Here you can find out everything you need to know about how to cancel an account on behalf of someone else following significant life events.

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 is exactly what you need to do:

If you need to manage an account for someone deployed overseas, please let us know as soon as possible. Once notified, we will place any collection of money owed on hold for 21 days. You’ll have that time to provide evidence of the deployment, such as an Armed Forces contract suspension form from their unit Welfare Officer, or an official Ministry of Defence letter (on headed paper).

For tours of 6 months or less, we can raise a credit for their monthly plan charges for the duration of the tour, though they will still remain liable for any out-of-plan usage.

When you notify us that a customer has been imprisoned, we won’t pursue any money owed for 21 days. Within this time, you just need to send us proof, such as a covering letter on headed paper from the prison or solicitor, or official correspondence from the Police or Courts confirming the sentence.

For sentences of less than 3 months, we’ll hold all debt collection activities until the customer has been released. However, if the sentence is more than 3 months (or longer than the remaining contract period), the account will be disconnected immediately, and any balance will be collected once they are released. For sentences of 6 years or more, we will not pursue the debt after release.