Welcome to the Utility Warehouse

"My daughter joined the Club and now I call her for free,
even if she's on her mobile!"

Frequently Asked Questions


Click the headings below to see the answers to your questions.

  • Your First Bill

    • General billing

    • How often will I receive a bill?
      When will my Direct Debit be taken?
      Can I change my Direct Debit payment date?
      Can I manage my account online?
      Why aren’t all of my services showing on my bill?
      What is Bill Protector?
    • CashBack

    • Can I get a copy of my bill?
      Why hasn’t some of my CashBack shown up on my bill?
      Why are there two sections for CashBack on my bill?
      How do I top-up my CashBack card?
      I purchased an Online Shopping item via your Clubhouse but the percentage promised as cashback on your website differs from the amount I have received on my invoice, why is this?
      How much does the Cashback card cost?
      How do I get 3% CashBack on my fuel at Sainsbury’s?
    • Energy

    • How have you calculated my energy usage?
      How often should I provide meter readings?
      What is a Standing Charge?
      What is a Budget Plan?
      Why are you charging me when there is no energy use showing on my bill?
    • Home Phone/Broadband

    • When are Home Phone peak rates?
    • Mobile

    • If I joined mid-month, how many inclusive mobile minutes will I have?
      Can I change my mobile price plan?
      How many inclusive mobile minutes do I have left?
  • Home Phone

    • General information

    • What is Home Phone?
      I have a 1571 voicemail service and other select services on my line. Do you offer these features?
      I am receiving nuisance calls, is there anyway to stop them?
      Can I bar certain numbers (premium rate, international etc) from being dialled from my landline?
      Directory Enquiries
      What free calls do I receive on my Home Phone service?
      What are Call Discount Options, and how do I add one?
    • Connection details

    • How do I apply?
      Is it easy to transfer?
      Can you install a new line for me?
      I pay my telephone bill to Virgin's Cable Network, can I connect to UWDC?
      I do not have the same phone services that I had with my previous supplier. Why?
      I've transferred to you, but no longer have the 1571 service available. How can I get it back?
      Can I access my voice messages remotely?
    • Billing information

    • Why have I been charged when I didn’t make any calls?
      I'm checking the itemisation of my invoice, and the rate doesn't seem to match your published rate. Why?
      What are local rated calls?
      When are Home Phone peak rates?
    • Faults

    • What if my line develops a fault?
      My line is dead, what should I do?
      How can I resolve noisy line / interference problems?
      I’m having technical problems with my home phone - what do I do?
      I have no dial tone
      My line is noisy/faint
      I cannot make calls
      I am receiving calls which are meant for other people (crossed line). What can I do?
      My Call Minder service isn't working. What can I do?
      My Caller Display service is not working
      My Call Diversion service isn't working correctly. What can I do?
      I am unable to call a particular number (Destination Fault). What can I do?
      I've noticed damage to the telephone line outside my house. What should I do?
      I have already reported a fault. How long will it be before it's fixed?
      I have been advised by your Faults team that there is an outage/ongoing incident. How long will it take to resolve?
      How do I cancel a fault that I have reported?
      I cannot receive calls
    • Calling features

    • What is Call Waiting, and how do I use it?
      What is Caller Display, and how do I use it?
      What is Call Diversion, and how do I use it?
      What is Choose to Refuse, and how do I use it?
      What is Ring Back, and how do I use it?
      What is Reminder Call, and how do I use it?
      What is Three Way Calling, and how do I use it?
      Call Minder and Call Minder Plus
      What is Anonymous Call Rejection, and how do I use it?
      What is Peak Saver?
    • Smart box customers

    • Can I make savings on calls from extensions in my home which don't have a Smart box connected?
      Will your Smart box work with BT Highway?
      Can I connect my modem to the Smart box?
      Can I use the Smart box on my fax machine / answering machine / cordless telephone?
      I'm hearing a musical tone when I lift the handset. What should I do?
      Since I plugged the Smart box in, my phone has stopped ringing?
      I have plugged in my smartbox, but I can't make any calls?
      Will Ring Back work through the Smart box?
      How can I transfer a call from one extension to an extension with the Smart box plugged into it?
  • Mobile

    • General information

    • I have a handset already; will your SIM work in it?
      Can I use my phone abroad?
      How do I set up voicemail?
      What should I do if my phone is lost or stolen?
      What tariffs are available to me?
      Do you offer a pre-pay mobile service?
      What is a data bundle, and why do I need one?
      How do I access voicemail?
      How do I record a personalised voicemail greeting?
      I am going abroad soon. How can I ensure I can use my phone overseas?
      Why am I unable to access certain websites on my mobile?
    • Network information

