What is the minimum contract period?
Fuel Broadband rental plans have an 12 month contract length and are subject to
a 30 day notice period.
Does it cost any extra for non-Fuel Broadband line rental customers to call
Fuel Broadband line rental customers?
No, this will cost the same as calling a home phone line from BT.
Can I keep the same phone number?
Yes, although there may be some instances where we can't guarantee this.
Does Fuel Broadband have an equivalent package for business customers?
Yes, we provide line rental packages for our business customers.
Can I make my number ex-directory?
Yes. This can be done via the WLR Service Team.
Does my phone number stay in the phone book?
Yes, if you are currently listed then it will stay. And likewise - if you're not
listed, your number will remain unlisted.
Does a Fuel Broadband customer need to dial a code before dialling the number
they want to ring?
No, this isn't necessary.
Can I use multiple handsets?
Yes, although we recommend a maximum of 3 pieces of equipment are plugged into the
line. This includes any Sky TV boxes, fax machines and alarm systems that use a
I have an annual Fuel Broadband contract and want to add Fuel Broadband Home
Phone. Can I have Home Phone as well as the Broadband service?
You would still need to pay for your annual broadband phone contract. However, Home
Phone and Broadband are two separate products, so it would be possible to signup
to Home Phone and use both services on the same account.
Do I need to set up a Direct Debit?
Yes. The Home Phone order will not be processed unless they have an active Direct
Debit setup. This is the same for all Residential post-paid customers with CPS.
Who do I pay for phone calls once I have a Fuel Broadband, Home Phone and Calls
All calls will be handled and charged by Fuel Broadband where appropriate. Remember,
the Fuel Broadband Home Phone plan includes unlimited evening and weekend calls
to 01, 02 and 03 numbers and the Fuel Broadband Home Phone Anytime Call package
includes all local and national calls to 01, 02 and 03 numbers.
Who will bill me and how?
You will be billed by Fuel Broadband. You'll receive an email to let you know your
latest bill is available to view online. Or you can choose to be sent a paper invoice,
however this will cost a bit extra.
Are there additional call charges for the Home Phone call packages?
With the Fuel Home Phone plans you get some inclusive calls to certain types of
numbers. Calls to other numbers need to be paid for as do calls when they are outside
the inclusive limit. See the Rates section to find out more.
Do I get an itemised bill?
Yes, we provide you with an itemised bill online. You can choose to be sent a postal
bill for an extra £2.25 per month.
Is there minimum and maximum call charge duration on chargeable calls?
All calls are subject to a minimum charge. See the Rates section for more details.
The minimum charge differs depending on the call type.
Will I still need to pay BT a line rental fee?
No. The price for your Fuel Broadband line rental replaces your BT line rental.
You won’t need to pay BT for anything if you take out the Home Phone line rental
Who do I contact for queries about my calls and telephone line?
If you take out a phone line and calls package with Fuel Broadband, we will deal
with all your queries.
If there is a problem with my line, will there be a charge for having it fixed?
If the problem is out of the customer’s control Fuel Broadband usually won't charge
the customer. However, if the BT Openreach engineer finds that the fault is caused
by the customer (e.g. damaged wiring or master socket), you will be liable for a
call-out charge of £58.75 (inc. VAT).
Will I have to start a new contract for my broadband?
You can add on a phone and landline rental plan without changing your broadband
service or contract. However, you will be entering into a new contract for both
their calls and line rental.
What features can I add / do Fuel Broadband offer?
There is a selection of free, pay-per-use and pay monthly features available to
order during signup including:
• 3 way calling (pay-per-use)
Talk to two people at the same time, even if one of them is abroad.
• Reminder call (pay monthly - unlimited use)
Customers can set their phone for an alarm call.
• Ring back (pay monthly - unlimited use)
Get a call back if the number they’re dialling is engaged.
• 1471 Last Caller Number (free)
Find the number of the last person to call you.
• 1471 Call Return (free)
Customers can ring the last person who called them.
• 141 Number Withhold (free)
The customer can keep their number secret from the person they’re calling.
• 1471 Erasure (free)
Clear the last number stored using 1471.
