Our response to the coronavirus

The health and safety of our employees, customers and Partners is paramount, and we’re following government guidance to keep everyone safe and well in these challenging times.

See below for how we're managing key functions - and we apologise for any inconvenience this may cause.

How we’re managing our customer service

We’re doing everything to make sure our call centres run smoothly, and are currently operating with a reduced number of customer service advisors.

Please help us to protect our services for our vulnerable customers and those most in need, by first using our online help to answer your query.

How we’re managing visits from engineers

Light bulb replacement and smart meter upgrades

 

In line with the most recent Government guidance, engineers fitting smart meters or our free LED light bulbs are no longer able to carry out appointments – except in an emergency.

 

For those Members who’ve already had their appointments confirmed, we’ll be in touch as soon as possible to arrange an alternative date and time. 

 

Landline and broadband appointments 

 

New landline or broadband installations requiring access to the inside of your home are not possible at the moment and appointments may need to be rescheduled to dates beyond 1 June 2020.

How we’re supporting our prepayment customers

If you’re a prepayment customer, we’re writing to you separately with advice on how to manage your energy supply and other support.

How we’re handling emergency fault repair appointments for Members

Emergency fault repairs are still a priority. Engineers will assess the situation and work to fix the problem from outside your home whenever possible. This includes remote repairs at the exchange. Where a fault can't be fixed without entering your property, strict Openreach service protocols will be followed. The appointment may also need to be rescheduled.

How we’re managing Automatic Compensation for phone and broadband orders and faults

We have temporarily paused the Automatic Compensation scheme as of 24 March 2020. This is due to Ofcom guidance on the current coronavirus situation resulting in delays to the provision and repair of services.

 

  • Members awaiting a phone or broadband service to be provided won’t be charged until their service goes live.

  • Members who experience a loss of service while awaiting a phone or broadband fault to be repaired will be provided a credit for their service charge after the fault is resolved if a network fault is found.

 

Please note: This page will be updated once Automatic Compensation is resumed. Click here for more details about the scheme.

How we’re helping Members access Government and Health information on their mobiles

From 1 April 2020 access to the following websites from a UW mobile is free:

 

NHS England website - https://www.nhs.uk/

 

NHS Scotland website - https://www.nhsinform.scot/

 

NHS Scotland website - https://www.nhs24.scot/

 

Northern Ireland Government website - https://www.nidirect.gov.uk/

 

Health in Wales website (English) - https://www.wales.nhs.uk/

 

Health in Wales website (Welsh) - https://www.wales.nhs.uk/gigcymruamdanomni

 

Health and Social care online Northern Ireland website - http://online.hscni.net/

 

UK Government website -https://www.gov.uk/

How we’re supporting Members in financial difficulty paying their bills

We understand this is a difficult time for our Members. If you are experiencing financial difficulty paying your bill, please contact us on 0333 777 0777 to discuss your situation. 

 

Please note: We’re currently operating with a reduced number of customer service advisors, many of whom are now working from home, but we’ll do our best to help you.

How Members can optimise their broadband connectivity

During this time our Members may be at home using their broadband a lot more and sharing their connection with other members of their household. To optimise your broadband see this help page

 

If you are a Standard Broadband customer we offer two Fibre broadband services which provide faster speeds. These are:

 

  • Ultra – average speed 35 mbps

  • Ultra Plus – average speed 63 mbps

 

For more information on upgrading your broadband to fibre please contact us on 0333 777 0777

 

Please note: We’re currently operating with a reduced number of customer service advisors, many of whom are now working from home, but we’ll do our best to help you.

How Members can manage their mobile service for increased usage

During this time our Members may be using their mobile a lot more to keep in touch with family and friends. You can choose from a wide range of great value tariffs in the Clubhouse.

 

Tip: If you’re at home, remember to switch on your mobile’s Wi-Fi connection so that it connects through your home broadband instead of using your mobile data allowance.

How Members can manage their phone service for increased usage

During this time our Members may be using their phone a lot more to keep in touch with family and friends in the UK or abroad. The following flexible call bundles are available to you:

 

  • Peak Saver - Provides unlimited calls to UK landline numbers (beginning 01, 02, 03) and UK mobile numbers, at any time.

  • Off Peak Saver - Provides unlimited calls to UK landline numbers (beginning 01, 02 and 03) and UK mobiles, on weekdays from 7pm to 7am and on weekends.

  • International Boost - Includes an allowance of 1,000 minutes every month (in total) to 50 top international destinations.

 

To add a call bundle visit the Clubhouse.

How Members can activate their budget control option for mobiles

Members who’d like to have more control of their spending on calls and data can activate a budget control option that stops them from going past their set tariff limit. When the tariff limit is reached there is the option to top up via the Clubhouse or by calling ‘150’ from their UW mobile.