    • Does your mobile network offer good coverage?
      I'm getting messages about roaming
      I've got a Smartphone and keep getting a warning message about the data roaming charges. What should I do?
      Why do I sometimes see a roaming icon or the word roaming or another data roaming message on my screen when I text or send picture messages or use the internet?
      Why does my phone display change?
    • Handset information

    • What happens if my phone is lost, damaged or stolen?
      What handsets do you offer?
      How do I add/remove call diverts?
      I'm using an iPhone. How do I turn data on/off?
      How do I turn the data on or off on an Android handset?
      I would like to upgrade my handset
    • Connection details

    • Do I have to take a handset from you?
      How do I sign up?
      Can I keep my existing telephone number?
      Do I have to call to activate my phone?
      I have been sent a new SIM. How do I activate it?
      I need a micro-SIM for a new handset
    • Billing information

    • Why have I not been given my full amount of free minutes?
      When I add up my call lengths it seems as though I haven’t been allowed my full amount of free minutes. Why?
      I’m on ValuePay. Why have I been charged when I didn’t make any calls?
      How much will it cost to make and receive calls whilst I am abroad?
      How much will it cost to dial an international number from my mobile?
      How can I top up my mobile?
      How do I check how many minutes I have left on my mobile this month?
    • Faults

    • I have no mobile signal
      I am unable to make calls
      I am unable to receive calls
      I am unable to access the internet on my mobile
      My phone will not turn on
      The battery on my mobile handset doesn't last very long
      I am unable to send or receive picture messages
      The Internet is running slowly on my mobile handset
  • Internet

    • Broadband Shop

    • What is the Broadband Shop?
      What can I get from the Broadband Shop?
      What type of Wireless Router do I need?
      What cable do I need to connect my PC to my router?
      Who is Technicolor?
      Who is ZyXel?
      Who do I call if I have a problem setting up equipment purchased from the broadband shop?
      Where can I buy internet equipment?
    • General information

    • What Broadband packages do you offer?
      I have a fixed-line broadband service with another provider. Can I transfer this to the Utility Warehouse?
      I want to use my Broadband service when I'm on the move
      Will I notice an interruption to my service when I switch?
      What equipment do you supply?
      I want to connect more than one computer to the internet. How do I do this?
      Do you offer any virus protection?
      What is a micro-filter?
      What is a Data Allowance, and what happens if I exceed it?
      What do I do with the username and password I have received?
      How can I retrieve my webmail password?
      Can I have a static IP address?
      Why are micro-filters important?
    • Webmail

    • Can I create multiple folders in Web Mail to store my emails?
      Will I be able to create contact groups?
      How do I view the email address of people that I place into a contact group?
      How do I edit saved contact details?
      What is the maximum number of email recipients that I can send a single email to?
      How do I mark an email that I have received as spam?
      How do I display all of the recipients of any email that I receive?
      Can I auto forward messages received to my email address provided by the Utility Warehouse to another email address such as Gmail, Hotmail, Yahoo?
      Can I change the font I use in Web Mail messages?
      What is the size of my mailbox?
      What is the maximum size of an attachment when sending via email?
      Does this version of Webmail have a spell check?
      I am unable to send a message to a particular email address. What can I do?
      I am unable to receive a message from a particular email address. What can I check?
      I am receiving a lot of bounce back emails indicating the messages I sent were undeliverable. What can I do?
    • Mobile Broadband

    • Can I setup an email account?
      I am going abroad soon. How can I ensure I can use my Mobile Broadband overseas?
    • Connecting

    • What broadband settings do I need to configure my own router?
      When will I receive my wireless router?
    • MySecurePC

    • What is Anti-virus software?
      What is a Firewall?
      What is Anti-spyware software?
      What is Parental Control?
      How can I check if my computer meets the system requirements for MySecurePC?
      How do I install MySecurePC?
      MySecurePC is downloading updates after the installation. Why is this?
      Are two Anti-virus programs better than one?
      Does MySecurePC work with other Anti-virus or Firewall products installed on my computer?
      Is MySecurePC compatible with Windows XP SP2 or SP3 Security Center and the internal Firewall of the operating system?
      How can I check which version of the Windows operating system I have?
      Which operating systems does MySecurePC support?
      After installing MySecurePC I have no access to the Internet or my e-mails. What can I do?
      How do I uninstall MySecurePC?
    • Technical help

