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Pay as you go

Close deceased person's PAYG account and associated online account

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gladtobegrey
3: Seeker

How does one go about stopping a deceased person's PAYG account and the associated online account?

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BandOfBrothers
17: Community Champion

Hi @gladtobegrey 

 

This may help vodafone-uk/bereavement/form/ 

Or have a word with Social Media Team Support Here although due to GDPR they may not be able to discuss the person's account with you unfortunately.

I wish you all the best with this. 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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14 REPLIES 14
AnnS
17: Community Champion

Hi @gladtobegrey 

 

As this is PAYG the account will automatically be ended if the SIM is not used for 180 days.

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gladtobegrey
3: Seeker

It cannot be done more quickly?

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BandOfBrothers
17: Community Champion

Hi @gladtobegrey 

 

This may help vodafone-uk/bereavement/form/ 

Or have a word with Social Media Team Support Here although due to GDPR they may not be able to discuss the person's account with you unfortunately.

I wish you all the best with this. 

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

View solution in original position

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gladtobegrey
3: Seeker

@BandOfBrothers, @AnnS,

 

Thanks for your replies.  I'll try the form suggested by @BandOfBrothers, but both replies appreciated!

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BandOfBrothers
17: Community Champion

You're very welcome @gladtobegrey 

I wish you all the best with sorting this out at such a sad time.

Take care.

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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donnyguy
16: Advanced member

Do you have access to the phone?

If you do then you also have the option to request a STAC code and entering it on a different providers website. 
That way the number will cease one working day later. 

It's only a plan C if you need an easier way of doing this. 

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gladtobegrey
3: Seeker

Thanks @donnyguy,

I do have access to the phone but, being a bit thick, why do I have to enter the STAC on another provider's website?  I don't want to get another service, I only want to close down the existing one.  

 

I've submitted the form mentioned earlier; I'll see what comes of that.

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BandOfBrothers
17: Community Champion

cancel-your-account / STAC is an option for the account holder to move the account to another network but not retain ownership of the number @gladtobegrey This way provides a new mobile number from alternative network.

Current Phone >

Samsung Z Fold³ 5G.

Previous Phone >

Samsung Note 20 Ultra 5G - SM9860.

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donnyguy
16: Advanced member

Hi there,

Sorry for not being clear (it's on me, not you).

So basically, the STAC code is usually used in scenarios where a subscriber (either PAYT or contract) is wanting to move to a different provider and not keep their telephone number.

So if you give that code to another provider, you're basically telling them to notify Vodafone that you want that number / account ceasing. 

It's not the best solution in this scenario but it would get you the desired outcome within 1 working day. 

Reason I suggested it is a friends partner passed away last spring, had a PAYT number and my friend wanted it closed. Rather than go through filling forms out, I generated and used a STAC code (asked a friend on EE to enter it on their account) and it resulted in the VF PAYT being ceased the next day. 

But as you've filled out the bereavement form, hopefully they will resolve it. They have the facility to close the line down, just they may be of the view that it makes more sense to leave it and let it expire which in this scenario, you don't want.

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gladtobegrey
3: Seeker

Thanks .@Donnyguy  (I finally worked out how to tag other contributors!)

The bit I don't quite get is how to give the VF STAC code to the other provider (EE in your example) without them expecting me to have purchased a new number from them?

EE's online help suggests I can just contact EE's Customer Services by chat (my wife has an EE account) and give them the STACT Code and the old mobile number?

VF's website is slightly different - they have a form to input the STAC code, but have a mandatory field for the new (VF) number (which I wouldn't have), the STAC code and the old phone number (the one to be terminated).

Can you just elaborate on that bit?

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donnyguy
16: Advanced member

Hi again, 

No worries - so you're right to ask the question.

The intended use is when you've moved to a new network but you can use an existing line with another network and still go through the STAC process.

So in your example, your wife is on EE. 

You would:

1. Get the STAC from Vodafone (this can be generated via the My Vodafone account) 

2. Ensure it's the STAC (as this basically ceases the number whereas the PAC would transfer it and you don't want that)

3. If your wife is on EE. Log into her My EE account.

4. Scroll down to Account Management

5. Go to Keep your old number (misleading title but there you go)

6. You'll then be able to enter the STAC and phone number

7. One working day later, the Vodafone account and number will cease, your wife's number / account with EE carries on as normal 

 

The info on Vodafone's account (the online form you found) to use the STAC is for if you were ceasing a number with another network and joining them. 

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gladtobegrey
3: Seeker

Thanks .@Donnyguy,

 

That makes it very clear.  Just wanted to be sure I wasn't going to end up signing up for an account I didn't want or, even worse, unintentionally stopping my wife's number/account in the process!  

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donnyguy
16: Advanced member

Hi there,

You won't so long as you generate a STAC code and not a PAC (as a PAC would replace your wife's number with the one from Vodafone) and as you're entering it on your wife's existing EE account then no worries there either. 

There should be easier ways to get things like this sorted (I mean, did you get a response from the bereavement team on the form you filled out) but as a workaround, this is a pretty good one.

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gladtobegrey
3: Seeker

.@Donnyguy - no, nothing back from the bereavement team as yet.  I'll monitor and post back if/when they respond or act on the form.

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