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When someone dies, notifying Virgin Media is one of the key tasks for the executor or next of kin. This guide explains exactly who to contact, what to say, what documents you will need, and how long Virgin Media takes to process a bereavement notification.
Virgin Media bereavement contact details
Phone: 0800 952 2302 — 8am–9pm, 7 days a week(dedicated bereavement line)
Online: Virgin Media bereavement disconnection form
Last verified: June 2026
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Call the bereavement line on 0800 952 2302, open 8am to 9pm seven days a week, or use the online bereavement disconnection form. The form starts by asking whether you are family or a friend, the executor, or a solicitor. If the account was part of a Volt bundle with O2, Virgin Media gives a separate number, 0800 090 1820.
Virgin Media will need the account number, which is on a bill or at the top of any correspondence, along with your own contact details. Have a certified copy of the death certificate ready in case it is asked for. Virgin Media supplies broadband, TV, landline and mobile, so note every service on the account.
If someone else at the property wants to keep the services, the account can be put into their name instead of being closed — Virgin Media handles that through the same route. Otherwise the services are disconnected.
Virgin Media will tell you which equipment has to come back — typically the Hub and any TV box — and how to send it. Equipment that is not returned is normally charged for, so keep the proof of postage.
Virgin Media produces a final bill up to the disconnection date. Cancel the direct debit only after the account is settled. Any credit is refunded and any outstanding balance becomes a debt of the estate.
Have multiple certified copies of the death certificate ready. Banks and financial institutions each require an original or certified copy — you cannot usually pass a single copy between organisations. See our guide to how many death certificates you need.
Virgin Media does not publish a processing time, so we do not give one. Ask when you notify them, and ask for a reference so you can chase it.
Accounts or services are usually frozen until the estate is administered, which means no new transactions can be authorised.
Virgin Media publishes no overall timescale for closing an account after a death, so the figure above is indicative only; it does say the online bereavement form is actioned within 7 days.
Once Virgin Media receives your notification and confirms receipt, the account or service will be frozen and no new transactions will be authorised. Estate administration can then begin.
Virgin Media will cancel or transfer the service as directed. A final bill will be issued for any outstanding charges, and any credit balance will be refunded. If a contract is ended early, Virgin Media may waive early termination fees — ask the bereavement team directly.
Do not delay notifying Virgin Media
Direct debits and standing orders may continue to be charged after death. Some organisations treat the estate as the debtor for any charges incurred before notification. Notifying Virgin Media promptly protects the estate from unnecessary costs.
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