Utility Warehouse Broadband Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Utility Warehouse.

Recent Customer Ratings for Utility Warehouse

  • Satisfaction
    3.3 stars
  • Customer Service
    3.6 stars
  • Speed
    2.7 stars
  • Reliability
    2.9 stars

Based on 419 customer ratings since 2019-05-27 (Show all time ratings)

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Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 ratings placed, whichever is largest.

222 Customer Reviews for Utility Warehouse

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Reviewer Location Reviewing Date Ratings
I was happy until recently. However I am now having to do regular housekeeping on my mailbox. If you are using a browser (I am on Outlook for email) you get no warning, even when the box is full, until peoples start phoning saying they have got a "mailbox full" message. As message size increases with photo attachments etc. this happens regularly. I know how to fix it (clear large inbox messages plus trash and spam, but it is a great nuisance. The mailbox size seems simply to small. I have at least one friend who has like me been using UWCLub for years who has just left because of this issue.
  • Satisfaction
    3 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Sherborne Utility Warehouse  
These have got to be the worst company ever.

We was told a figure for gas electric and broadband based on our last years usage with other providers. However this figure was off and has increased 3x as much now which is more then we was paying.

The Internet speeds are rubbish. We are lucky to get half of what we are guaranteed, so you phone up and complain then it will go back up for a few days then drop again. They must be slowing the speeds on purpose hoping we don't check.


Their Customer service is a joke and dont help with your problems just read off a script.

Would never recommend and stay well clear.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
East Sussex Utility Warehouse  
Fantastic Services and Broadband. We have both Virgin and UW BB in our home and many time we have had 0 service from Virgin and all had to use the standard UW service and it has never let us down. The customer service and technical support Utility Warehouse offers is excellent. Very happy customer.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
North London Utility Warehouse  
been with them 2 years only 1 break down not the cheapest as i am on monthly contract good so far
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    4 stars
northallerton Utility Warehouse  
Great company had a issue to start but resolved really quick, great customer service
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Nottingham Utility Warehouse  
Excellent service, both from a technical aspect and in terms of customer service. Significantly outperforms our old Virgin connection, despite on paper Virgin having faster broadband... it turns out, the ping rage on Virgin is lower, and they restrict speeds on peak hours, which UW don't do. UW router is way better, reaching the top floor of our 3 storey house, as well as into the back garden. The kitchen is no longer a deadspot, and the 2 teenagers can game and whatsapp while we watch netflix, with no buffering on any of the 7 or 8 connected devices. We've not needed to call customer services for much, but when we have, they've been ace. Just had an email, literally today, to say our contract has expired, but the price stays the same. Brill.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Exeter Utility Warehouse  
Broadband was absolute rubbish from day 1, even with upgrading the router and paying even more money. the payment plan that you get put on is rubbish and if you don't stay on top of it you end up with hundreds of pounds in arrears. If you ring customer service, they are not helpful. I have recently left UW and have been left with a very HEFTY bill of almost £800 from the Arrears and penalties etc.. this company is a farce and I will be telling everyone of my internet contacts and personal friends to never join this club. to top it off, the person who signed me up and the person who signed her up left because of similar reasons and because problems were NEVER resolved. even after letting UW know that we are full time carers, that are unable to work, of a woman with dementia and numerous disabilities, would not give us any compensation. unlike the wonderful service we have been given by our current provider.
RUBBISH SERVICE AND COMPANY.
if I could give no stars I would give them none!!!!!!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cardiff Utility Warehouse  
Absolutely woeful service and now holding me to ransom. Im unable to leave my contract without penalty. I pay the premium package that guarantees 29mbs but I receive and average of 10 to 15mbs. When I ring up to complain they just fob me off
AVOID this provider
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
LIVERPOOL Utility Warehouse  
This is a great broadband service. Been a customer for 5 years and wouldn't switch plus I get other services included and money off shopping too. It's a brilliant concept that that I'm very confident with.i have a personal distributor who looks after my account and set it all up. This is the way to get the best deal so make sure you talk to someone, not do it yourself
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Newbury Utility Warehouse  
When the Internet went live, It all seemed fine, performed a quick speed test and It clocked in at around 18mb/s, not as fast the previous provider but It's not too bad. Fast forward a week and the connection has already dropped, sat at around 0.4/0,6 mb/s and ~160 ping for the entire weekend. started the process to switch again already, cause these issues will keep popping up, and I'm not putting up with it for 3 years. Terrible internet, DO NOT go with them. The only reason I've given customer service 3 stars is because I've never actually spoken to them.

