If you’re a relative or friend of someone who has recently passed away, we’re very sorry for your loss. It’s a difficult time, and your loved one’s phone network shouldn’t add to that. We want to make the process for closing their phone plan and disconnecting the line as hassle-free as possible. Here’s what you need to do:
How do I notify iD Mobile about a bereavement?
First, you’ll need to notify us that the account holder has passed away. Here’s how:
- Live Chat.
To make things easy with closing the account, we can accept an image of the death certificate via our Live Chat service. If you have a physical copy of the death certificate, please take a clear photo of the document before starting a chat session. Once you are through to an agent, we will ask you for the account holder’s full name as it appears on their account, their iD Mobile number and for you to upload the image of the death certificate. We will then review the details and take appropriate action.
Click here to speak to our Live Chat team. Type ‘Bereavement’ to connect to an agent.
What happens next?
Once we receive notification that the account holder has passed away, we’ll put any collection of money on hold for 21 days. Once we receive the death certificate and process this evidence, we will disconnect the account and deactivate the direct debit within 72 hours. This may take a little longer on weekends. Any balance remaining on the account, including the cost of early termination, is not pursued. If the plan included a phone, this doesn’t need to be returned either.
Please note: It’s not possible to keep the account open and transfer it to another person’s name, or request a PAC code to port the number to another network. If the account was already being used by someone other than the person who has passed away, it may be possible to issue a PAC. We assess this on a case-by-case basis.
If you’ve suffered a family bereavement.
We are tremendously sorry if you’ve lost a family member. If this is the case, we can put any collection of money on hold for up to 30 days. That means you won’t be pursued for any money you owe on your iD Mobile account, and you won’t be required to provide evidence.