    • I'm not getting the speed I was expecting. What can I do?
      What should I do to get online?
      What can I do to improve the range of my wireless router?
      I'm having trouble connecting wirelessly. What can I do?
      My internet connection is unstable, what can I do?
      Why does my wireless password no longer work?
      How can I reset my router back to its factory default settings, and what will happen if I do?
      Is there any difference in speed between a wired and wireless connection?
      Why can't you guarantee my speed?
      Why are there no lights on my router?
      Why do some lights on the router flash intermittently?
      My router is getting hot, what should I do?
      The lights on my router are flashing as they should, but I still can't access web pages?
      How do I setup my email account in email client (such as Microsoft Outlook)?
      Can I collect email when I'm on the move?
      What is the maximum size of attachment I can send on my email?
  • Gas and Electricity

    • Business Club

    • Am I in a contract with you?
      What is the Climate Change Levy (CCL)?
      How should I declare my VAT status?
      What does a standing charge pay for?
      Part of my energy consumption is charged at 5% VAT and the rest at 20% VAT - why?
      I am in a rolling contract with my current supplier, but I want to switch - what can I do?
    • New customers

    • How often am I invoiced?
      The amount I was quoted on my application form and the amount I am being charged are different. Why?
      The Budget Plan amount is too much - how can I change it?
    • Transferring

    • I am transferring my energy to another supplier. When will I receive my final invoice?
    • Connecting

    • How long does it take to transfer?
      My current supplier has objected to the transfer. What should I do?
      When should I give my opening meter reading?
      What is an MPAN/MPRN?
    • Budget Plan

    • What is a Budget Plan?
      Do I have to pay by Budget Plan?
      I am a new customer. How do you calculate what my Budget Plan payments should be?
      My Budget Plan is wrong. Can I get it changed?
      My Budget Plan is in credit - can I have a refund?
      How often do you review my Budget Plan?
      Why has my monthly Budget Plan amount changed?
    • Meters/Metering

    • How do I know if my gas meter is a metric or imperial meter?
      Do I have to give a meter reading every month?
      Why do you estimate meter readings?
      When is the best time to give you a meter reading?
      How often do you send an engineer to take a meter reading?
      Can Economy 7 be charged at a single rate if electricity is not being used at night?
      How do you convert my gas units into kWh?
      What is an Electricity Supply Number (MPAN)?
      What is a Meter Point Reference Number (MPRN)?
      When does the electricity night/low rate come into effect?
      Who reads my meter?
      I'm expecting an engineer. Can you tell me when they'll arrive?
      I'm concerned I'm being billed for the incorrect meter. What can I do?
      My meter has stopped working - what should I do?
      I need to move my meter - how do I arrange this?
      How can I arrange to replace my prepayment meter with a credit meter?
      What is an Economy 7 meter?
      What is an Economy 10/white heat/heatwise meter?
      The meter serial number on my bill is wrong. What should I do?
      How often should I read my meter?
      I have been contacted by Lowri Beck, who are asking for a meter reading. Should I give it to them?
      My meter reading is 'out of range'. What can I do?
    • Bills

    • What ways can I pay my energy bill?
      How can I check if I am paying the best price, or on the correct tariff for my usage?
      What is the Climate Change Levy (CCL)?
      My bill seems unusally high. What can I do to reduce my consumption?
      How can I reduce my energy bill?
      Why is there a standing charge, and what does it pay for?
      Can Economy 7 be charged at a single rate if electricity is not being used at night?
      There is no energy usage showing on my first bill - why are you still charging me?
      How do you calculate estimated meter readings?
      When is my bill due for payment?
      Why have you estimated my bill even though I gave you a meter reading?
      What should I do if I haven't received my final invoice from my old supplier?
      Why do you estimate meter readings?
      How do you convert my gas units into kWh?
      Why doesn't the meter reading you've used match my meter reading?
      I'm unsure about the usage on my invoice. How can I get it checked?
      My bill is estimated - how do I update it?
      I have submitted readings but they are not on my invoice. Why?
      I think my Economy 7 meter readings have been entered incorrectly
      My opening read is wrong. What can I do?
      I have been charged by both the Utility Warehouse and my previous supplier - what can I do?
      Free debt advice
      Do you offer a Dual Fuel Discount?
      Can I change to a different energy tariff?
    • Prepayment

    • What is a prepayment meter?
      How much am I paying towards my oustanding balance on my electricity meter?
      How much am I paying towards my outstanding balance on my gas meter?
      How does my electricity weekly recovery rate work?
      How does my gas weekly recovery rate work?
      I am moving into a property with a prepayment meter. What do I need to do?
      I am getting an error when I try to top up my meter. What should I do?
      What is electricity emergency credit?
      What is gas emergency credit?
      How do I top up my prepayment meter?
      What information can I see on my electricity meter screens?
      What information can I see on my gas meter screens?
      What should I do if I have no gas and/or electricity?
      Can I change supplier if I am paying with a prepayment meter?
    • Support

