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Welcome to our Help Section
Frequently asked questions are below

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.

Help and Support

  How can I track my order?

Wondering where we're up to with your order? Find out. You'll just need your reference number and postcode with this handy tool. Click here to track your order

  About Home Phone Packages

  Fuel Home Phone Explained?

What is Wholesale Line Rental?
Wholesale Line Rental is one development that has opened up the UK home phone market to competition. It’s one way customers can reduce their line rental costs and enjoy cheaper phone bills by choosing who supplies them with their phone service.

Wholesale Line Rental – what’s in it for the customer?
Only Openreach and cable phone suppliers actually own telephone lines. However, Openreach now has to offer other suppliers the opportunity to rent its lines. This is called Wholesale Line Rental. The major benefits are that the customer can get cheaper line rental charges and receive one bill from Fuel Broadband for their line rental and calls. The customer can also keep their number and no work is required on their phone line.

What are the disadvantages of Wholesale Line Rental?
With Wholesale Line Rental you can keep your existing phone number. Because there’s no need for any extra equipment, Fuel Broadband won’t need to visit your home. The only real disadvantage is that Wholesale Line Rental is only available to customers with an Openreach line!

What are Fuel Broadband offering new customers?
Fuel Broadband provide new customers with the option of taking their calls and line rental so all their phone charges are on one convenient bill. You may also choose additional features to be added to their line rental such as Call Divert or Caller Display (Please see the below, ‘Network Features’). Fuel Broadband will then be your single point of contact for their phone service for any queries about their bill, faults or amends to features on their line rental.

  Frequently Asked questions about Home Phone Package

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?
No.

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 phone socket.

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 Package?
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.
• 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?

Adding
New features will usually be added to your service on the next working day after you ask for them.

Removing
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?
Yes.

Can I move my broadband to another provider and keep my line rental and calls with Fuel Broadband?
Yes.

Can I call mobile numbers?
Yes, you can call mobiles.

Can I call 999 emergency services?
Yes.

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 lifted.

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.

  Troubleshooting for the call quality

Test a different phone
Remove any extension cables and try plugging a different phone (not a cordless phone) directly into your main telephone socket.

Phone needs recharging
If you have a cordless phone check that the batteries are fully charged.

Microfilters are not being used (for customers with Broadband)
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. Also, one or more of your microfilters may be faulty. You can test these by replacing them with new microfilters which are available by contacting the Customer Service Team.

Service problem on other number
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 are still having problems, there may be a fault with the supplier network and we recommend you contact the Fuel Broadband Customer Service Team to log a fault.

We will usually ask you some questions such as the following:
• Have you tried using another phone?
• If you have a cordless phone, have you charged or changed the batteries?
• Have you checked the microfilter set up and/or tried a different microfilter?
• Does the line noise occur on all calls that you make or is it intermittent?

How can I log a fault with Fuel Broadband?
Simply call 0800 036 3839.

  Common issues with Home Phone

“I can't receive calls”

Ringer switched off or low
Make sure that you have the telephone bell or sounder switched on and turned up. Also make sure that you have the telephone plugged in correctly.

Phone placed on soft surface
Many telephones have the bell or sounder positioned on the telephone base. Make sure this is not placed on a soft surface which could affect the ring tone.

REN value too high
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). Fax machines, answer machines and modems may have high REN values, so you should check what equipment you have connected.
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.
If you are still having problems, there may be a fault with the supplier network so we recommend that you call Fuel Broadband Customer Services.

“I’ve got problems making calls”

Check the area code
Check that you are using the right area code for the location of the call you want to make.

Use an override code
Use the override code 1280 before the number you want to dial.

Check your phone and cables
Try unplugging all your equipment on the line (e.g. their telephone, PC's, modems, Freeview or satellite boxes and any cables). Now 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.

Also, if you have more than one phone in your premises make sure that you have all the handsets on the hook.

Service problems with the number you are ringing
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.

Phone switched to an unsuitable setting
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.

If you are still having problems, there may be a fault with the supplier network and we recommend you contact the Fuel Broadband Customer Service Team to log a fault.

We will usually ask you some questions such as the following: • 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)?
• Can you overhear other people's calls?
• Are you getting one way transmission (i.e. 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).

Use an override code
Use the override code 1280 before the number you want to dial. This will route calls back to BT temporarily while the problem is fixed.

  International Calling Service

International Calling

When joining Fuel Broadband international calling is restricted.

However you can lift this restriction once you have paid 2 invoices. We will require a copy of a utility bill and a list of the Countries you would like to call.

If you would like the International Call Barr liftied even sooner you can pay a deposit of £50 and we will require a copy of a utility bill and a list of the Countries you would like to call.

Once you have the necessary documents. Please send them to hello@fuelbroadband.co.uk explaining you want to start making international calls and we will be able to lift the restriction.

