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FAQs
Broadband FAQs
How do I claim my broadband vouchers?
BT Reward card
In order to claim your reward, you need to click on the following link below to BT’s website, log in and follow the instructions: http://www.bt.com/claimmyreward
Once you have claimed, your reward will be posted within 30 days so please allow enough time for your voucher to arrive.
Plusnet Mastercard or prepaid debit card
After your services have been activated, Plusnet will send an email with instructions on how to get your Mastercard/Prepaid Debit card. After the email has been received, you have two months to claim your reward.
Plusnet Amazon gift card
For an Amazon.co.uk gift card, Plusnet will email you a link that is valid for two months. Click it and fill out the onscreen form until you get to a confirmation screen. This screen will show you your Amazon gift certificate code, which you can start using straightaway.
Plusnet Cashback
For cashback, Plusnet will email you a link to their cashback claim page. This link is valid for two months. Within 30 days of clicking and filling out the onscreen form, your cheque should arrive at the address where your package is installed, in the name of the account holder.
Sky broadband vouchers
It will take up to 90 days from your purchase date to verify the sale and ensure your purchase is eligible for a Gift Card.
Once your purchase is verified, you will be sent instructions via email on how to choose your Gift Card.
You will have 90 days to claim your Gift Card from the date you receive the instruction email.
If you have any questions about how to redeem your Gift Card, or in the unlikely event that you haven’t received your Gift Card please make contact at hello@giftcloud.com. Please allow up to 120 days from the purchase date for your Gift Card to be received.
TalkTalk E-Gift card
TalkTalk will send you instructions to claim your reward within 90 days of your purchase. After you've received the instructions, you'll have three months to claim your reward.
Not received your voucher? Get in touch with TalkTalk at: uk-talktalkvouchers@awin.com.
TalkTalk Love2Shop voucher
TalkTalk automatically sends out a physical Love2Shop voucher to the address where your service was set up, so there's no need to submit a claim. However, it's worth noting that you may have to wait up to 28 days after your broadband is up and running to receive your voucher.
Vodafone vouchers
Your voucher will be sent to the email address you used to sign up following a validation period of 120 days.
Not got your voucher or just have a question? Contact: hello@giftcloud.com.
For more providers, take a look at our full guide on how to claim your broadband vouchers.
How do I cancel/amend my broadband order?
Uswitch acts as a display platform for providers to display their deals on our site. Please contact the provider in question directly who will be able to cancel your order.
Do I need to cancel my current broadband contract when I switch?
No, you no longer need to reach out to your old provider to cancel your current contract when you switch.
Thanks to a new broadband switching process called One Touch Switch, all you need to do is sign up to your new provider. They will then contact your old one and manage the transfer of your details.
It used to be the case that if you were switching to a provider that used a different broadband network – such as BT to Virgin Media – that you had to cancel your old contract yourself.
But after a new ruling from Ofcom in 2024, the same process applies regardless of which provider, or network, that you switch to.
Mobiles FAQs
Why haven't I received my phone/SIM card?
Once you select your deal, you are redirected to the provider/retailer's site where you will complete your order by entering your personal and billing information.
This means that Uswitch cannot locate customers' orders for mobile phones or trace or check the order's status, as no information is given to us by the customer on our website.
Please contact the retailer/provider directly to request a cancellation. Please note that the retailer/provider would have sent you an order confirmation email on the date of purchase. It is strongly advised to check your junk/spam folders as emails may sometimes get filtered here.
Can I keep my mobile number?
If you are switching to a different network provider, you can port your existing number by obtaining a PAC code from your current network provider and providing the PAC code to your new provider. The transfer can take up to 72 hours to complete.
If you currently are on a contract with the same network provider and are looking to place an order for a new contract with the same provider, you cannot port your existing number. You will be issued with a new contract and number. Please contact your current network provider for upgrade offers.
How do I unlock my phone?
The safest way to unlock your mobile phone is to call your network and ask them to unlock it. Check out our guide to unlocking a phone for more info.
Energy FAQs
Can I switch my energy with Uswitch?
Fixed energy deals are beginning to return to the market, albeit in limited quantities. We currently have one fixed deal available from So Energy, which you can find details of by entering your postcode here.
We might also be able to help offset the cost of rising energy prices in other ways, such as helping you to compare your broadband or insurance products to make sure you’re getting a great deal.
Why is my estimated consumption different?
Your estimated annual consumption figures are provided to us by industry sources used throughout the energy industry. They are regularly updated but should roughly match the estimated projected annual consumption your supplier shows you in your energy statements. If they don’t match or look incorrect then please contact your supplier to ask them to update this.
Please note that when switching is available again you’ll be able to edit these if they’re inaccurate to ensure your bill cost estimates are more accurate
The estimated consumption figures are based on Estimated Annual Consumption (EAC) and Annual Quotient (AQ) data from central industry sources including the Retail Energy Code Company which estimate your consumption over the next 12 months based on a number of factors about your property and based on your property’s historical consumption.
Your usage comparison is based on your energy usage compared to other households in your postcode region. Your usage will be affected by a number of factors including the size of your home and the number of people who live there.
Discover our advice and tips on how to reduce your energy usage to lower your bills.
I recently switched energy - why have I been charged by both my old and new supplier?
When you switch supplier, make sure to take note of when your first new payment date will be. Your old supplier will calculate your final bill (including any credit owed), but you will be asked for meter readings by your new supplier who will share these with your old supplier. This process can take a few days, so if you have a direct debit due to go out with your old supplier during this period, that payment may still be taken. This will be factored into the final bill you receive, but you might find that several payments are taken fairly close together.
You should not be charged twice for the same energy, provided both suppliers have used the same meter readings.
How can I save money on my energy bills?
If you're looking to save money on your energy bills, visit our energy discounts and help section to learn more about government schemes and check if you are eligible for any support.
Email & marketing
Uswitch has moved to fully online customer service. Our customer care team can be reached at customerservices@uswitch.com. Our Customer Services team aim to respond to your enquiry within 2-5 days.
How do I unsubscribe from your marketing emails?
If you wish to unsubscribe from receiving emails, please follow this link and enter your email address: https://www.uswitch.com/emails/unsubscribe/.
Complaints
Providing a high level of service is important to us, and you can find out more about how to make a complaint on our complaints page.
Business enquiries
Find out more about becoming a partner: new.partnerships@uswitch.com
Key email addresses
- Customer services - customerservices@uswitch.com
- Media enquiries - prteam@uswitch.com
- Content & editorial team - editor@uswitch.com
- Careers at Uswitch - jobs@uswitch.com
