If you’re a relative or friend of someone who has recently passed away, we’re very sorry for your loss. We want to make the process for closing their phone plan and disconnecting the line as easy as possible. Here’s what you need to do:

We have partnered with Life Ledger. You can use Life Ledger to inform us and over 1,000 UK companies connected with the deceased from one place. This removes the need to have the same difficult conversations over and over again. Visit their website using the link where you can create your account to use their notification service.

Alternatively, you can contact us on Live Chat. You will need to provide:

• The account holder’s full name as it appears on the account.
• The iD Mobile number.
• A copy of the death certificate. This can be an image of the death certificate. If you have a physical copy of the death certificate, please take a clear photo of the document before starting a chat session, we will help you upload the image during the chat.

Click here to speak to our Live Chat team. Type ‘Bereavement’ to connect to an agent.

If you are unable to access Live Chat please email the death certificate to documents@idmobile.co.uk with the account holders name and mobile number.

Our Vulnerable customer voice team can help assist customers but will not be able to process the disconnection without sight of the documentation.

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 we will disconnect the account and deactivate the direct debit.

Any balance remaining on the account, including the cost of early termination, will not be pursued. If the plan included a phone, this does not need to be returned.