How to Cancel NOW TV or Broadband After a Death in the UK

If the person who died had a NOW TV account, NOW says the simplest route is to contact an agent by live chat and ask to cancel the membership. For NOW Broadband, NOW says to call 03303 323 031, where the account can be closed or you can discuss transferring it if the broadband service needs to continue.

This is a small task compared with probate or funeral arrangements, but it can still affect a household. TV memberships can keep charging. Broadband may be essential for someone still living at the property, for smart meters, security devices, work, school or contacting family.

Quick summary

Account type	What NOW says to do
NOW TV membership	Use live chat, choosing Your NOW Membership then Cancel my membership
NOW Broadband	Call 03303 323 031
TV transfer	NOW says TV accounts cannot be transferred to another name
Broadband transfer	NOW says you can discuss transferring broadband if service should continue
Useful details for TV	Name, email address, postal address, last 4 card digits
Useful details for broadband	Name, email address, address and postcode

Step 1: Work out what the person had

NOW may be used for TV memberships, broadband, or both. Check:

• bank statements for NOW payments
• emails from NOW
• the TV app on a smart TV, streaming stick or phone
• router labels or broadband paperwork
• password managers or saved browser logins

Do not assume a NOW payment is only entertainment. If NOW Broadband is active at the property, cancelling it abruptly could affect people still living there.

Step 2: Decide whether the service should stop immediately

For a TV membership, closure is usually straightforward. NOW’s guidance says it will close the account with immediate effect so no further charges are incurred, and that it is not possible to transfer a TV account to another name.

For broadband, the decision may need more care. If the property is empty, closure may be right. If a spouse, partner, child, lodger or other family member still lives there, broadband continuity may matter. NOW says you can discuss closing the broadband account or transferring it to another name if you want the service to continue.

Before calling, agree who should become responsible for the service and payments. This avoids cancelling a connection that the household still depends on.

Step 3: Gather the details for a TV account

NOW says it is helpful to have as many of these details as possible for a TV account:

• the name registered on the account
• the email address registered on the account
• the postal address
• the last four digits of the card used for payments

Do not worry if you do not have every detail. The point is to give NOW enough information to find the right account. If you have access to the person’s email, search for NOW receipts or membership messages. If you do not, use bank statements or card records to confirm that a payment exists.

Step 4: Contact NOW for TV memberships

NOW’s guidance says to use live chat and select Your NOW Membership, then Cancel my membership. Explain that the account holder has died and that you need the account closed.

Keep the chat transcript or note the date, time and any reference. If a further payment is taken after cancellation, that record will help you challenge it.

Because NOW says TV accounts cannot be transferred, a surviving household member who wants to keep watching will usually need to create or use their own account and payment method.

Step 5: Contact NOW for broadband

For NOW Broadband, NOW says to call 03303 323 031. Have these details ready if possible:

• the name registered on the account
• the email address registered on the account
• the service address
• the postcode

When you call, be clear whether you want to close the broadband account or ask about transferring it. If someone still lives at the address, ask what happens to service continuity, router equipment, billing dates and any final balance.

If the estate is responsible for a final bill, keep the bill with the estate paperwork. Relatives are not automatically personally responsible for someone else’s sole debts, but household members may become responsible if they take over the service or start a new agreement.

What about direct debits and card payments?

Do not rely only on cancelling a bank card or direct debit. That may stop payments, but it does not always close the service or settle the account properly. It is better to notify NOW, ask for closure or transfer, and then check the bank account afterwards.

If you are the executor or administrator, keep a simple record:

• company name
• account type
• date contacted
• person spoken to or route used
• outcome agreed
• final bill or refund position

GetPassage is designed for this kind of bereavement admin: not to make the grief smaller, but to stop the practical tasks becoming a second burden.

If you cannot access the account

You may not know the password or have access to the account email. That is common. Use the details you do have: payment card digits, postal address, postcode, broadband router, bank statement entries or emails on a shared device.

Avoid trying to guess passwords or pretending to be the person who died. Tell NOW what has happened and ask what evidence they need to close or transfer the account.

A practical checklist

1. Check whether the person had NOW TV, NOW Broadband, or both.
2. Decide whether broadband must continue for anyone at the property.
3. Gather account name, email, address and payment details.
4. Use NOW live chat for TV membership cancellation.
5. Call 03303 323 031 for NOW Broadband.
6. Ask for confirmation of cancellation, transfer, final bill or refund.
7. Check the bank account for any further payments.
8. Store the confirmation with the estate paperwork.

When to prioritise this task

Prioritise NOW Broadband if the property is still occupied or if internet access supports work, care, alarms, cameras, smart heating or family communication. Prioritise NOW TV if payments are continuing and nobody needs the membership.

This task should not take over your day. The right order is simple: identify the service, protect household continuity, contact NOW through the correct route, and keep confirmation. Then move on to the next item only when you are ready.