How to Cancel a Mobile Phone Contract After a Death
Mobile providers should cancel a contract without penalty when someone dies. This guide explains what to say, whether you are dealing with a contract or pay-as-you-go phone.
Last reviewed: 4 April 2026
What to have ready
- ✓Mobile phone number and account number (if known)
- ✓Deceased’s full name and date of birth
- ✓Death certificate reference (they may ask)
- ✓Whether the family wants to keep the phone number (you will need a PAC code to transfer it)
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 report the death of an account holder. Their name is [full name] and the phone number is [mobile number]. They passed away on [date of death]. I am the [executor/administrator] of the estate and would like to cancel the contract.
What to ask for
- –Confirm the early termination fee is being waived (Ofcom rules require this for bereavement)
- –If the family wants to keep the number: request a PAC code (providers must supply this quickly, often immediately)
- –The final bill amount and any outstanding handset finance balance
- –Whether there is any credit on the account (e.g. from pay-as-you-go top-ups)
- –Written confirmation of the cancellation and that the early termination fee has been waived
Watch out
If the phone was bought on a monthly contract (handset plus airtime), there may be an outstanding balance on the handset itself. This is a debt of the estate. The SIM and airtime contract can be cancelled but the handset balance still needs to be settled. If the deceased was the primary account holder on a family or multi-line plan, removing their line may also remove multi-line discounts for surviving family members. Ask about this and whether the provider can maintain the existing pricing for the remaining lines.
Email template
Subject: Notification of death - mobile account holder [full name]
If the family wants to keep the number, request a PAC code. Providers must supply it quickly (often immediately or within a few hours depending on how the request is made). Once the PAC is used with a new provider, the number transfer usually completes within one working day.
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 - mobile account holder [full name]
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