topic Re: Utility Warehouse takeover in Billing

Utility Warehouse takeover

Weevie — Mon, 08 Dec 2025 09:19:31 GMT

What is happening about this take over ?

I read about it happening over 3 months ago but still have not received any notification or anything from anyone about it - but understand that we can use the £1 call safe increase to leave penalty free if we want to ?

Re: Utility Warehouse takeover

nambuso-TT — Mon, 08 Dec 2025 09:44:18 GMT

Hi there I am sorry to hear this, I will advise shortly. Thank you for your question regarding the migration. TalkTalk is in the process of moving customers on the G-Fast (Fibre 150) package to Utility Warehouse to improve service and support. However, since you are not on that package, this change does not affect you directly. The communication about this migration was sent exclusively to those impacted.

Re: Utility Warehouse takeover

Billx — Mon, 08 Dec 2025 10:58:00 GMT

Thanks for explaining that, @nambuso-TT

Most of the rest of us had no idea, as there are only a few on G-Fast (Fibre 150)

I assume @ Weevie is on G-Fast (Fibre 150)

Re: Utility Warehouse takeover

nambuso-TT — Mon, 08 Dec 2025 11:14:49 GMT

No problem, @Billx. The migration involves customers on G.Fast broadband packages or selected Shell customers on FTTC packages.

Re: Utility Warehouse takeover

Weevie — Mon, 08 Dec 2025 12:10:25 GMT

No I am 65Mbps Fibre to cabinet.

So it won't affect me and I will remain with TT ?

Re: Utility Warehouse takeover

nambuso-TT — Mon, 08 Dec 2025 12:24:00 GMT

That is correct, this affects customer who are on g fast broadband packages and selected shell customers on FTTC packages.

Re: Utility Warehouse takeover

Weevie — Mon, 08 Dec 2025 13:06:50 GMT

@nambuso-TT

But surely - at some point in the near future - all FTTC connections are going to have to transfer to FTTP - Which will then mean a transfer to Utility Warehouse ?

Re: Utility Warehouse takeover

Gliwmaeden2 — Mon, 08 Dec 2025 13:09:31 GMT

GFast is not the same as Full Fibre, @Weevie. Don't look for extra complications!

Re: Utility Warehouse takeover

nambuso-TT — Mon, 08 Dec 2025 13:14:59 GMT

Thanks for that t @Gliwmaeden2.

Re: Utility Warehouse takeover

Weevie — Mon, 08 Dec 2025 13:18:15 GMT

@Gliwmaeden2 @nambuso-TT

Sorry - I had never heard of Gfast before - I was not aware of it - so this transfer will not affect me ?

Re: Utility Warehouse takeover

nambuso-TT — Mon, 08 Dec 2025 13:29:05 GMT

Yes, this transfer will not affect you since your package is fibre 65. Thanks

Re: Utility Warehouse takeover

fr8ys — Mon, 08 Dec 2025 14:40:13 GMT

@Weevie

As I understand it, Callsafe is seen as an add-on and as such does not affect your contract, so customers cannot leave due to this charge being implemented.

You are free to remove it from your account should you wish not to pay for it, or of you do not, then it will become chargeable at £1 per month.

It's akin to the old TV add-on that kept changing years ago from free entertainment TV, to chargeable per month, to being withdrawn. Likewise Homesafe, Supersafe, phone boosts, etc. Customers were free to chose whether to use them or not on a month to month basis, hence being add-ons, but the core contract of Broadband is a set period with no opting in or out.

Re: Utility Warehouse takeover

nambuso-TT — Mon, 08 Dec 2025 15:16:25 GMT

Yes, that is true @fr8ys and thank you.

Re: Utility Warehouse takeover

Gliwmaeden2 — Mon, 08 Dec 2025 15:52:55 GMT

@fr8ys and @nambuso-TT, elsewhere @Divsec posted [presumably from an email notification about the changes being made to Callsafe]:

So, rather oddly, it's not being treated in the same way as a boost [eg Anytime UK Calls Boost price changes: we have never had them treated as part of the full contract as it can be removed or added at any time, as long as it's in place for a minimum of a month].

Strange inconsistency, @Lorrainef !

Re: Utility Warehouse takeover

nambuso-TT — Tue, 09 Dec 2025 07:33:24 GMT

Thanks for that @ Gliwmaeden2

Re: Utility Warehouse takeover

Weevie — Fri, 09 Jan 2026 11:50:31 GMT

Sorry but could someone please confirm that if I want to upgrade to FTTP (say 500Mbps) from my present 65 FTTC - I will remain with TalkTalk - because I REALLY don't want to be transferred to Utility Warehouse......

Thanks

Re: Utility Warehouse takeover

Thabile-TT — Fri, 09 Jan 2026 12:04:39 GMT

@Weevie Hi there, I can confirm that you will not be impacted with this change, we have sent communication to customers who were impacted, since you have not received any communication, you will remain with talk talk because of your current package. if you do wish to upgrade to full fibre you can contact us and we can discuss option with you.

Re: Utility Warehouse takeover

Gliwmaeden2 — Fri, 09 Jan 2026 13:07:16 GMT

@Weevie, as mentioned throughout this thread, your service has NOTHING to do with the switching of relatively few customers to Utility Warehouse.

ALL those affected will have received communication about it previously. It only affects customers on a G. FAST connection [which you are NOT on] and some who were formerly with Shell.

The issue has NO RELEVANCE to your current package or any upgrades you might be considering.

Re: Utility Warehouse takeover

mandisa1-TT — Fri, 09 Jan 2026 13:24:38 GMT

Thank you so much for the support @Gliwmaeden2

Re: Utility Warehouse takeover

Weevie — Fri, 09 Jan 2026 13:30:12 GMT

OK Thanks - I have asked this before and have never been given a straight reason

But - I am aware that TT have been ABLE to upgrade my connection to FF for a good 2 years - but so far I have not been offered an upgrade - I am also aware that at some point in the next 3 years (possibly less), I will HAVE to upgrade - because BT are getting rid of copper !!

So my issue is why have I not yet been offered an upgrade - via My Account ?

I have a 65Mbps FTTC at the moment and really do want a 500Mbps FTTP connection - with a phone line (I am disabled and have a regular phone calls too and from my GP and hospital) - but am concerned at the cost increase - I currently pay £34 inc calls package

If I wait until TT ask ME to upgrade - it's will be done at NO extra cost to me - but if I jump the gun - it's probably going to cost me more - but how much more ?

Please don't tell me to use LIVE CHAT - I tried that and got nowhere ....