Utility Warehouse Takeover

[oooLisa]

I am one of the customers that are being moved to UW.

I was informed of this last year around July and then November 28th 2025, I received an email stating that I would be moved to UW on the 1st of January 2026, but would be able to leave penalty free before the 31st December 2025 if I would like to.

Midway through December, I looked into switching to another provider, but none of the switching services were able to do this for me and could not find me on their systems.
I queried this with the online chat tool and was informed that this was because my service UW migration had already begun in early December and I was “in between” TalkTalk and UW. 
I informed the agent on the chat tool that my email said I would have until the 31/12/25 to switch penalty free if I wanted to. He informed me that I should “ignore that” and I would have to take it up with UW from the 1/1/26. This obviously takes me out of the penalty free option which I am still annoyed about.

I have no idea who I am with anymore. I haven’t received any correspondence or account details from UW to check bills, details or set up direct debits etc. My TalkTalk account says my line has been disconnected.

What am I supposed to do? This is a nightmare and I feel like I have been forced into UW despite being given the option to leave by a certain date which has now passed.

[Philile-TT]

@oooLisa I will give an update once we receive feedback. Thanks. 

[Gliwmaeden2]

This information page may also be helpful,  @oooLisa:

https://help.uw.co.uk/article/broadband_and_landline/TalkTalk%20Customers/talktalk-customers-billing...

[Gliwmaeden2]

@oooLisa, this phone number was given to another customer to try to contact Utility Warehouse recently. 

It might be worth trying to see if you can get any clarification from them:

Utility Warehouse support: 0333 777 0777

[Gliwmaeden2]

@oooLisa, forum staff will not be back on here before Monday. 

[oooLisa]

Hi,

Were you able to find any answers at all? I’ve still not received any contact from Utility Warehouse and I am unable to see any bills or know when I’m supposed to pay it.

Thank You

[Philile-TT]

You are welcome. 

[oooLisa]

Thank you. Much appreciated 

[Philile-TT]

Thank you for confirming that, I needed this information to have a team look into. Please allow time for update. 

[oooLisa]

Hi,

Unfortunately I still haven’t received any correspondence from Utility Warehouse 

[Philile-TT]

@oooLisa please advised if you had or have not received communication from Utility Warehouse?

[Philile-TT]

You should have received if the account is fully migrated however, you will receive the communication because the account is disconnected with us. If you have any issues before receiving the communication, please contact us.  

[oooLisa]

I haven’t received anything from them in regard to login details, just the email on the 28/11/25 to let me know that migration would happen from the 1/1/26.

[Philile-TT]

It has not changed as yet. Please just double check if you have not received any correspondence from UW. If you have not like listed above it has not yet fully transitioned. 

[oooLisa]

When I enter my TalkTalk account number in UW, it just says “check your account number” so it’s not recognised by them. 

[Philile-TT]

Once your account has been transferred to Utility Warehouse, they will inform you of your new UW account number. Unless you’ve been told by Utility Warehouse that your account has been transferred, please continue to contact us as you normally would.  After the transfer completes, you’ll need to contact Utility Warehouse for support. Your direct debit will be with Utility Warehouse once you move over and they will provide all the relevant details once you’ve successfully transitioned

[oooLisa]

Thank you for clarifying.

I am just wondering how I will access a UW account because I haven’t received any correspondence with account or log in details. 
I just want to be able to access billing information etc.

[Philile-TT]

@oooLisa I am sorry but the account has been migrated over. 

[Philile-TT]

@oooLisa I will be looking into the account and advise further. 

[oooLisa]

Hi.

Thank you for responding.

Im not sure if the migration has happened yet or not. I’m very confused with the whole situation to be honest.

[Philile-TT]

@oooLisa I am sorry that this has happened to you, I understand the frustration and inconvience that this has caused you. I Just need to find out if you have fully migrated.