Letting us know about a bereavement

This will depend on how you’ve decided to cancel their account: 

Cancelled without moving their number to another network

We’ll set the cancellation date to the next bill date. This is to make sure a higher bill isn’t created. 

Cancelled and moved their number to another network 

Their account will be cancelled as soon as the PAC is used. If it’s not used, the account will be cancelled 30 days from when the PAC was originally requested.  

Don’t worry – we’ll make sure the balance is cleared at the time of cancelling. 

Yes. Our bereavement team will get in touch to help you to arrange this. Please note this will be subject to a successful credit check. 

Yes. We can change the ownership of both Pay As You Go and Pay Monthly accounts. Please note that this will be subject to a successful credit check. Or you can transfer the number to a different network provider.

No. Life Ledger will send us all the information we need. If you’ve used Life Ledger, we’ll email you to confirm when the account has been cancelled. 

If you call to cancel the account, we’ll confirm the cancellation date with you then. We’ll also send a final bill which can be used as written confirmation of account cancellation. 

Once we’ve received the required information from the executor of the estate, we’ll begin taking action to close the account. We won’t ask for the device or sim to be returned as part of this process. 

The sim will stop working when the account is cancelled.

Unfortunately, we’re unable to move pay monthly accounts to Pay As You Go when the account holder has passed away. This is due to system limitations. We do have other options which allow you to keep the number. These include providing a PAC or processing a change of ownership. 

We’ll still be able to process requests when a person has passed away abroad. You’ll need the death certificate to report this to us. 

If you need the account to remain active for longer to help with arrangements, please let us know and we’ll support you in any way we can. 

We are unable to send cheques. However, we can process refunds directly to the executor of the estate after the relevant information has been received.