    • Warm Home Discount Scheme
      Fuel Direct
      Energy Efficiency
      What is the Priority Services Register?
  • Internet Phone

    • General information

    • What is Internet Phone Line?
      How does it work?
      Can I take Internet Phone Line as a single service?
      How long will it take to receive my Internet Phone Line?
      I live in the Channel Islands, can I apply for Internet Phone Line?
      Can I transfer an existing number onto the Internet Phone Line, rather than take a new number?
      Where in the world can I use it?
      Can I use my Internet Phone Line number as a terminating number for my non-geographical number?
      Can I use 1471, 1571 etc on Internet Phone?
    • Tariff details

    • How much does it cost?
      Is there a minimum term contract for Internet Phone Line?
      Can I have your Discount Plans on your Internet Phone Line service?
      Why have I been charged for Internet Phone when I haven’t used it?
    • Technical details

    • Do I need two boxes for two extra lines?
      Can I use an answer machine on my Internet Phone Line?
      Can I use my Internet Phone Line for my fax/pdq machine?
      Is there anything else I should know?
  • Bills

    • Your bill explained

    • Why are my payments different to the quotation on my application form?
      Why doesn't the meter reading you've used match my meter reading?
      Why have I been charged when I didn’t make any calls?
      I do not have the same phone services that I had with my previous supplier. Why?
      Why have I not been given my full amount of free minutes?
      When I add up my call lengths it seems as though I haven’t been allowed my full amount of free minutes. Why?
      I’m on ValuePay. Why have I been charged when I didn’t make any calls?
      Why are there two pages of CashBack on my bill?
      The CashBack for some items hasn’t shown up on my bill. Why?
      I didn’t get CashBack on my fuel at Sainsbury’s. Why?
      Can I get a copy of my bill?
      My invoice says offset to outstanding? What does this mean?
      What does GPRS mean on the mobile section of my bill?
    • General

    • What are your Peak and Off-peak times?
      Are there Peak and Off-peak charges for your international calls?
      Do you offer email billing?
      Can I manage my account online?
      Data usage tips
      I've opted for online billing. How do I view my bills?
      How do I add a name to my invoice?
    • Payment options

    • Why should I pay by Direct Debit?
      Do I have to pay by Direct Debit?
      When will my Direct Debit be taken?
      How can I change my Direct Debit details?
      When will I receive my invoice?
  • CashBack card

    • General information

    • What is the CashBack card?
      Which retailers are offering CashBack on my Utility Warehouse bill?
      Where can I use my card?
      Is my money safe if the card is lost or stolen?
      Can I get a card for other family members?
      How much does the card cost?
      Is there a minimum term contract on the card?
      When will I receive my card?
    • CashBack information

    • How do I receive my CashBack?
      Will I receive my CashBack on Special Offers and Sale prices?
      The CashBack for some items hasn’t shown up on my bill. Why?
      Why are there two pages of CashBack on my bill?
      How long does it take for Cashback to be applied on my invoice?
      I've not received CashBack on my fuel purchases at Sainsbury's. Why?
    • Topping up

    • How do I top up my card?
      Do I have to pay anything to top up my CashBack card?
    • Using

    • How will I know what I've spent?
      Can I use it to buy on the Internet? By Phone? Abroad?
      Can I get cash out of an ATM?
      Will I still get Nectar or Boots Advantage points?
      How can I check my balance?
  • Moving Home

    • General information

    • What information do I need to provide when I am moving home?
      How much will it cost me if I return my modem/wireless router/smart box?
      Should I cancel my Direct Debit when I am moving house?
      Why have I received a letter saying that I am leaving the Utility Warehouse, when I am just transferring my services?
      I currently have a CashBack card. Do I need a new card for my new property?
      My mobile is currently with the Utility Warehouse and I am moving house. What do I need to do?
    • New Occupiers

    • I am moving into a property where you are the suppliers of gas and/or electricity. What do I do?
      Am I tied into a contract with you for gas and electricity at my new property?
      How will you know how much to charge for gas and electricity at my new property?
      I haven't taken a meter reading for new property - what can I do?
      My opening meter reading is wrong/is an estimate. What can I do?
      I am in a contract with my previous supplier. Can I continue with them at my new property?
      I am moving into a property where you supply gas and electricity on prepayment meters. What do I need to do?
      I've moved into a property where you are the suppliers of telephone and broadband. What do I do?
      If I take over the telephone and internet services already supplied at the property, do I have to pay any connection fees?
      Will I be tied into a contract for your telephony services?
      How long will it take for my telephone and internet to be active if I take over the services you supply at my new property?
      When will I receive my first bill?
    • Home Phone