Again, I DO NOT recommend, stay well away
  • Customer Service
    3 stars
Camber Utility Warehouse  
My elderly parents in law were with Utility Warehouse for almost 22 years before they switched to another internet provider at Christmas to halve their bill.

Since then they received a bill for GBP100 for switching away. Apparently they were in a contract and that's their punishment for breaking it.

My mother in law has queried this charge and asked that it be waived given that they have been such long-standing customers since 2002, but they have been told they must pay it.

What a disappointing way to reward such loyal customer service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Inverness Utility Warehouse  
Utility Warehouse have gone down hill fast in my estimation.
We have been with them 18 months now and after such a terrible service in all areas.
The energy and broadband deal we took out we had to take a SIM card at £10 per month to reduce the overall package we have never used this at a cost of £180
We was £40 in credit over a year in Gas and they insisted they reduce the direct debit by 7p a month (yes 7p)
We was £32 in debt with the electric and they increased this by £10 per month.
This was The most craziest thing you could think of.one could compensate The other and still leave us in credit.
They was not prepared to do this ?????
Our gas monthly charge was reduced by 7p and electricity increased by £10 per month.
I think these people need educating in mathematics.
The broadband WiFi has been terrible we have had to buy boosters upstairs.
We have now decided to move as our 18 month contract is up with UW.
They are demanding £102 for the so called FREE light bulbs which was on offer with UW if you took out Broadband and energy on a 18 month contract, they say the light bulbs are not FREE and you have to keep the contract for 2 years ??? This is another big con as the LED bulbs are rubbish I have replaced 9 over the last 12 months.
We definitely will not use UW ever again and definitely will not be recommending a friend to this company as they could become a enemy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Oswaldtwistle Utility Warehouse  
I am today 5-2-20, moving to Octopus for Gas and Electrics and Zen for broadband and phone. Trusted the ‘club’ for years with my bills as they promised to consistently keep their prices low. I found out I can save about £180 a year getting faster broadband from Zen and better service (Which recommended) and save £432 on energy from another higher rated provider, Octopus.

Now the ‘club’ wants to bill me £124 for replacing 31 lightbulbs… the email starts with "Please read this email carefully"!!!! Ignore them I will rapidly make/save that £124 back by switching. £124 for cheap LED lights of which I had to replace several that started to malfunction or just gave awful light (very high colour temperature and low CRI)
Stay away from these cowboys.

I will post this everywhere feel free to spread the news about the light bulb scam and so-called ‘we make sure we keep your bills low” utter nonsense.

THE SHORT OF IT IS – JUST DON”T GET ANYWHERE NEAR THIS COMPANY!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    4 stars
  • Reliability
    3 stars
Berkshire Utility Warehouse  
AVOID!!!!!!

They promise you the heavens, but you get nothing but sluggish and horrible service. If you did decide to leave them, even at the end of your contract they threaten you wil all sort of charges the latest recieved is see below.

Please return your wireless router

As you haven't returned the previous wireless router we sent you yet, we thought we'd drop you a little reminder. Don't forget, we apply a charge for any unreturned equipment. We don't want to have to do that, so please send it back today.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    2 stars
  • Reliability
    1 star
Leeds Utility Warehouse  
I recently joined this company on a recommedation and having read the reviews posted previous I can honestly say, I would think they are describing a different company. No issues whatsoever and even if I do, I have the details of a personal rep (The person who signed me up) who has said that he can assist should I need it, what other company gives you that. I guess its each to there own but for me its so far so good. I have recommended this company myself and as a resutl received a thank you from the company in the form of vouchers. So thumbs up for me
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    5 stars
Romford Utility Warehouse  
I switched last year to Uw and have never experienced any issues I have ultra fibre and with a 3 story house and 4 children all using tv or computers it has never cut out of been slow.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Hampshire Utility Warehouse  
Been with company 5 months never had any problems fab customer service even took time to phone me make sure I was happy and tech team were fab my Interent stop working phoned them wait 2mins and they could tell me I had switched the wireless button off on my router. Many benefits to this company as not just broadband u can get money off ur bills every month with cash back card I have referred all my friend and family and got vouchers from it
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Glasgow Utility Warehouse  
Changed from Bt, we had such poor speed connection issues with them and had enough with their attitude of “if we come out and the problem is your fault we will charge you” that when we met a Utility Warehouse Distributor we were so ready to switch, we had the best package with Bt and were paying in the region of 80 quid pm now we have the the highest package from Utility Warehouse for 36.19pm to be precise. Initially the broadband and connection issues were all gone for a month, when they came back I rang UW and they detected a fault on the line (openreach maintain the network so not to do with your provider), the guy from their tech department was friendly and helpful and said that an engineer would visit to sort (no mention of if it’s our fault we have to pay
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Taunton Utility Warehouse  
I was previously with TalkTalk receiving around 70mb down and 20mb up paying £25 per month. Talktalk increased my bill by £2 after the first year which at the time I was outraged by (i deeply regret this now).

