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Find help for all Fuel Broadband services here.

We have added all the questions and answers we could think of below to help get problems resolved as quickly as possible. If you can't find what you are looking here you could try registering for our community here and posting your question.

If you need to speak or write to someone all our details are on the contact us page.

Frequently Asked Questions

  Questions about signing up to Fuel Broadband

  How do I sign up to Fuel Broadband?

Just call our friendly business team on 0800 036 3698 and we'll talk you through what we offer and the best-suited package for your business needs. We'll then send out an application form to you - by post or by email – to be completed and then returned back to us.

  How long will it take for me to switch from my current provider to Fuel Broadband?

We will contact your existing telecom provider and ask for a transfer of your service. Depending on the types of services you are transferring, this normally takes between 7-14 days.

  How long does it take for a new line to be installed?

We will contact your existing telecom provider and request a transfer of your service; depending on the types of services you are transferring this can typically take between 7-14 days.

  Do I need a MAC key to switch my Broadband to Fuel Broadband?

If you are taking one of the bundled phone and broadband packages then no MAC key is required in any other case you will need to request one from your existing broadband provider.

  If I order Broadband when will I receive my router?

You will normally receive your Fuel Broadband router a couple of days before the activation of your broadband to allow you to follow the setup procedure as soon as your line is activated.

  How will my router arrive?

Your router will be delivered by a courier and will require a signature upon delivery. The courier service will make another attempt at delivery should you miss the first attempt, however following this the router will be delivered back to the depot. If this happens please contact us on 0800 036 3698 to rearrange delivery.

  Where will my router be sent?

We will dispatch the router to the installation address provided by you for the broadband services.

  What happens after I return the application form back?

Once you have completed the Fuel Broadband application form and returned it we will put the order through to your existing provider to take over the service you have requested or if it is a new line order we will contact OpenReach and arrange for an appointment for an engineer visit. In the meantime you will receive a welcome email from Fuel Broadband and a direct debit confirmation letter. Please ensure we have a valid email address for these confirmations to be sent. Your Business Accounts Manager will then contact you once we have activation or engineer date and will handle your order from the start till the end.

  Will my current provider charge me if I switch?

Please check with your current provider. There may be a charge from them if you are still in any kind of contract.

  Will my broadband and phone be activated at the same time?

If you take one of the bundled phone and broadband packages then normally your phone and broadband will all be activated on the same day (please note this may not at the same time), however if you take phone and broadband as 2 separate products then your broadband will take 7 working days from the day your phone line is activated.

  What if I miss an engineer appointment?

We will notify you at least 10 days in advance of your engineer appointment date and if you cannot make the appointment please call the Business team asking to reschedule, missed appointment charges will apply.

  Can I request an exact time for my appointment?

Unfortunately, Openreach does not give specific times, it has two appointment slots per day an AM (between 8am and 1pm) and a PM (between 1pm and 6pm). You can request either one of these two time slots when you place the order with us.

  How long is a Fuel Broadband Business contract?

Fuel Broadband Business contracts are based on a minimum of 12 months right upto 24 months depending on the deal you choose to go for, please check details on each package or rental to see what the contract term is.

  How long is a Fuel Broadband Business contract?

Fuel Broadband Business contracts are based on a minimum of 12 months right upto 24 months depending on the deal you choose to go for, please check details on each package or rental to see what the contract term is.

  What if I wish to cancel my contract?

If for any reason you wish to leave Fuel Broadband then please contact our Business Team. Please note we require a 30 days written notice if you wish to cancel the services which you can email in to business@fuelbroadband.co.uk. If you are leaving us to go to another provider then we do not require a termination request from you but would still advise you to contact us so we can check if you will be charged an early termination fee.

  Questions about change of address

  I am moving my business to new premises, what do I do?

You need to let the Fuel Broadband business team know on 0800 036 3698. They'll arrange for your services to be switched over to your new premises.

  What notice do I need to give for a change of address?

Please give us suitable notice if you wish to change an address, because if an engineer is needed, this could take a couple of weeks. Please do not contact another provider to activate the phone line at your new address. This might cause problems when we try and move your existing service to your new address.