    • When will I receive my final bill (for my old property)?
      I am moving abroad, how can I receive my final bill?
      Can I keep my existing number?
      Can I take your Home Phone service at my new property?
      How much notice do you need?
      Do I need to tell you if there is a BT socket in my property?
      What happens to the line at my old property?
      I'm moving home - what do I need to do?
      Why is there a £15 charge for transferring my service, even though there's a line already installed at the new property?
      I don't have a mobile phone. Why do I have to provide a mobile number when placing an order for telephone services?
      I'm only moving locally, and my area code isn't changing. Why can't I keep my existing number?
      There isn't a BT socket in my new property. Do I have to contact BT to arrange this?
      I am unable to keep my existing telephone number. Will I take over the telephone number at my new property?
      I currently have my telephone line with the Utility Warehouse and broadband with another supplier. Can I have my telephone and broadband at my new property through the Utility Warehouse?
    • Internet

    • Can I take your Internet service at my new property?
      Will there be any downtime during my move?
      Will my username and password change?
      When will I receive my final bill (for my old property)?
      I am moving abroad, how can I receive my final bill?
      I'm moving home - what do I need to do?
      Do I need to take my internet equipment with me to my new property?
    • Electricity

    • Can I take your Electricity service at my new property?
      How long does the transfer take?
      What happens at my old property?
      What do I need to do?
      I don't know the supply number at my new property.
      My new property has an Electricity prepayment meter. Can you still take this over?
      Will you notify the new occupiers of my property that you're their supplier?
      When will I receive my final bill (for my old property)?
      I am moving abroad, how can I receive my final bill?
      What information do you need when I move home?
      I'm moving home - what do I need to do?
    • Gas

    • Will you notify the new occupiers of my property that you're their supplier?
      When will I receive my final bill from you (for my old property)?
      I am moving abroad, how can I receive my final bill?
      What do I need to do?
      Can I take your Gas service at my new property?
      How long does the transfer take?
      What happens at my old property?
      I don't know the Meter Point Reference Number (MPRN) of my new Gas Supply.
      My new property has a Gas prepayment meter. Can you take this over?
      I'm moving home - what do I need to do?
    • Moving in

    • What is the process for transferring gas and electricity to my new property?
      Do I need to inform you who the current supplier is at my new property?
      How will I know when you are taking over at my new property?
      If it takes 4 - 6 weeks to transfer my gas and electricity at my new property, who will supply my energy before I transfer to you?
      How much does it cost to transfer my energy services?
      Do you need the meter readings for my new property?
      How will you know how much to charge for gas and electricity at my new property?
      How long will it take to transfer my phone line to my new address?
      How long will it take to transfer my broadband to my new address?
    • Moving out

    • When do I give my final meter readings?
      I have gas and electricity prepayment meters in my property and I'm moving out. What do I need to do?
      When will I receive my final bill?
      My Budget Plan has accrued a credit at my old property. How do I get this back?
      My budget plan is in deficit at my previous property. What do I do?
      My final bill is higher than I expected. What do I do?
      My latest bill uses is using estimated meter readings. How can I make sure my final bill is accurate?
  • Member Benefits

    • Bill Protector

    • What is Bill Protector?
      My account is in joint names - will we both qualify for the Accidental Death cover?
      My account is in joint names - will we both qualify for the Redundancy Protection?
      How can I change my Bill Protector level?
      Can I add Bill Protector again after I have cancelled it?
    • Benefits

    • What is the Share and Save Plan?
      Do I qualify for the 10% Extra Energy Discount?
      Do I qualify for the Double the Difference scheme?
    • CashBack

    • The CashBack for some items hasn’t shown up on my bill. Why?
      Why are there two pages of CashBack on my bill?
    • Shopping

    • What is 'findmethecheapest'?
      Online shopping
      Do I need to use my CashBack card if I am making a purchase via the Clubhouse?
    • Account Management

    • What is the Clubhouse?
    • Gold Bundles

    • How do I qualify for the Gold Talk Bundle?
      What benefits does the Gold Talk Bundle offer for new customers?
      How do I qualify for the Gold Energy Tariff?
      How do I qualify for the Double Gold Energy Tariff?
  • Other

    • The FreeCall App

    • How does it work?
      How much does it cost?
      How do I access voicemail on my FreeCall?
  • Can't find what you're looking for? Please Contact us for help and information.