I met a UW salesperson at a business event and was convinced to sign up to their services. On paper, the broadband deal was like for like to what I had with TalkTalk so I was happy to go ahead and sign up.

I work from home and occasionally use a VOIP phone for conference calls. How embarrassing for me when my VOIP phone cut out 3 times in 15 minutes due to poor connection and I had to call back into the conference a 4th time using my personal mobile.

Whilst I realise home broadband connections are not necessarily the best for VOIP, a connection quoted as having download of 65Mb should be sufficient considering it was 2pm and no other devices in my household were using the internet heavily.

Following this i started to notice other issues, my Alexa devices didn't function as well, (i'd never experienced buffering with TalkTalk) and it was noticeable if I was using a few devices at once. I live on my own in a small 2 up 2 down terraced house, so I shouldn't have connectivity issues between floors, but I started to experience them.

I've never bothered speaking with UW about the issue because their customer service is terrible in every other service I've had a problem with and as a person who works for a broadband provider I understand that their IT team can't do anything to help me, it's simply the shoddy, and very heavily contended line that I unwittingly signed up for.

I absolutely would not recommend UW for broadband. Their prices do not justify the poor quality lines they provide.

Additionally, if you are currently with UW and haven't yet got the LED lightbulbs, I would be seriously wary of getting them as this ties you in to a further 2 years of having their broadband. I have around 25 of these lightbulbs and 9 have blown in 4 months. My old lightbulbs are back in and working fine.

TalkTalk if you are reading this, please take me back.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Derbyshire Utility Warehouse  
Right, not sure where to start. I have been with them for over 2 years and I thought of them as a good company till last month when my line got disconnected and I was with no Internet for a week. How appealing is that they wanted me to pay for nit using the Internet!!! Again, the bill came on the 2nd of January saying if the full payment won't pay by the 10th of January the service will be disconnected. I paid on the 8th and they still have disconnected the service!!! Now I am left with no work to do(I work from home),no homework for me as I am a student or my children. My disable son can't cope without YouTube videos(they help calm him down) and the whole family is affected. How appalling that the bill was payed before the date but they have cutted the service anyway. I will be at loss to my money for not having work to do. I still can't believe it. Overall the customer service was always good dealing with any problems I had up to today when they have disconnected the broadband despite no having arrears. Not sure what I am gonna do but I am definitely gonna challenge that. This is definitely out of order.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    3 stars
Abingdon Utility Warehouse  
Broadband just doesn’t work. Poor signal and things don’t stay connected. Customer services are polite and pleasant but unable to replace and conflicting advice given. Landline will only work when plugged directly into the wall, won’t work when plugged in via the broadband filter. Reported multiple times but no real attempt to resolve. In process of switching to BT due to the above.
  • Satisfaction
    2 stars
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Hampshire Utility Warehouse  
When it comes to customer service I really can't fault Utility Warehouse they are by far the best providers to date
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    4 stars
  • Reliability
    3 stars
Milton Keynes Utility Warehouse  
Worked fine for 7 months then stopped one day, contacted utilities warehouse and they told us the only way to get it back was to upgrade to fiber pay an extra £5 a month and have to extend the contract by 18 months. We changed supplier because I didn't want to pay more and there were cheaper options available with other suppliers.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Suffolk Utility Warehouse  
The broad band router never got here was due on 4th, by the 10th still not here.& still with BT, !the electricity was more than ESB Elect. . My phone was still with BT. even though they said it was with them. The mobile was also still with BT. sorry guys you service lousy.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Toftmonks Utility Warehouse  
You would advise to stay away from this provider.
I had different problems with the,
Broadband: it doesn't work well, hardly had any signal, kept disconnecting, even when right next to it
Cancelling is a nightmare, they make it so difficult. They will try everything they can to stop it. Apparently they are going to chrage me £31 for cancellation, which I had never read anywhere. But i will pay, I just want to leave
Move team: I moved and they forgot to follow the utilities, they kept sending me threatening letters to new occupier even though i contacted them to say it was me. And after 5 months, they finally corrected their mistake and i had a huge bill.
Bulb replacement scam: I thought it was a good idea, someone came and said they couldn't fit bulbs so they left a box of bulbs that fitted nowhere in my house. I had to dispose of it. Then they used it to say that i couldn't cancel the broadband because they deposited a box of bulbs 2 years ago.