  I am moving to a new address which doesn’t have a telephone line. What should I do?

Please call the business team who will arrange for an Openreach engineer to install the line.

  Will I be charged for moving premises?

This depends on what services you need and what you have installed in your new premises. Please call the business team to find out more.

  Can I keep my current telephone number if I am moving addresses?

Yes, more than likely. But the address you are moving to needs to be serviced by the same telephone exchange. Your existing telephone number can't be kept where a change of telephone exchange is needed.

  What are the options if I can't keep my existing number?

If you can't keep the same telephone number then you will be given a new number free of charge. There are other options should you not be able to retain the same number. You could opt for Caller Redirect - this is a recorded message prompting people to your new number - or Call Forwarding – this is a diversion to your new number.

  How do I update my telephone directory listing?

You don't need to worry about that as it will all be taken care of when we process your change of address, or if you are signing up for a new telephone line.

  How long will it take to get a telephone line installed?

If the address you are moving to has an existing line, then we can normally take it over in a number of days. However if it needs a new line installation we require a BT Openreach engineer to visit. Then you are normally looking at around 2-3 weeks depending on the availability of appointments in your area.

  An engineer will be visiting my new address to reconnect a telephone line soon. Can I get them to move/add new telephone sockets at the same time?

Yes. But you'll be charged for any other work that you ask the engineer to do (over and above the standard installation work). Ask the engineer when they visit your new address what these costs will be.

  I would like to do a change of ownership on my Fuel Broadband business account?

If you wish to transfer the business account to someone else’s name, then all you need to do is write into the address below. We'll need both party signatures agreeing to the change of ownership. Please note you will be eligible for any amounts outstanding up until the switch over of names.

  Questions about billing and payments

  How often do I get billed?

Our customers are billed monthly around the 15th of every month and the Direct Debit payment is taken at the end of every month (14 days from your bill date).

  What payment methods does Fuel Broadband allow?

Fuel Broadband is available to all customers paying by Direct Debit or recurring card payments. Please make sure the correct credit card details are provided at the time of placing your order and if these details change at any time, please let your business team know.

  Do I get an itemised bill?

Yes, we always give you an itemised call bill online. This includes information about the type of call made, call duration and cost. You also receive a paper bill free of charge every month to your billing address. You'll automatically get registered for E- billing which will let you view your monthly invoices online. Please give us with the right email address on your business application form as this is what will be used unless you say otherwise. To log into your E-billing account please visit https://myaccount.fuelbroadband.co.uk click into the tab ‘MyAccount’, enter your account number and your password. Once these details have been entered, click 'submit' and you will see all your monthly invoices to date.

  What happens if I don't pay, or payment could not be taken?

We do not charge any late payment fees if you miss a bill, however if you are having any problems with your payments please call our credit control team on 08000362113.

  What services do I have and what do I pay?

Please check your latest invoice online. This will give you a full If you are still unsure then please call the business team who can explain the charges.

  What are recurring charges?

Recurring charges include services which are billed on a monthly basis, for example your line rental and broadband charges.

  Why am I being charged for G6/G7 numbers?

These are known as non-geographical numbers e.g. 0844/0870/0845

  What call features do you offer and at what price?

We offer a wide range of call features including 'caller display', 'call waiting', 'call minder' and 'call divert'. Have a look at our business packages for a full list of features and prices.

  Questions about phone line faults

  I can’t receive calls, what can I do to help work out the issue?

• Make sure that you have the telephone bell or sounder switched on and turned up.
• Make sure that you have the telephone plugged in correctly. Many telephones have the bell or sounder positioned on the telephone base so check this is not placed on a soft surface which could affect the ring tone.
• Every telephone has a Ringing Equivalent Number (REN) – most have a REN rating of 1. (You can check this by looking on the base of your phone). You can have a maximum number of 4 (adding the REN values of all your connected equipment together). Overloading a telephone line may result in your telephone failing to ring when incoming calls are made. Try reducing your overall REN value by removing one or more connected items on your line.
• Test your handset on a different line that is working.
• Check that the internal wiring in your property is not damaged.

