Will I have to pay an early termination fee?

Most providers waive early termination fees in the case of bereavement. If they do not offer this automatically, ask them directly - they are usually willing to waive fees once you provide a death certificate.

Do I need to return the router or equipment?

Most providers will ask for equipment to be returned. They should provide a prepaid returns label. If the equipment cannot be found, explain the situation - many providers will waive replacement charges.

Can I transfer the broadband to my name instead?

Yes, most providers allow you to take over the contract. This can be useful if you are living at the property and want to keep the service running.

All scripts & letters

Property & Utilities3 min

How to Cancel Broadband and TV Packages After a Death

Broadband and TV providers should waive early termination fees in the case of a bereavement. This guide gives you the words to use and explains what to expect when cancelling or transferring the account.

Last reviewed: 4 April 2026

What to have ready

✓Account number or postcode
✓Deceased’s full name
✓Death certificate reference (they may ask)
✓Details of any equipment to return (router, hub)

Phone script

You can read this aloud when you call. Placeholders like [full name] are filled in automatically when you use AfterLoss.

I’m calling to cancel the broadband account for [full name] at [property address], following their death on [date of death]. I am the [executor/administrator] of the estate.

What to ask for

–Confirm the early termination charge is being waived (this is your right under Ofcom rules for bereavement)
–The effective cancellation date
–Instructions for returning equipment (router, set-top box) and any deadline
–Whether there is a credit or outstanding balance on the account
–Written confirmation of cancellation

Watch out

Some providers will try to transfer the contract to another household member rather than cancel it. You are not obliged to accept this - request cancellation explicitly if that is what you need.

Email template

Subject: Notification of death - account holder [full name]

Dear Customer Services, I am writing to notify you of the death of [full name], of [their address], who passed away on [date of death]. I am the [executor/administrator] of the estate and am writing to cancel the broadband account. I would be grateful if you could: 1. Cancel the broadband service as soon as possible 2. Waive any early termination charges, as this cancellation is due to bereavement 3. Confirm any final charges or refunds due to the estate 4. Provide instructions for returning any equipment The account reference is: [Enter if known - the name and address above should be sufficient to locate the account] Please address all further correspondence to me at the address below. Yours faithfully, [your name] [executor/administrator] of the Estate of [full name] [your address] [your email] [your phone number]

Equipment (routers, hubs) usually needs to be returned within 30 days. Missing the deadline may trigger a charge. If the broadband was part of a bundle (broadband + phone + TV), you may need to cancel each service separately.

Template letter

You can copy this letter and print it, or use the email version above.

[your name]

[your address]

[your phone number]

[your email]

[Organisation name]

[Organisation address]

[today's date]

Re: Notification of death - account holder [full name]

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Frequently asked questions

For more detail, see our full guide: Read guide →

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