or a photocopy of a death certificate. As a general rule, if O2 is asked to completely disconnect and the contract is more than 6 months old, they can take the details of the certificate over the phone. If the contract is less than 6 months old or the estate executor wants to keep the number on Pay & Go or transfer the account into another name, O2 will need a photocopy of the certificate to be sent to them.  They do reserve the right to ask for a copy of the death certificate whichever option they choose.

Does the family pay out the remainder of the contract?
At the time that O2 is called by the family member/friend or solicitor to advise O2 of the situation, they will give the above mentioned options and try to sort out what the caller would like to happen during one call to avoid any further stress through additional calls.  O2 can also change the correspondence address. The company would not expect any further monies to be paid by the deceased’s family or estate, and all balances would be cleared, subject to satisfactory checks on the account.

Subject to satisfactory checks, Option 1 would mean the account is closed with nothing to pay. Option 2 would mean no early termination fees to pay for the remainder of the contract term of the deceased (O2 would suggest the customer looking to transfer the number take out a SIM only deal if they wanted to continue to use the account). Option 3 would mean the contract account is closed with nothing to pay and Option 4 would mean no early termination fees to pay for the remainder of the contract and the number can be transferred to a different network.

Vodafone

Vodafone was also helpful in responding. They have a dedicated Bereavement Team whose entire remit is to deal sensitively and efficiently with relatives or executors of customers who have died.  It’s a small team, so the likelihood is that relatives will be dealing with same person throughout whilst closing down the account.  Customers should dial 191 to reach the customer service team and ask to be connected. Contact the Vodafone bereavement team.

Death Certificate requirements

Vodafone asks for appropriate details from the death certificate. Receipt of the death certificate details enables the team to take actions on the account but under DPA legislation, it does not give access to relatives or executors.

Does the family pay out the remainder of the contract?

Vodafone would look at each case individually but normally they would cancel the number that was used by the customer and waive any outstanding charges.

EE

EE stemmed from the joining of Orange and T-Mobile in 2010 – so the policy extends across all Orange and T-Mobile accounts as well.

If a customer dies while still under a contract with EE, they request that a family member or net of kin informs them as quickly as possible to close the account immediately. They appreciate that it’s a difficult time for everyone involved and do all they can to help with dealing with closing the account, quickly and easily.

Death Certificate requirements

EE no longer requires a death certificate when requesting account closure for someone who has died.

Does the family pay out the remainder of the contract?

A representative did say that if the family member or next of kin chose to, it is possible for them to take over the account. EE closes accounts without any cancellation fees if a customer has passed away according to an EE representative.

As well as closing the account without any cancellation fee, EE also writes-off any outstanding debt the customer might have owed on their account.

Three

When asking for a policy update in early 2015, Three’s approach was clearer than in previous years. A representative for Three said “to cancel the contract/close the account of someone who has passed away, the next of kin/family/friend just needs to get in touch with their contact centre and provide a copy of the death certificate. This will then ensure that everything will be closed up.”

Does the family pay for the remainder of the contract?

According to the representative, “by showing the death certificate, this will ensure that the account is closed free of charge or allow a change of ownership to be organised.”

[Waiting from Three for 2017 update].