How to tell us if an account holder has passed away
We’re sorry to hear about your loss. We know this can be a difficult time, so we’ll do everything we can to help you make the necessary changes.
What would you like to do?
We know how overwhelming it can be dealing with the practical affairs that come with the loss of a loved one, especially when grieving. To make the process as simple as possible select what you’d like to do by expanding the two dropdowns below:
If you’re looking to disconnect an account holder’s Virgin Media services altogether, then you can do this easily online by filling out our bereavement disconnection form.
Or, if you’d prefer to speak to us over the phone, give us a call on 0800 952 2302.*
If a customer with Volt benefits has passed away, you can manage their O2 mobile account by visiting O2’s bereavement page.
*You can call us between 8am to 5:45pm Monday - Friday, and 9am to 4:45pm on Saturdays. Please note that lines are closed on Sundays.
To transfer the account into another person’s name without any other changes, you’ll need to download and complete our Bereavement Transfer form and email it back to us. Once you’ve sent the form, we’ll update the account within 7 days.
To make changes to the account at the same time as transferring it to another person’s name, please give us a call on 0800 952 2302.*
If a customer with Volt benefits has passed away, you can manage their O2 mobile account by visiting O2’s bereavement page.
*You can call us between 8am to 5:45pm Monday - Friday, and 9am to 4:45pm on Saturdays. Please note that lines are closed on Sundays.
What details you’ll need
Whether you’re transferring the account into your name or closing it altogether, you will need:
This includes the account holder’s name, contact number and address, plus their Virgin Media account details like their account number and area reference number. These can usually be found on the account holder’s eBill on their My Virgin Media account or on a paper bill they’ve received in the post. We’ll also ask for the death certificate number and the address of the registry office (although this is optional if you’re disconnecting).
As well as the account holder’s details, we’ll also require yours so we can contact you if needed, especially if you’re transferring the account into your name. We will need your name, address, contact number and email. We also recommend having your bank details to hand if you’re choosing to transfer the account into your name.
What will happen next?
Once you’ve filled out the relevant form with the right documentation, we’ll get to work updating the account, usually within 7 days.
If you opted for our transfer service, we’ll be in touch when we have received the completed form with everything else you need to know. For those closing an account, you’ll get an email and letter from us with more details 24 hours before we disconnect the account.
If you need any further help or assistance, please don’t hesitate to call us on 0800 952 2303.
What to do if the account holder is critically ill
We know this may be a difficult time, so we’re here to help make any changes you may need for Virgin Media broadband, TV and phone accounts.
To report a critical illness, simply call our dedicated team on 0800 952 2302. Don’t worry if you’re not the account holder, we’ll still be able to help – just make sure you have their details to hand when you call.
You can call us between 8am to 5:45pm Monday - Friday, and 9am to 4:45pm on Saturdays. Please note that lines are closed on Sundays.