The communication is hard.
I have talked to some nice people trying to help me, they obviously haven't chosen to work there, we all need to work.

I regret having joined. I thought it would be easier to have less providers. It was a good idea, if they were professional and more agile.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
London Utility Warehouse  
Not fibre but good for line in/router. Occasional problems but very good customer service.
  • Satisfaction
    4 stars
  • Customer Service
    5 stars
  • Speed
    3 stars
  • Reliability
    4 stars
Faversham Utility Warehouse  
DO NOT TRUST! RIP OFF!!!
Pis poor service and they will rip you off. We were left with 5 weeks in total without internet access (without notice). This happened TWICE! All our bills were paid on time so why did this happen?? Incompetence!! We spent hours on the phone trying to get things resolved. No one was able to bring light to the matter on when we would be back online. The whole family was affected. They sent us a free dongle supposedly to compensate...BUT they started charging us for it without our knowledge!! No compensation for loss of service nevermind for the LOSS of earnings and hours spent trying to get to the bottom of the issue. No one knew their bottom to their elbow. Don't have everything under one roof, seriously they will drop you in the poo and treat you like dirt on their shoe. It isn't cheaper either, they do not save you money...they waste your time and money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Dorset Utility Warehouse  
Absolutely shocking company,we have been in a dispute for 7 nearly 8 weeks in regard to our broadband through UW, they have pushed us from one person to another to try to sort this appalling service out we have asked for them to cancel our broadband account and they will not, we cannot watch Netflix which i am still having to pay for, i am having to use my mobile data on my handset to access the internet in my home, they have advised me that i need boosters to support the wifi service i am NOT recieving, then asking md to send the products to them so they can reset them and they should work then, telling me the walls in my home are too thick, telling me my printer which is attached to the pc is affecting the signal, then my neibours wifi is stopping my wifi from working, any excuse but the TRUTH,we are being charged £44 a month for a product i am not recieving, ofcom it is we have been extremely patient, UTILITY WAREHOUSE, you are SHARKS, i will never recommend anyone to your services you only think of the commission you are being rewarded for selling a dreadful service.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Utility Warehouse  
Terrible company, I initially had my gas and electric with UW and decided to take up broadband and home phone thinking I’d be saving money! After being a customer for a few months I was offered a switch comparison, lo and behold I’ve been paying an extortionate amount! For a single mother of two I feel like I’ve been well and truly ripped off! In total I was paying around £130 pm for gas, electric, home phone and broadband! My new provider for gas and electric are charging me £58 pm for both and my broadband is now £18 pm! Do not sign up with UW it’s a rip off!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Cambridgeshire Utility Warehouse  
I've been with uw since 2014 and considered them a good company. However our internet is truly shocking, the mobile is expensive and I've just switched our energy as even Double Gold we were paying a high price for electricity especially. I'm a former distributor and cannot recommend them to any of my customers any more.
  • Satisfaction
    1 star
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    1 star
west yorkshire Utility Warehouse  
I have had such up and down the internet in my life, it always seemed to cut off at peak times. The whole Utility Warehouse is a scam and do not let yourself get kidded by it, the speed would be up and down the whole time, I speed checked at 1 pm one day the download speed was 40.MB, with fives it had gone down to 0.30, this how much a joke it stay well away
Salford Uk Utility Warehouse  
Honestly the worst wifi experience i’ve ever had, would NEVER recommend to anyone that has a house with more than 1 room as the wifi service won’t reach. Would give no stars if that was possible. My room is on the floor above the router and the wifi connection is extremely poor and whenever I am watching a video, buffering occurs to the point where I have to turn on my own data to access the internet. Appalling when I’m paying for fibre optic wifi. Save your money.
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Northamptonshire Utility Warehouse  
I have been a customer for 20 years and although there have been the odd hiccups (and what company doesn't have them) have been very pleased with Utility Warehouse. Also when we moved we only had to make one phone call and they sorted everything out for us.
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Somerset Utility Warehouse  
The broadband is pretty appalling. I've struggled for it to work properly even when sat right next to the hub. As for any adjacent rooms well there is no luck. And I live in a small ground floor 2 bed apartment.

