This thread has been split from Utility Warehouse Switch To 0800 From 0844.

The changes referred to in the OP are covered in the Utility Warehouse Frequently Asked Questions under the heading "November Changes".

One question that springs to mind in relation to the new charge for inclusive daytime calls is are you on a legacy package? That is one that is no longer available for new customers and hasn't been so for a while. If you are, then is the £5.50 charge for inclusive daytime calls simply bringing you into line with the current offering?

Irrespective of whether this is the case, £5.50 seems a good price for inclusive daytime calls. I'm not familiar with Utility Warehouse's pricing, but I'll offer conjecture that its free weekday daytime inclusive calls was a loss leader. Comments from someone who knows more will be appreciated.


As for the limit on data download, it only applies where the subscriber is connected to the "extended (BT) network". The limit is 100GB with additional gigabytes, or part thereof, being charged at 25p each.

Where the broadband is provided by Utility Warehouse's LLU partner (which I believe is TalkTalk) then there is no limit. This is obviously governed by TalkTalk having a presence for broadband provision in the subscriber's exchange and it having spare capacity.

LLU means "Local Loop Unbundling", the local loop being the pairs of copper wires that run between subscribers' premises and the local BT exchange building. When there was only BT, all phone lines ran to the local exchange and connected to BT's equipment, which carried calls onwards and into the (BT) network.

Now there are other network providers which are allowed to install their own equipment within BT's exchange buildings, connecting to the local loop, which is operated by BT Openreach. Whilst there are a lot of retail providers out there, there are relatively few network providers (the telcos that run the equipment).

In the case of Utility Warehouse, it purchases (LLU) service from the wholesale arm of TalkTalk. However, TalkTalk doesn't have a presence in every exchange, so where it doesn't Utility Warehouse obtains service from BT Wholesale and it is this service which is subject to the 100GB limit. Thus, "extended (BT) network)" refers to BT Wholesale provision of broadband.

I imagine that the limit could be down to BT Wholesale's charging structure (which I haven't looked into). It stands to reason that Utility Warehouse is only likely to purchase service from BT Wholesale in cases where TalkTalk is unable to supply. Utility Warehouse's retail charge for broadband supplied by BT Wholesale is greater than that supplied by TalkTalk.

Dave, thanks for the post, you may be right about the legacy package, it dates to when we moved three years ago & could at last take advantage of the four services - gas, electric, phone & broadband.  It wasn't so much the amount of the charge (although any increases these days are not good, particularly when combined with a hike in the energy costs as well), it was that this was included in a very long and complicated three page letter of changes which left me dizzy!    I was obviously not alone as I queued for longer than I have ever done before to get through to them!   The FAQs didn't answer any of my questions as, like most others I expect, I wanted the specifics of how it would affect me.
As I say, your comments about the data limit and extended BT network are very helpful, I did try googling data limits but didn't find anything helpful (far too much maths involved!!)   Someone said they thought fibre optic might be coming this way, don't know what difference that might make.

Anyway, thanks to you & bigjohn for the help.