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Closing accounts due to bereavement or terminal illness

Help and support

We have a team dedicated to supporting bereaved customers and those who have been diagnosed with a terminal illness.

Our Customer Relations team can help with closing an account, arranging to transfer the account to Pay As You Go or, following a successful credit check, moving the phone number to a new Pay Monthly account.

We try to make it as easy as possible for you. If the account holder is terminally ill, we’ll need medical evidence such as a letter from the doctor or a power of attorney document. If the account holder has passed away, we may need a copy of the death certificate.

The team are available Monday to Friday 8am–4.30pm. You can reach them by phone on 0800 090 18 20, by email at or, for customers with a terminal illness, If you’d prefer, you can write to us at:

O2 Bereavement Team,
PO Box 694
SO23 5AP

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