Ive had a done a connection scan and it always feeds back with a way below average speed check for home internet. I would just avoid the broadband all together.
  • Satisfaction
    1 star
  • Customer Service
    4 stars
  • Speed
    1 star
  • Reliability
    1 star
Utility Warehouse  
Our Household have been with UW for nearly 3 years now, and I am not satisfied. They have sorted phone problems a few times, but the bill payers are regularly stung with unexpectedly high bills, which are not itemized or adequately explained. All they can do is promise a temporary reduction, followed by a later Hike in Bills.


The internet is terrible. Regularly freezing and cutting out. Just today we were fitted their shiny new Router, and so far no fewer that two apps on our Smart TV have stopped working. BBC IPlayer won't load at all and ITVPlayer cuts out in the Middle of programmes and won't reload.

All I can assume is that the router cannot cope even with basic streaming. Dread to think what it will be like with Amazon video.
  • Satisfaction
    2 stars
  • Customer Service
    2 stars
  • Speed
    1 star
  • Reliability
    2 stars
Sussex Utility Warehouse  
the only thing I can say they are the most greedy company I have ever dealt with don't go near them also the most dearest wifi per month
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
portsunlight wirral Utility Warehouse  
Broadband problems for months since I switched from BT. Three new routers and two visits from Open Reach and Utility Warehouse are still saying it's not their equipment that's at fault. I've spent days on the 'phone going over and over the same solutions and nothing has worked. I'm buying my own router and will be saying Goodbye to Utility Warehouse
  • Satisfaction
    1 star
  • Customer Service
    3 stars
  • Speed
    1 star
  • Reliability
    1 star
weston super mare Utility Warehouse  
Shocking customer service. Insisting we restart our contract for moving house to another 18 months or pay £150 fee for finishing contract early. Speed/ router are complete crap and the internet is constantly cutting out. Only two of us in a small flat so no excuse for this. Would rather close the contract that give them a penny more than they are due. Complete scam! Avoid!!
  • Satisfaction
    1 star
  • Customer Service
    1 star
  • Speed
    1 star
  • Reliability
    1 star
Edinburgh Utility Warehouse  
After having some technical issues with my internet provider,like the first time with out internet for about a week and no phone too,the second time with phone again and the internet speed very low,again for another week,this all in the first 7 months of contract the last thing I wanted is to renew my contract. Now I m moving address so I phone them to transferred my internet into the new address, when things here getting to the end this lady told on the phone that my contract would start again on the transferring date so I said that I was expecting a fee for this but not a renewal, so I told that I would thing about it and would phone her back on the next day to tell her my decision and she said that I had to make a decision straight away or she cut me off, I just said ok do what you like and turned the phone down on her. My question is it legal that your internet provider on a moving address situation demands a renewal even when you not satisfied with the service? Because during those two weeks of having technical issue they got compensation from open reach and me as a customer with out service got nothing. Who defends the customers when they been abused? Please advise
  • Satisfaction
    1 star
Kings Lynn Utility Warehouse  
Can’t fault the service, same if not better speed than I was getting with BT (I think they put a block on it at peak times). The router is Equivalent to BT smart hub in that I can get good signal in every room. This was not the case on virgin and sky who I have had in the past.
Rang up and was though to an agent based in a uk call centre in about 3 mins and that’s a rarity these days!
  • Satisfaction
    5 stars
  • Customer Service
    5 stars
  • Speed
    5 stars
  • Reliability
    5 stars
Bolton Utility Warehouse  

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The reviews published on this page are those of the individual authors who have warrantied that they abide by our review guidelines. Reviews are not the opinion of Broadband.co.uk.

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