Is Utility Warehouse for real? Or legal?

roomwithaview · 5 February 2014 at 11:57AM

Hi,

I have been Utility Warehouse Gold member from Dec 2012. In June 2013 the builders discovered a serious structural fault Flat 3, so we moved to Flat 4 next door, which just happened to be unoccupied at the time.

I made our move official by signing the new Tenancy Agreement at the beginning of August 2013, and promptly informed the Utility Warehouse - up to that point, we were using the broadband/phone hub from Flat 3, and naturally wanted everything moved to Flat 4.

Long story short, I'm still waiting. UW moved the electricity and gas accounts, but told us that our address wasn't on the Royal Mail database so they couldn't move the phone/broadband account. I have tried reasoning with them - they did, after all, come and connect the hub in Flat 3 no problem, but they dug in their heels and said there was nothing they could do, unless I underwent a very complicated (and I was sure, unnecessary) process involving a pile of dosh, my local council and the Royal Mail. So I just continued to use the hub from next door and pay bills regularly via one monthly direct debit (electricity & gas for our new home at Flat 4, and broadband and telephone for Flat 3).

Is this even legal?

Btw, I now want to move with Talk Talk, who had no problem finding my address, but UW wants me to pay an early cancellation charge, which feels just like a nail in a coffin (headed for an early grave!). I refused and was was told a supervisor will call me within 24h - this was Monday morning, so 48h ago, and I'm still waiting.

Your thoughts and/or experiences would be very welcome.

Thanks,

roomwithaview