If you prefer you can use our international service provider, Planet Talk. Planet Talk provides the best rates on the market for making international calls.

http://www.planet-talk.co.uk

Happy International Calling!

  About Phone and Broadband packages

  Frequently Asked questions about LLU Broadband Package

What do I need to get connected to Fuel Broadband?
• PC : Windows 2000 Service Pack 2, Windows XP, Windows Vista or Windows 7;
• MAC : OSX Operating System or later;
• Processor speed of 233MHz or above;
• 256MB RAM;
• 200MB available hard drive space;
• an available USB, Ethernet port or AirPort™card (as applicable)
• a modem or wireless router supplied by Fuel broadband

How long does it take to get connected to Fuel Broadband?
Fuel Broadband will work to get you up and running as soon as we can. It takes a minimum of 10 working days from the date of your order.

Can I use the modem/router I already have?
If you have an ADSL router already then this may be compatible. However, not all routers/modems will work if they have been specially configured for a different broadband service. Routers built for use with cable broadband are not suitable.

Will my current provider charge me if I switch?
Please check with your current provider. There may be a charge if you are still in any kind of contract.

Should I cancel my current broadband service?
There is no need to contact your current provider. We'll do that.

Does anyone need to come to my house?
Not all orders require an engineer to visit. If we need to send one out we’ll let you know.

What happens after I signup?
You will receive confirmation of your order, the date of activation of your service and your new broadband username and password (where applicable).

How do I check my line speed?
Visit http://www.mybroadbandspeed.co.uk

  Frequently Asked questions about LLU Phone Line

My phone is not working properly what can I do?

There are a number of simple checks you can do before you call us to report a fault.

Test a different phone
Remove any extension cables and try plugging a different phone (not a cordless phone) directly into the test socket behind your main telephone socket there is a picture of this below.Now try a test call and note the outcome (if you need to phone us this is handy information to give to our team member).

Ensure your cordless phone is fully charged
If you have a cordless phone check that the batteries are fully charged.

Check your microfilters
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.

Also, one or more of your microfilters may be faulty. You can test these by replacing them with new microfilters.

Try calling a different number
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 are still having problems, there may be a fault with the supplier network and we recommend you contact the Fuel Broadband Customer Service Team who will test out your phone line and where necessary log a fault.

We will usually ask you some questions such as the following:

Have you tried using another phone?
If you have a cordless phone, have you charged or changed the batteries?
Have you checked the microfilter set up and/or tried a different microfilter?
Does the line noise occur on all calls that you make or is it intermittent?
Does the line still appear noisy or crackle when you plug directly into the master socket?
Have you tried calling more than one number and checked the dialling code you are using is correct?

How can I log a fault with Fuel Broadband?
Simply call 0800 036 3839

  Router guides and troubleshooting

  Router Lights FAQ

My broadband / wireless connection isn't working properly what can I do?
Below is a guide to the lights that show on your router and how to troubleshoot broadband connection problems.

Router Lights FAQ

Power Light: Off
Ethernet Light: Off
Broadband Light: Off
Wireless: On or Off
Internet Light: Off

If you have no lights on your router - it is either not powered up, or it is broken. Make sure 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.

Fuel Broadband only supply the two types of routers below. They both come with a two year warranty. In case of any fault with the router please contact the manufacturer on the contact details at the bottom of this page. If the router needs replacing, the manufacturer will provide a reference that we can use to get a new router to you.

Fuel Broadband Supplied Routers
NetGear DG834G
Speedtouch 585

Router Lights FAQ

Power Light: On
Ethernet Light: Off
Broadband Light: Off
Wireless: On or Off
Internet Light: Off

Router Lights FAQ

Power Light: On
Ethernet Light: Off
Broadband Light: Off
Wireless: On or Off
Internet Light: Off

This would indicate that you do not have either your phone line or your Ethernet (network) cable connected to the router. Check your setup. If you need help to make sure your setup is correct, please see our handy set up guide here.

If you still do not have the ethernet or broadband lights on your router after doing this, you need to contact us for us so we can help you with this issue.

Router Lights FAQ

Power Light: On
Ethernet Light: On
Broadband Light: Off
Wireless: On or Off
Internet Light: Off


This shows that you do not have your phone line cable connected to the router. Check your setup. If you need help to make sure the setup is correct, please see our handy set up guide.

If you still do not have a broadband light on your router after doing this you need to contact us so we can help.

Router Lights FAQ

Power Light: On
Ethernet Light: On
Broadband Light: On
Wireless: On or Off
Internet Light: Off


The Internet light not being lit can vary from router to router, but generally because the broadband light is lit we know that there is a connection to the broadband equipment in your exchange - there just isn't an open connection to the Internet. This can be caused by a number of reasons.
The first thing to check is that your login details are correctly stored on the router. Please see our handy set up guide.

If you still have the same issue after doing this, contact us so we can help with this issue.

