I have been with this company for just over 2yrs. Been very unhappy with their lack of response, when i had raised some queries approx 1yr ago regarding the poor download speed. Recently moved house , and took this opportunity to cancel my account with 'FuelBroadband'. 2 months on, and they still have not cancelled my account & are chasing payments from me. AVOID THIS COMPANY!!!!

If anything goes wrong with your internet you cant get anyone by phone and will be forever holding and if you e-mail you get a generated e-mail they are on your case! I had five days of this before being sent diagrams of how to check my internet socket. I cancelled , if you go with them good luck to you

Customer service dreadful, as others have said, they keep billing you after you tell them to stop no matter that you telephone or email. I recommend you send them a deadlock letter that will ultimately take you to the ombudsman because other than that you will be on a nightmare loop of stress when you deal with this firm. If you value your sanity, don't even consider having this firm as a provider for anything!

Just incompetent. Asked for a final bill in April but 2 months Later they are telling me I owe for June, despite huge number of emails trying to get a final bill!

joined fuel after moving house in feb 2016 after signing up i received 1 letter welcoming me to fuel no other correspondence after that until they cut my internet off and sent me a text 20min after to tell me i was suspended for late payment this was on the 19th of the month trying to call up a week later when i got paid was fun 2 of there websites numbers are inactive lines and dont work and have no open and closed hours posted i was on hold for a hour before i started to think it was a dead line got frustrated and called sales as they should pick up. Sales was helpfull and connected me to THE SAME HOLD LINE I WAS ON FOR 1 HOUR!!!! i tried callbacks more waiting and at one point told the guy to grab someone from payments to talk to me so i can PAY MY BILL!!! in the end i payed 2x my normal bill agreed to they put it down to router charge and additional extortion charges but i didn't care at this point then i found out there only direct debit date is the 18th every month!!! who gets paid on the 18th!!!!!!!!!! im currently moving to plusnet because they answer the phone! yes fuel is cheap but expensive in charges and the amount you could pay in credit makes unlimited DSL from fuel the same price as a good fiber connection with another company i did ask to speak to a manager to give him customer feedback in how they might improve the service as expected i was told "We don't want your advice"

have been with them sics dec. customer severes is so bad. every month have had to write. they took more money out of my bank . they should have. so had to close my bank now make shore you get every thing in whriteing . as I did not have a wreten contrite .qam now tacking them to ombudsman. about it all. will not be using no compeys when this sorted. soon as I can will leve

I have just written this to the ombudsman.....I took out Fuel Broadband for telephone and broadband out in December when I moved house. I didn't hear anything apart from a 'welcome' email until the 29th December 2015 which was a text informing me that the engineer would be coming out to me on the 4th January. As I was on Christmas shutdown from work and the 4th was my first day back I had no way to book that date off so I rang customer services on the 31st December to cancel it. He told me another department would be in touch with me to rearrange. Over the weekend I received texts telling me the engineer was still coming out and on the 4th January, the openreach engineer telephoned me to tell me he was on his way! When I explained to him that I had cancelled the appointment. I telephoned customer services to inform them that I had cancelled this appointment well before the 24hrs that had been specified and they assured me that I would not be charged as it was on my notes that it had been cancelled. I then receive emails telling me I was being charged so I telephoned customer services who again assured me that I would not be charged. It then turned out that an engineer could not come out to me until nearly the end of January so I cancelled the account and the direct debit. They have been trying to take money from my account and are sending me emails saying my account is arrears and I owe them money. No line was ever installed in my house whilst I was going to use them as my broadband and telephone provider and they never provided me with a service so I feel that I don't owe them any money and they have just caused me a lot of stress and telephone calls where I am fobbed off and assured everything is rectified only to receive emails telling me I still owe them money so my credit file will be affected also. Although they are cheap they are not value for money!

Appauling company. Incident No1: Once I joined, within just a few days my landline lost its connection and having contacted Fuel Customer Services over 3 weeks ago, I am still awaiting a response. I still to this day do not have a land line! INCIDENT No 2: Before I had realised that my connection was lost, I had recommended a family member, FUEL arranged, cancelled and then at the last minute re sheduled the connection date. They turned up at the wrong address, have gone along with the connect for an incorrect address and have fined my Mother £59 because she informed them of their mistake. PLEASE LISTEN TO CUSTOMERS THAT IN GOOD FAITH HAVE TRIED NEW COMPANIES SUCH AS FUEL ONLY TO PAY THE COSTLY PRICE. I share this, so as to prevent you from going through the same problem. DON'T RISK IT. Besides anything else the Broadband is more like DIALUP speed! Two cans and a piece of string would be faster.

I liked the price and options which is why I chose Fuel Broadband but sadly it is not worth the hassle. For months I have put up with what is intolerable screen freeze, constant messages saying due to a long running script we cannot continue. I have never had this with one other provider who I intend returning to.I do not recommend this internet provider. When I am on Facebook my screen freezes then I get locked out and disconnected from there - Facebook. I am logged out by force. My computer keeps crashing therefore I ran a programme to trace possible conflicts, there were none. My anti virus soft ware conducted root scan to trace possible corrupt files, this proved the computer is up to date and free from malware , Trojans, worms etcetera. I have also ran an internal scan to test all drivers for all programmes, Addobe, IE v 11, also changed PIO Programmed input/output to DMA Direct Memory Access, again all this testing has been successful. So, it would seem Fuel broadband is at fault. As I said I have never had this problem with the other internet providers. My OS is up to date.

Recently signed up for ADSL basic phone & broadband package 2 Months ago .Phone has never worked Broadband connection no existent numerous calls still not resolved issue ,technical help unhelpful.I just need to speak to someone clued up at Fuel to resolve tho issue sadly no one can help despite many hours of phone calls .

I joined fuel broadband because tesco broadband were selling to talk talk and I did not want to go with them because they have such bad reviews and the person I talked to regarding joining lied about why they were taking over from tesco which did not bode well. I found fuel broadband through a site called getonline@home who were giving a free computer to customers on low income who joined a provider through them so sign up for fuel broadband and got a fire TV stick as well. The wifi router arrived a few days before my switch over date and set up was really easy did not even need to call to be talked through set. I would point out that fuel broadband router has a switch on the side that you have to make sure is set the the right setting before it will start working took me a while to work this out. The wifi signal is very good a lot better than tescos. I'm very happy so far let's hope it stays that way

Just signed up family member to Fuel Broadband partly due to good deal at present time ,anyway everything was straight forward good easy set up managed to contact customer service easily broadband speeds weren't throttled B.T Talk Talk Virgin all guilty this practice murder when streaming movies .

customer for 6 yrs.told them to drop broadband as i dont use it.wanted to charge me 59 pounds.even thouth i only paid 1 pound a month.given them 30 days notice.now they want 100pounds for leaving.

Although broadband provision ok accounting needs a lot to be desired. Despite paying for year up front got charge suddenly after a couple of months full amount. Customer services not helpful and no clarity on it being refunded. Bills at time did not follow on, balances from one bill to the next did not agree. Call charges have lots of stats but not the basic information enabling customer to identify if they should have been charged e.g date and time to identify if call during free time or not. Need blind faith what they are charging you is correct.

Nightmare to get get through to customer services, staff not capable of resolving my queries. Go over your usage & you'll get hammered with extra charges. I gave 30 days written notice to close account 3 month later still receiving bills with threats of legal action even though they acknowledged my notice to cancel. Spent hours on the phone & emailing to get resolved, went with this company to save money but it's cost me more than ever. I would not recommend this company to anyone.