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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’ll 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 bereavementteam@o2.com or, for customers with a terminal illness, longtermillness@o2.com. If you’d prefer, you can write to us at:

O2 Bereavement Team,
PO Box 694
Winchester
SO23 5AP

Using a Power of Attorney for ongoing account management

If you have a Power of Attorney (or similar) to act on behalf of a customer, we can record this on the account to help you manage their O2 services. To add a Power of Attorney, please call the Access for You team on 03444 632 669. They’re available Monday to Friday 9am-6pm.

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