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 to notify iD Mobile about a bereavement
First, you’ll need to notify us that the account holder has passed away. You can do this one of two ways:
By Life Ledger:
We recommend using the Life Ledger service to notify us of a death. Life Ledger is a free online tool that, following a death, simplifies the administrative process by providing you with a central platform to notify iD Mobile and all other companies that use Life Ledger.
Simply upload the details of the deceased using the Life Ledger online portal only once, and you can then request for multiple companies on the Life Ledger platform to take appropriate action. This prevents having to go through the difficult conversation over and over again with each separate provider connected to the deceased.
Please click here to notify us via the Life Ledger platform.
By 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.
Please click here to speak to our Live Chat team.
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 de-activate 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/handset, this doesn’t need to be returned either.
Unfortunately 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.