Utility Warehouse Broadband Reviews

Been with UW since 2013 and had utilities, broadband and cashbackcard.
Dropped the gas and electric after 2 years as saving of £30 / month was better.
ADSL is very good for 15mbps down , 0.6 mbps up as it costs about half price due to cashbackcard.
Had to call CS twice in 7 years and issues were fixed within a day.

• Satisfaction
  4 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  5 stars

30 years of electricity and gas with different suppliers. 10 years of broadband with different suppliers. Utility Warehouse is the most useless company I have ever dealt with. Slowest broadband ever, extortionate fees and everyone passing the buck. Avoid them at all costs. Don't be fooled. They've lost over £10,000 long term just to make £175 cancellation fee short term.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

So UW were supposed to cancel my NowTV when I switched, they didn't, so i ended up getting billed for £100 by NowTV and UW won't take responsibility.

The UW charged me £90 for a secon router they claim i have, which i dont.

The internet didnt work for the first 2 weeks so I was supposed to be getting a £50 credit, they didnt do that either

Currently been on hold for an hour, phone rings twice then its back to hold music.

Unreal. First bill was £240 instead of the £120ish agreed.

Why can no company seem to just honour their word and do exactly what you pay them for, is it that hard?

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  4 stars
• Reliability
  3 stars

Have just upgraded my broadband and according to the Broadband Dept it should have shown no problems, well it has made no difference whatsoever. My son is still getting terrible connection with it cutting out constantly. We are not happy at all that they did not tell the truth! Its terrible.

• Satisfaction
  1 star
• Customer Service
  3 stars
• Speed
  1 star
• Reliability
  1 star

I have been a UW member since 2004. I am very pleased with all I get. I have landline, broadband and utilities all together.

Landline. Just works. Broadband, I'm on a "Fibre to the cabinet" connection and no matter who you buy from the physical infrastructure, the actual wires, will be identical. The router they supplied was cheap, but I have replaced it with something better. I have never lost connection, I get 60 down 20 up. Good enough for 2 PC's and a tablet at the same time and to not notice any slowdown. Pings are just 14ms average. Pure fibre to the house would be faster, but thats not available locally and hell, this is enough for us.

Gas and power come down the same pipes as anyone else too. The only difference is the price, and I haven't been able to find a lower COMBINATION of phone, broadband, gas and power.

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  5 stars

I joined this company nearly 5 years ago on a recommendation and readIng some of these reviews baffles me. They seem to be describing a different company!
Ive experienced no issues whatsoever and even if I do have any questions or need any help, I have the details of a personal rep (The person who signed me up) who has helped me even with things like plugging my router in, helping with my mobile & my tv & other things whenever I need it. What other company gives you that level of support?
For me its been the BEST switch I have ever made. I have recommended this company myself and as a resutl received a thank you from the company in the form of £50 off my next bill - that’s huge. So a massive thumbs up from me
BTW the LED lights are A brilliant Service & I was told quite clearly that the cost if I leave or drop a service is £2p bulb after 18 months and NO CHARGE after 2 years & only there to protect themselves as a lot of time and effort goes into supplying and fitting them for us. I live in a five bed detached house and had 102 bulbs which were all replaced for me so I didn’t have to climb up and down ladders and fiddle with fittings. I can’t fault the service. I think it’s a brilliant company and the service on the phone is so gentle and helpful. I can’t understand where the negative reports are coming from.
As for costs my bills have come down with anything overtime and the bills are so clear to understand. I really cannot understand these charges have been mentioned unless there’s never been a meter reading submitted. I have a smart meter and find it brilliant my bills are always so accurate.
I’d highly recommend this company to anybody with great confidence. It’s so good to have everything on one bill so I never need to waste time thinking about my boring utility bills

• Satisfaction
  5 stars
• Customer Service
  5 stars
• Speed
  4 stars
• Reliability
  5 stars

Its VERY slow & doesn't reach many areas of the house!

awful company to go with completely regret changing. broadband drops out after a few minutes of using it.have now been told me cant get out of contract as its after 14 days of joining even though we have only had the internet since 30/06/2020. so they send the equipment out after the 14 days so you are tied into the contact!! Disgusting customer service are not helpful at all. Will not recommend them what so ever...

