What is the minimum contract period?
Fuel Broadband rental plans have a 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?
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 our customer 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 you set up a Direct Debit.
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 Pricing section to find out more.
Do I get an itemised bill?
You can get all the details of your itemised calls online in My Account. This includes details about the type of calls made, call duration and cost. If you get paper bills please contact our customer service team to ask about call itemisation.
Is there minimum and maximum call charge duration on chargeable calls?
All calls are subject to a minimum charge. See the Pricing 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 current line provider’s
rental charge. If you take out the Home Phone line rental with us then you will
get a final bill from your current provider and you won’t pay them for any line
rental or call charges after that bill.
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 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 £144 (inc. VAT) plus any time related charges and materials
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 (pay monthly)
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 usually be added to your service on the next working day after
you ask for them.
Unwanted features will be usually removed from your service on the next working
day after you ask for us to take them off your line. 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 existing phone line across can take as little as 10 working days.
What are the setup fees?
There are no charges to you if your line is already working on the Openreach network.
Will customers spend time without their phone when they switch?
No, moving your existing 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 if you are still within your initial 12 month contract period an early cancellation
fee is applicable. Please check the terms and conditions of your contract for information
on the costs involved.
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 to us. 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 mobile numbers?
Yes, you can call mobiles.
Can I call 999 emergency services?
Are there any numbers I cannot call (e.g. premium rate numbers)?
When joining Fuel Broadband international and premium rate calls are restricted
please get in touch with our customer service team if you want to get these bars
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.
Can I switch if I have just moved house?
Yes you can. If you are happy to have a new phone number then please sign up online
and we’ll do the rest. If you had a phone number at your old address that you want
to keep then please call our sales team on 08000360094 and they will be able to
help. If an engineer is required to reactivate the phone line in your new home or
it’s a new build with no existing line then you will need to pay for one to be installed.
This costs £59 inc VAT. Our teams will organise the installation and make sure you
know when the engineer is due to visit.
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 BT Basic?
No. If you are on BT Basic (offered by BT), you will need to move to another BT
tariff before you can switch. Please talk to BT to arrange this.