topic Re: Switch to Utility Warehouse - early termination fees or not? in Fibre

Switch to Utility Warehouse - early termination fees or not?

t1redmonkey — Thu, 30 Oct 2025 12:47:57 GMT

Just double checking. Got an email just now and at the bottom it says there are no early termination fees if we switch before 30th November 2025. I phoned yourselves up to confirm, but they told me there are still early termination fees! I'm confused now - which is the right answer?

Re: Switch to Utility Warehouse - early termination fees or not?

Mandisa-TT — Thu, 30 Oct 2025 12:52:37 GMT

Hi @t1redmonkey Thank you for reaching out. I understand your confusion regarding the early termination fees. To clarify, if you decide to cancel your service, you will be liable for the early termination fee.

Re: Switch to Utility Warehouse - early termination fees or not?

t1redmonkey — Thu, 30 Oct 2025 12:54:12 GMT

This is a quote from the email you've just sent all customers which says there are no fees:

If you’re considering cancelling due to these changes, you can change or cancel your broadband and home phone any time before 30th November 2025 without paying any early termination fees. Just contact a new provider to switch, or to cease your service entirely, contact us at talktalk.co.uk/chatwithus. As your new provider, UW would love the chance to chat through your options and see if anything can be done to help you stay, call UW on 0333 777 0777.

Re: Switch to Utility Warehouse - early termination fees or not?

Mandisa-TT — Thu, 30 Oct 2025 13:02:51 GMT

Thank you for the information. I will escalate this to my manager. Could you please provide a screenshot of the email indicating the sender's address? If the email contains your personal information, please send the screenshot via a private message.

Re: Switch to Utility Warehouse - early termination fees or not?

t1redmonkey — Thu, 30 Oct 2025 13:03:20 GMT

See attached

Re: Switch to Utility Warehouse - early termination fees or not?

Mandisa-TT — Thu, 30 Oct 2025 13:40:47 GMT

Thank you for the information. I have advised that I will escalate to my manager and they've confirmed that you will be liable for the charges. Additionally, they are currently reviewing the email address that was sent to you. If you have any further questions or need assistance, feel free to reach out.

Re: Switch to Utility Warehouse - early termination fees or not?

Billx — Thu, 30 Oct 2025 14:04:23 GMT

Hi, @t1redmonkey

This looks like a scam to me.

The senders email address is showing as 'info@consumer.talktalk.co.uk'

However the contents of the email, seem to imply that email is coming from Utility Warehouse, who would like to transfer your TalkTalk broadband account to themselves.

Have you actually asked either TalkTalk or Utility Warehouse to move your account to Utility Warehouse?

Re: Switch to Utility Warehouse - early termination fees or not?

ferguson — Thu, 30 Oct 2025 14:07:00 GMT

@Billx

Are you aware that TalkTalk are in the process of migrating certain customers to Utility Warehouse?

Re: Switch to Utility Warehouse - early termination fees or not?

Gliwmaeden2 — Thu, 30 Oct 2025 14:07:01 GMT

It's not a question of asking to be moved, @Billx, it is a business decision, but it may well be a convincing scam.

@t1redmonkey, Talktalk's own pages say:

See:

https://help-centre.talktalk.co.uk/Billing_and_Payments/Something_else/Utility_Warehouse_Transition_FAQs

Re: Switch to Utility Warehouse - early termination fees or not?

Billx — Thu, 30 Oct 2025 14:09:58 GMT

Sorry about that. No, I have not heard of some TalkTalk accounts being transferred to Utility Warehouse.

Re: Switch to Utility Warehouse - early termination fees or not?

ferguson — Thu, 30 Oct 2025 14:10:01 GMT

@t1redmonkey

If you hover over the email links within that email, what are the actual addresses showing?

Re: Switch to Utility Warehouse - early termination fees or not?

nambuso-TT — Thu, 30 Oct 2025 14:12:53 GMT

Thanks for supporting @ferguson

Re: Switch to Utility Warehouse - early termination fees or not?

ferguson — Thu, 30 Oct 2025 14:14:24 GMT

No worries. Having said what I did though, the email does appear to be addressed by name, which would be unlikely from a scammer.

Re: Switch to Utility Warehouse - early termination fees or not?

fr8ys — Thu, 30 Oct 2025 14:32:28 GMT

It doesn't appear to be a scam at first glance and there are good sound legal reasons, to my mind, that customers in this instance, are able to move without fees be applied.

In view of this I have raised this with the Forum Manager, with my legal reasoning, and asked for urgent clarification.

Re: Switch to Utility Warehouse - early termination fees or not?

nambuso-TT — Thu, 30 Oct 2025 14:35:03 GMT

@ferguson Thank you so much for your help:)

Re: Switch to Utility Warehouse - early termination fees or not?

retroboy — Thu, 30 Oct 2025 14:35:50 GMT

I've just seen this thread after starting my own on the same topic.

I too was sent the same email from TalkTalk today stating no termination fees if I switch away before 30th November.

I'm thinking it's more likely an error by TalkTalk on the email. Either that or there is crossover confusion with TalkTalk T&C's and UW T&C's

Re: Switch to Utility Warehouse - early termination fees or not?

nambuso-TT — Thu, 30 Oct 2025 14:43:38 GMT

We are looking into this. If you have any queries @retroboy, please refer to your thread and we will be more than happy to assist. Thanks

Re: Switch to Utility Warehouse - early termination fees or not?

fr8ys — Thu, 30 Oct 2025 14:46:52 GMT

@retroboy I think it's the T&C issue, which is what I'm alluding to in my post re sound legal reasons, but I didn't want to speculate on this further here.

As said I've raised it with the Forum Manager and feel it needs urgent clarification.

Btw, you've done right to raise your own topic as it highlights an issue by more than one person.

Re: Switch to Utility Warehouse - early termination fees or not?

Billx — Thu, 30 Oct 2025 15:17:32 GMT

From what has transpired, it seems that the TalkTalk customers affected, will have to move from TalkTalk to Utility Warehouse, unless they are not happy moving to Utility Warehouse. This will not incur any early termination fee.

If they are not happy moving to Utility Warehouse,

they may cancel or move to a NON-Utility-Warehouse provider, before the 30th November, and not incur any early termination fee.

If the 30th November arrives and/or the account has moved to Utility Warehouse, and then the customer is still not happy,

then they may cancel or move to a NON-Utility-Warehouse provider, but incur early termination fee.

Re: Switch to Utility Warehouse - early termination fees or not?

ferguson — Thu, 30 Oct 2025 15:24:26 GMT

@Billx

That is your speculative opinion. Customers affected need official clarity from TalkTalk which is what we are trying to ascertain.