All your
Questions Answered!
FAQ
Energy
Typically it takes between two and five working days to switch your energy supply.
If you’re transitioning to us with a smart meter, we’ll make an automatic attempt to establish connection during or near the activation of your energy service.
In certain instances, if we haven’t successfully linked to your smart meter, we may require you to furnish an initial meter reading. Until the connection with your smart meter is established, we may request you to keep providing manual readings.
Should any difficulties arise in connecting to your smart meter, we will promptly inform you.
If your account shows a surplus:
Typically, you should receive your closing statement from your former provider within six weeks, though it often arrives sooner. If there’s a surplus on that account, they’ll reimburse you accordingly.
If your account shows a deficit:
We recommend settling any outstanding balance with your previous provider prior to transitioning to us. Unsettled debts could potentially obstruct your switch to our services and lead to delays.
Fixed Tariff:
Under a fixed tariff, your unit rates and standing charges remain unchanged for a specified duration, usually a year. However, the total amount you pay can vary based on your energy consumption.
Fixed energy tariffs are accessible to customers who subscribe to two or more eligible services with us.*
Variable Tariff:
With a variable tariff, the price of your energy may fluctuate in accordance with wholesale costs. We commit to providing you with 30 days’ notice prior to any adjustments in prices.
Smart meters do not impact the amount of energy consumed or the cost of your energy tariff.
However, they enhance the precision of our billing process. This is achieved by our engineer obtaining an up-to-date reading from your previous meter during the upgrade, followed by automatic readings from your smart meter.
If we have not received recent meter readings from you or a meter reader prior to your smart meter upgrade, it is probable that our estimates of your energy usage were underestimated.
To verify this, please review your past bills. You may notice estimated readings that could be lower than the actual reading obtained on the day of the upgrade. Consequently, any variance between the previous estimate and the new accurate reading may appear as if the upgrade itself caused an increase in your usage. However, the elevated bill is actually attributed to past energy usage that was not accurately calculated.
If your energy consumption has risen, it’s important to consider that many individuals are spending more time at home compared to before, resulting in increased energy usage, which could be a contributing factor to higher bills.
Our energy tariffs consist of a daily standing charge and a unit rate. The standing charge covers meter-related expenses, including routine meter readings and maintenance, and is applicable regardless of energy consumption.
The standing charge remains constant and does not fluctuate based on your usage.
FAQ
Broaband
Our broadband service delivers consistent and fast speeds, accompanied by a complimentary UW Wi-Fi Hub for uninterrupted connectivity. With unlimited usage and complimentary landline calls to fellow UW customers, you can stay connected hassle-free. Additionally, you can choose to enhance your experience with Whole Home Wi-Fi, which includes two Amazon eero devices ensuring a strong signal throughout your entire home.
If the installation appointment for your new Broadband isn’t convenient for you, don’t worry. Just notify us at least two working days before the appointment date, and we’ll be happy to rearrange it for you.
The easiest method is to inquire with Google by typing “What is my IP address?”
Another way is to access your router’s configuration page. If you’re using a router provided by your service provider, simply enter 192.168.1.1 into your internet browser’s address bar and log in using the credentials found on the router’s back panel.
Many contemporary services offer access to your systems through dedicated applications or software, eliminating the need for a Static IP for login purposes. For instance, numerous CCTV systems now enable remote access through proprietary apps such as Arlo or Ring.
Nevertheless, there exist more intricate systems that necessitate a consistent public IP address (referred to as ‘static’) to access services within your network. Examples of such systems include VoIP services, personal dedicated email servers, or various web services. In such scenarios, a static IP address becomes essential.
Whether you’re considering transitioning to a new provider or moving away from your current one, we’ve streamlined the process for you.
Our comprehensive help articles below contain all the essential information to facilitate a smooth switch. If you’re unable to locate the details you need, don’t hesitate to reach out to us via phone or email. Our contact information is conveniently listed at the bottom of each article.
At our company, ensuring your connectivity remains uninterrupted is a top priority. That’s why we’ve enrolled in Ofcom’s Automatic Compensation scheme for phone and broadband services. If you qualify, we provide automatic compensation under the following circumstances:
1. A technician misses a scheduled appointment.
2. Your service becomes operational later than the promised date.
3. There’s a delay in repairing the service loss.
FAQ
Mobile
We provide two straightforward options tailored to your requirements. All our packages include unlimited minutes and texts; the only difference lies in your internet browsing preferences.
Opt for our Essential plan, offering 8GB, or go for the all-in Unlimited+ plan, granting you limitless browsing.*
Rest assured, we utilize the top-notch EE mobile network, ensuring extensive coverage and robust signal strength nationwide.
With our monthly rolling contracts, you enjoy flexibility without being tied down.
Experience the lightning speed of 5G, surpassing any previous encounter. Stream videos in higher resolutions, elevate the quality of video calls, and download movies within seconds. With its expanded capacity, 5G accommodates numerous connections even in bustling environments.
5G complements 4G rather than replacing it. If you own a 5G device and subscribe to our Unlimited+ plan, you’ll have access to 5G connectivity. Your phone seamlessly connects to both 4G and 5G segments of the network simultaneously, providing access to both networks and their capacities.
We don’t provide a ‘Pay as you Go’ pricing option, but we do offer Budget Control.