  I am having difficulties making calls, what can I do to help work out the problem?

• Check that you are using the right area code for the location of the call you want to make. Use the override code 1280 before the number you want to dial.
• Try unplugging all your equipment on the line and plug your phone directly into your main telephone socket with nothing else attached. Do you get a dial tone? This way you can check whether the fault is with your cables or phone.
• If you have more than one phone, make sure that you have all the handsets on the hook.
• There could be problems with the number, or you may just be trying to dial the wrong number.
• Try dialling another number that you know works to see if you can make a successful call.
• Check your phone's manual to see if it is multi-frequency (MF or touchtone) dialling. Some home phone calling features will only work if you have an MF or touchtone telephone.

  I am having difficulties with the quality of my calls, what can I do to help work out the problem?

• Remove any extension cables and try plugging a different phone (not a cordless phone) directly into your main telephone socket to see if the problem persists.
• If you are using a cordless phone make sure that the batteries are fully charged.
• If you are getting noisy/poor call quality when only ringing the same number, it is likely that the other number has a service problem.
• If you have broadband on the line make sure that every piece of equipment connected to your line has a microfilter attached. If you don't use microfilters this will create interference, which will affect the quality of your home phone calls.

  I have completed all checks but I'm still having problems with my phone line?

Please ring us on 0800 036 3698. We can run more extensive tests on the line to help determine the cause of your fault.

We will usually ask you the following:

• Does the line still appear noisy or crackle when you plug directly into the master socket?
• Are you having problems when receiving incoming calls?
• Are you having problems when making calls to a mobile telephone?
• Are you hearing a dial tone before dialling an outgoing call?
• Are you able to receive a dial tone after dialling (engaged, ringing tone or number unobtainable)?
• Does the problem happen all the time or just sometimes?
• Are calls cutting off?
• Are the calls faint?
• Is there background interference (high buzzing or crackling)?
• Is there an intermittent noise or permanent noise on the line?
• Can you overhear other people's calls?
• Are you getting one way transmission (e.g. can you hear the other person but they can't hear you and vice versa)?
• Are you getting crossed lines? (Similar to overhearing other calls although you will be able to talk to all parties if the lines are crossed).

  Who will repair my fault and how quickly?

Your phone line remains part of the BT Openreach network and BT Openreach engineers will repair your fault. The resolution time varies depending on the nature of the fault, location and engineering availability in the area.

OpenReach provide a response time of 48 hours. We will do our best to fix all faults as quickly as possible for the benefit of your business. We have a dedicated account management and fault team to keep you updated on the progress of resolution. For more information please see our terms and conditions.

  Will I be charged if an engineer visits my property to fix a fault?

If no fault is found on the OpenReach network then a call out fee may apply so please make sure you complete all the above steps with your equipment before requesting an engineer visit. If you are happy you have completed all checks and still wish to proceed, then ring us on 0800 036 3698 and we can arrange the next steps to resolving your issue.

  What can I do whilst my issue is being resolved? Can I divert my calls whilst experiencing a fault?

We can add a temporary call divert feature on your line for you to transfer your inbound calls to another landline or mobile, however extra charges will apply. You can also use an override code (1280) before the number you want to dial. This will route calls back to BT temporarily while the problem is fixed. Please speak to us on 0800 036 3698 to find out more about this service.

  Can I get a quicker response time?

Unfortunately all providers are subject to same service level agreements from OpenReach. Please see our business terms and conditions for more information.

  Questions about routers

  How do I setup my router?

1. Connect phone and the line cable to the ADSL filter and connect to phone socket.

2. Connect the line cable, computer cable and the power supply to the router, then connect the power supply to the wall socket and switch on (power button is located on the back of the router).

3. After 2-3 minutes you should see the Power, Wireless and Broadband lights all turn to solid green and the Ethernet light will flash green.

4. The internet light will change from a red light and then to a solid green light once the router has completed its setup process.

  What do the lights on my router mean?