• Caller Display (pay monthly)
See who's calling before they answer the phone.
• Call Waiting (pay monthly)
Customers get an alert if somebody tries to call them when they’re already on a
• Call Divert (pay monthly)
Customers can divert calls to any UK landline, mobile, and most international destinations.
• Anonymous Call Rejection (pay monthly)
Customers can bar incoming calls from people who withhold their number.
• Voice Mail
Never miss a call with this answer phone style service.
• Voice Mail Extra (pay monthly)
Advanced Voicemail service with extra features such as remote access. Also known
as Call Minder.
Find out more about these call features and how to use them in the Home
Phone Features Guide.
How do I add or remove call features?
You can add or remove call features by calling our customer service team on 0800
036 3839. Only one order can be in progress at any one time. Also, adding and removing
features cannot be done at the same time.
For example: Dave calls Fuel Broadband customer services to add call waiting to
his set up. The order is placed and processed. In the time it takes to process this
order, Dave also decides he wants to remove Caller Display. As he already has an
order in progress to add Call Waiting, Dave needs to wait until that order has completed
before he can remove Caller Display.
Please note: multiple call features can be added/removed at the same time, providing
they are added/removed as part of the same order.
How long does it take to add or remove call features?
New features will be added to your service on the next working day. However, voicemail
features will take three working days to add.
Unwanted features will be removed from your service after 1 working day. However,
voicemail features will take three working days to remove. If you request to remove
any call features you cannot add or remove any further features until this is complete.
This can be checked at any time with the Fuel Broadband customer service team.
Can I have both Voicemail and Voicemail Extra on the Home Phone service?
No. You can't have both these features at the same time.
How long does it take to move to a Fuel Broadband home phone line?
Moving your phone line across can take as little as 10 days.
What are the setup fees?
There are no charges to the customer for moving the phone line.
Will customers spend time without their phone when they switch?
No, moving your phone service to Fuel Broadband is designed to be seamless and can
be done without an engineer having to come to your house.
Is it possible to change a Fuel telephone line to another provider?
Yes, in the same way as you would transfer to Fuel Broadband
What are the leaving fees?
If you choose to leave our home phone service, you must give 30 days' written notice
and you'll be responsible for paying an amount equal to the fixed monthly Fuel Broadband
Home Phone package fee (for Carrier Pre Select and Line Rental) for each of the
remaining months of the contract which would have been paid by you if the contract
had been completed.
I am not a Cable customer but I have a phone line from another provider other
than BT (e.g. Talk Talk). Can I move to the Fuel Broadband service?
Yes, you can move in exactly the same way as you would from BT. However, if your
provider is currently Kingston Communications you will be unable to move to us.
Can I move my phone line back to BT and keep my broadband with Fuel Broadband?
Can I move my broadband to another provider and keep my line rental and calls
with Fuel Broadband?
Can I call mobiles and international numbers?
Yes, you can call mobiles and international numbers.
Can I call 999 emergency services?
Are there any numbers I cannot call (e.g. premium rate numbers)?
No, you can call any number.
Can I make operator calls?
Yes. Operator services are provided by BT, so BT call charges apply. Best to ask
the Operator how much your call will cost, before you are connected. Please note:
Fuel Broadband operator calls.
Can I switch if I have just moved house?
You need to activate your account with BT before you can switch to Fuel Broadband
line rental. If there is an existing standard (BT) line in your new home, then you
need to call BT to get it re-activated, which is free. If there is any damage to
the line, there may be a charge for this. If there isn’t a standard (BT) line, then
you need to pay for one to be installed. This costs £69. Fuel Broadband can arrange
for this to be installed through our line supplier.
Can I switch if my phone bars outgoing calls?
You will need to remove the outbound call barring on your phone, before you can
switch. If you requested the bar, you need to disable it by calling your supplier.
If calls are barred because you owe your current supplier money, you will not be
allowed to switch until you have paid your bill and unbarred your phone.
Can I switch if I am on a light user scheme?
No. If you are on a light user scheme (offered by BT), you will need to move to
BT Option 1 before you can switch. Please talk to BT to arrange this.