I had the standard subscription and the speed was somewhere at 9Mbs download. It often doesn't work. Works in the area. After I switched to the 60Mbs subscription, the speed is between 3-5Mbs. The phone doesn't work even today. All after work and cable changes. I gave up contacting by phone. One year with minimum speed and the highest subscription.

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

I’m paying for standard broadband and as I am only 1/4. Mile from the broadband mast wondering why I’m not getting better speeds

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  2 stars

Where do I start, I read through most comments and I feel your pain and disappointment, especially feel for the lady who had 450quid taken from her. Shocking.

Alright so my experience I have been with UW for over 3 years now. My WiFi has been acting up since the day it arrived, thought nothing of it. Still thought UW was genuinely doing their part they give you WiFi, gas and electric sounds like the perfect package in one. However it's a lie, my WiFi has not stopped ******* up all these years. I use my WiFi alot especially during this Covid 19 lockdown and almost every day my WiFi drops, it's drives me up the wall. Especially when I am streaming a film over WiFi and the WiFi drops and the film goes back to the beginning so I then have to search through the film to get back to where I was, it ruins the movie. It doesn't stop there.

All of yesterday my WiFi dropped 6 times, I would understand if I had just installed and it needed to adjust, fair enough but throughout those 3 years the same issue, I even phoned 'em up told 'em about it, they wanted ME to pay £60 for an engineer, I thought to myself fudge that no way.

Price wise, I started off paying about £28 and that jumped up to £30.98 several months ago after checking my monthly bills on my email and saw my bills steadily creeping up, if that's not bad enough £4.99 commission on top. So I am currently now paying almost but might as well be £36/month for only 11mb/s, I was with BT beforehand paying less, much less I should have stayed with them. Anyway, Combine this shadiness with constant disconnecting WiFi you'll soon realise you're paying more than what you get, right now there are many providers who are much cheaper for 11mb/s. My ignorance got me joined up to UW. All that money wasted, and for what.

Recently, I had enough, changed providers for WiFi, gas and electric (changed my gas and lecky to a company called Bulb, check 'em out get a quote). The only reliable thing about UW is you can bet your WiFi WILL drop I guarantee it. Don't put yourself through the stress you don't need it. What you pay for is not what you get in return, on the sly they will take more money. It's not a discount club, it's a bootleg club, Utility Warehouse the knock off club.

Normally I don't post reviews, well not bad ones anyway, but I've lost so much trust and respect for this company that I'm no longer interested in their shenanigans. So from me goodbye Utility Warehouse, I will not be recommending you to anybody. If I could give 0 stars I would it's been nothing but a disappointment. Shame on you, care more about money than your paying customers, who pay for your services and receive fudge all in return but a slap in the face. Out of order, big time.

• Satisfaction
  1 star
• Customer Service
  1 star
• Speed
  1 star
• Reliability
  1 star

Disgusting service, broadband down a few times per day, apparently not fixable, speed like in 90' even though we are paying for super fast BB. Smart meter not working, they expect asolution withinh a year. An absolute disgrace

• Satisfaction
  1 star
• Customer Service
  2 stars
• Speed
  1 star
• Reliability
  1 star

I wish to express my disappointment at your company's behaviour and unprofessionalism ever since COVID19.

As a vulnerable female, and single mother, your company made so many mistakes, promises that were completely misleading and took a large sum payment from my account in full knowledge that you failed to support me as a customer during these unfortunate times.

The government in March 2020,thanked energy providers for keeping services running, supporting the national need to stay at home, but I have say with hugh regret that after being a loyal customer of utility wear house for over 15 year, at my hour of need, you failed me.

Today Utility Warehouse took a huge amount of over £450, leaving me unable to pay direct debits, despite making promises that I was a fixed payment plan on the 1st April of £150, when given a meter reading, in full knowledge that I I have been working from home for the last 8 weeks, advised that I had used more energy than expected and so had pay additional charges, in full knowledge that I have always paid over £200 per month for last 10 years.

Now I have no
funds to pay towards direct debit due on the 30th May and have been charged by my bank for defaults.

I will be reporting your behaviour to the energy complaints ombudsmen and will send out a message to consumers never to contract with Utility Warehouse as you are unashamedly unprecedentedly unprofessional.

• Satisfaction
  1 star

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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