This feature empowers you to have full command over your monthly expenses—you won’t exceed the cost of your selected price plan unless you decide to add a top-up.
Exclusively available with us, applicable to any price plan, and completely free! It serves as an ideal alternative to costly ‘Pay-as-you-Go’ tariffs.
If you’re subscribed to our Mobile Unlimited, Unlimited+, or Value Prime 40GB plan, a Fair Usage policy of 14GB is enforced when roaming within our European Zone. This means you can utilize up to 14GB from your allowance while roaming.
Upon reaching your Fair Usage policy limit while roaming, we’ll alert you, and additional charges will apply to continue using data within our European Zone.
You may need to order a replacement SIM in the following circumstances:
You need to upgrade from a 3G SIM
You changed your handset
Your original SIM didn’t arrive
Your current SIM is damaged or faulty
You lost your phone and/or SIM card
Your phone and SIM were stolen
If your handset is damaged, there are potential solutions available such as repair, replacement, or upgrade.
Kindly reach out to us via phone so we can explore the available options with you and determine the best course of action to swiftly restore your ability to make calls, send messages, and browse.
FAQ
Insurance
If you’re the homeowner (who permanently resides at the home) and you have one of the following services on your account*:
Home Phone
Home Phone & Broadband
Mobile
Gas and/or Electricity
* along with no outstanding payment on your account and a Direct Debit set up.
We provide two distinct insurance options:
– Buildings and/or Contents cover for homeowners.
– Contents cover for tenants.
Please note that we do not offer insurance cover for landlords or commercial property owners at this time.
If you find yourself unable to work through circumstances beyond your control, these insurance products offer compensation in two ways: a lump sum payout (Income Protector) or coverage for your bill (Bill Protector).
Additionally, they provide coverage for hospitalization resulting from an accident and compensation for accidental death (paid to the estate).
You’ll be able to make a claim by using your personal claims number.
Secure your home with our Boiler & Home Cover.
Rest assured, our claims team is at your service round the clock, 24/7!
You’ll receive a personalized claims number, located on page 1 of your Policy Schedule within your policy documents. Access your policy documents in your account online.
Coverage includes:
- Boiler breakdown
- Central heating
- Plumbing
- Drains
- Electrics
- Locks
- Roofing
- Pest protection
Yes, If you’re the homeowner (who permanently resides at the home) and you have one of the following services*:
Home Phone
Home Phone & Broadband
Mobile
Gas and/or Electricity
FAQ
Cashback Card
There is a one off application fee of £5 per account and an on-going monthly management fee of £3 per account (£2 until 1 April 2024).
You can utilize your Cashback Card at any establishment that accepts Mastercard.
From major supermarkets to renowned restaurants, we’ve collaborated with numerous well-known retailers to provide additional savings on your bill.
You can receive 1% cashback on all purchases made online and in-store (excluding Retail Partners), capped at £5, £10, or £15 per month, depending on the number of qualifying bundle services you have.
Here’s how the cashback is calculated:
– If you have 1 active Bundle Service with us, you’ll earn 1% cashback on your first £500 of spending, up to a maximum of £5 per month.
– If you have 2 or 3 active Bundle Services with us, you’ll earn 1% cashback on your first £1,000 of spending, up to a maximum of £10 per month.
– If you have 4 active Bundle Services with us, you’ll earn 1% cashback on your first £1,500 of spending, up to a maximum of £15 per month.
Bundle services include:
– Energy (Gas and/or Electricity)
– Mobile
– Broadband (Broadband and/or Home Phone)
– Insurance (Home Insurance and/or Boiler & Home Cover and/or Income Protector)
If you have multiple types of Bundle Service products (e.g., Boiler & Home Cover and Home Insurance), they count as one Bundle Service.
Please note that 1% cashback (excluding Retail Partners) will be forfeited if bills are not paid on time.
We apologize for the inconvenience you’re experiencing with your Cashback Card payment. Here are some common factors to consider, which may explain why your transaction is being declined:
1. Sufficient Balance:
Ensure that your card has enough funds available. As a prepaid debit card, you won’t be able to complete a purchase if there isn’t a balance on your card. You can verify your balance by accessing the ‘Cashback’ section of your account. If necessary, you can top up your card by selecting the ‘Top up’ option next to it.
2. Contactless Payment:
Contactless payments are limited to £100. Transactions exceeding this amount will be declined, requiring the use of Chip & PIN instead. Additionally, there’s a limit on the number of consecutive Contactless payments you can make to safeguard against fraud. If you’ve reached this limit (currently set at 10 payments in a row or transactions totaling over £135), you’ll be prompted to pay using Chip & PIN.
3. Correct PIN Entry:
Verify that you’re entering the correct PIN for your card. You can access your current card PIN in the UW app for confirmation. If you’ve entered an incorrect PIN three or more times, your card will automatically be blocked. To unlock it, visit an ATM that accepts Mastercard, select ‘PIN services’, and choose the ‘Unlock PIN’ option following the provided instructions.
4. Card Block:
Check if your card has been blocked for usage by navigating to the Cards section within the cashback area of your account. For guidance on unblocking your card, refer to the provided information.
If none of the above factors apply to your situation, please don’t hesitate to reach out to our team for assistance. We’re here to support you.