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.

How to contact us

By phone: Call us on 0800 090 18 20. We’re available Monday to Friday 8am – 4.30pm.

By email: Bereavement&Criticalillness@virginmediao2.co.uk.

In writing: O2 Bereavement Team, PO Box Virgin Media O2 Sunderland SR43 4AA

We also accept notifications from Life Ledger – a free death notification service that helps simplify the administrative process. Their platform allows you to contact all the companies (including O2) connected with the deceased, removing the need to have the same difficult conversation over and over again.



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