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Your account contact details

Your account contact details FAQs

To change your contact details for broadband and home phone, just go to Edit My Details and follow the instructions. For mobile, log in to My Account and change your details there.

Yes you can. This will allow someone to handle your account and talk to us when you’re not able to. To set this up, just get in touch.

In such circumstances, we understand that things are hard enough. We’ll try and make this as easy as possible.

To cancel or transfer an account, please just give us a call. Please note for security purposes we’ll need to run a data protection check. This is a standard process and involves asking some questions about the account.

If we’re unable to run a successful data protection check, we would need a copy of the death certificate. We’ll explain on the call how you can send this to us.

Rest assured, we’ll deal with your call in the most sensitive and supportive way.

To cancel a broadband account

Anyone can request to cancel the account. Once we’ve completed the data protection check, we’ll cancel the account.

If we’re unable to run a successful data protection check, the account can still be cancelled by sending us a copy of the death certificate.

If you’d like to transfer a broadband account

To transfer an account, the request can only be made by members of the immediate family or nearest blood relative. (This includes, husband, wife, civil partner, son, daughter, brother, sister, mother and father).

If the data protection check is successful we’ll arrange for the account to be transferred.

If the data protection check is unsuccessful, then unfortunately we’d have to cancel the account and would need a copy of the death certificate.

To cancel or transfer a broadband account please call us on 0800 432 0200.

If you also need to cancel a mobile account alongside broadband, we can help with this on the call too.

To cancel a mobile phone account only

Anyone can request to cancel a mobile account. Once we’ve completed the data protection check, we’ll cancel the account.

If we’re unable to run a successful data protection check, the account can still be cancelled by sending us a copy of the death certificate.

Unfortunately, we can’t transfer any mobile accounts. However, if you would like to keep the mobile number we can help generate a PAC code for you.

To cancel a mobile account please call us on 0800 079 1133.