No lights? If you have no light on your router, it is either not powered up or it is broken. Make sure that the router is plugged in and turned on. If you still do not have any lights on your router after doing this you need to contact the equipment manufacturer.

Power light only? This would indicate that you do not have either your phone line or your Ethernet (network) cable connected to the router. Check your setup.

Power light & Ethernet only? – This would indicate that you do have your phone line cable connected to the router. Check your setup. There may be a fault on the line if this does not resolve the issue. Please contact us on 0800 036 3698.

No Internet light? If the broadband light is on this means there is a connection to the exchange, however there is not an internet connection available. Check the correct login details are stored on the router, if you still experience difficulties please contact us.

No wireless? Check the correct details are being entered to connect to the wireless network, also check your computer’s wireless adapter.

  How can I access my router settings?

You can access the Technicolor Gateway at the following address: http://192.168.1.254

  How do I reset my router?

On the back of the router you will see a small black circle shaped button which needs to be pressed in until you hear a click. You must keep this pressed in until the power light turns amber, then you may let go of the button. After this the router will reset and run through its factory setup.

Business Contact

0800 036 3698

business@fuelbroadband.co.uk

  Legal Bit

*Promotion: Free activation and 3 months free broadband available to new Fuel Broadband customers only.

Fuel Business Phone & Broadband / Fibre package: Package prices are shown exclusive of VAT. A 24 month contract applies. Customers receiving a paper bill are charged an additional £2.25 per month. Customers paying by means other than Direct Debit will be charged an additional £2.25 per month. Rates are shown in pence per minute exclusive of VAT. All rates are charged per minute and are rounded to the nearest penny. For all non-inclusive calls a call set up fee of 5p applies. The rates shown apply from fixed line phones. Tariffs are effective from 1st October 2014 and are subject to change as specified in the Fuel Business Broadband Terms and Conditions. Terms and Conditions apply. A one-off £5.49 router postage & packaging fee applies.

Fuel Business Phone package: Package prices are shown exclusive of VAT. A 24 month contract applies on calls package and line rental. Customers receiving a paper bill are charged an additional £2.25 per month. Customers paying for the service by means other than Direct Debit will be charged an additional £2.25 per month. Rates are shown in pence per minute, exclusive of VAT. All rates are charged per minute and are rounded to the nearest penny. Tariffs are effective from 1st October 2014 and are subject to change as specified in the Fuel Business Broadband terms and conditions. A call set up fee of 5p applies for all non-inclusive calls. The rates shown apply from fixed line phones. Terms and Conditions apply.

Call Plan: Rates are shown in pence per minute, exclusive of VAT. Packages with inclusive calls (inclusive daytime calls) are for calls to landlines starting with prefix 01, 02 and 03. Call Plans with inclusive landline calls included are limited to a maximum of 90 minutes per call – the rate after 90 minutes will be 1p per minute. All rates are charged per minute and are rounded to the nearest penny. For all non-inclusive calls a call set up fee of 5p on calls to UK landlines, 7p on calls to UK mobiles and 12.9p on calls to international destinations applies. The rates shown apply from fixed line phones. Tariffs are effective from 1st October 2014 and are subject to change as specified in the Fuel Business Broadband terms and conditions. Primus Saver Business terms and conditions apply.

Broadband Speed: We give you the fastest broadband your phone line can handle. The exact speed you get depends on the quality of your phone line and where your business premises are located in relation to the telephone exchange. Packages only available in Fuel Broadband network area. No traffic management or download limits apply for Fuel Business Broadband packages.

New line installation: Only one new line installation engineer visit per account will be free of charge and made available at the discounted rate. Any subsequent visits required by the engineer will be charged at the standard engineer rate of £49 per visit. If the wiring, socket and routing from the exchange to your premises are not intact then an engineer may be required to visit and the reactivation of your line may be chargeable. In the event that you are not at your premises to allow the engineer to gain access on the day of your agreed engineer appointment you will be charged a missed appointment fee of £49. The applying customer is responsible for gaining the necessary authority from the property owner in advance of any engineering work being carried out at the installation site. The applying customer is responsible for informing the installing engineer as to the desired location of any newly installed main phone socket.

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