Router Lights FAQ

Power Light: On
Ethernet Light: Off
Broadband Light: On
Wireless: On
Internet Light: On


If you are connecting via wireless and can't view web pages, but have all of the above lights lit, you need to check your wireless connection to ensure that your computer is actually connected to your router.

Try connecting your router to your PC via an Ethernet cable to make sure that the router is working correctly and that you can get a wired broadband connection.

If you are able to view the web while connected via the Ethernet you need to check your wireless adapter to ensure it is functioning correctly.

Try setting up the wireless network again from scratch.

If none of this solves the issue then speak to the manufacturer of the wireless adapter for support (if your wireless is built in you will need to speak to the manufacturer of your computer). Our support staff can help try to get your service working but if the problem is with your PCs wireless receiver / adaptor they will not be able to resolve your issue.

If, however, you can't connect via Ethernet, contact us so we can assist you with this issue.
You can email us at hello@fuelbroadband.co.uk or you can call us on 08000 36 38 39.
Manufacturer - Netgear
Telephone No - 0844 8754000
Operating Hours - 24/7/365
Email Contact - via website
Website - www.netgear.com/support
Warranty Period - 2 Years

Manufacturer - Thomson
Telephone No - 0906 302 2114
Operating Hours - Mon-Fri 0900-17.00
Email Contact - dslcontact@thomson.net
Website - www.speedtouch.co.uk
Warranty Period - 2 Years

  Thomson TG585 V7 - Router Guide

Once you have setup your router as shown in the diagram, please see the following steps to you get you connected to the internet, this will only take a few minutes:

On your computer, open a Web Browser, if you see your homepage and you're able to browse then you're connected and you don't need to do anything else - congratulations!
If you're redirected to the Broadband Setup page or it shows an error message, just ignore and follow the guide below:
On your device i.e. laptop, tablet or iPad, open a Web Browser and enter the following IP Address (192.168.1.254) in the address bar.

1. Select “Technicolor Gateway” on the menu at the left hand side.

2. Select the option to “Setup my Technicolor Gateway”

3. Now you are using the “configuration Wizard”, select “next” to continue.

4. Please select Office Broadband (Basic) then click next as shown below

5. Please enter the username and password in the boxes below then click “next”. Make sure the connection type “PPPoA” is selected. Your username and password will be supplied by Fuel Broadband

6. The below screen shows the Wireless username and Password. These settings can stay the same unless you wish to change them.

7. This window allows you to set a username and password to log into the router in the future.

8. Another page will come up with detailed settings. Click Start and then wait for up to a minute for the configuration to complete.

Your connection should now be established!

  ZyXEL - Router Guide

Please see the booklet sent with the router to help you set-up

Once you have setup your router as shown in the diagram, please see the following steps to you get you connected to the internet, this will only take a few minutes:

On your computer, open a Web Browser, if you see your homepage and you're able to browse then you're connected and you don't need to do anything else - congratulations!

If you're redirected to the Broadband Setup page or it shows an error message, just ignore and follow the guide below:

On your device i.e. laptop, tablet or iPad, open a Web Browser and enter the following IP Address (192.168.1.1) in the address bar.

This will now bring you to the ZyXEL gateway page and as shown below it will ask you for the username and password
Username –admin
Password –1234

It will now give you an option to change the credentials or you can skip this

Once you have logged in you will need to select Network setting and then Broadband

Please ensure all the correct information is entered as shown below
Your username and password will be supplied by Fuel Broadband and will be similar to:
Username: 0123456789@fuelbroadband.co.uk
Password: A1B2C3D4E5

For the next option please click on Advanced setup
Finally change the MTU settings to 1492 and then click Apply

Your connection should now be established!

  Setting up the microfilters

Splitters/Microfilters
These small devices allow for the broadband to share a line with telephony equipment. Sometimes they can be situated incorrectly, or overloaded with other equipment.

Make sure your splitter is fitted correctly into the phone socket.
Try and connect your broadband with the simplest set up i.e. phone and router plugged into microfilter only as image below demonstrates.

This set up has the least potential for faults. However if you still experience problems in this configuration - you must make sure your telephone isn’t causing problems – so try it without the phone.

If you’re still experiencing problems, try the same configuration but with a different splitter – most likely included with your hardware.

  About Billing and Payments

  Billing & Payment Frequently Asked Questions

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.

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.

Can I pay by Direct Debit?
Absolutely. All new customer’s taking Fuel broadband pay by direct debit.

Who will I be billed by and how?
You'll be billed by Fuel Broadband. The first bill will show calls made during the period between the activation of your service and first billing date as well as rental for that period and a month rental in advance. If the amount is below £1.00 then this is charged on your next billing date. If the amount is over £1.00 then this is charged for straight away. On the next billing date you will be charged for your subscription and calls as normal. Your direct debit payment date will be shown on the invoice so you know when we are taking the money from your bank.

What happens if I don't pay, or payment could not be taken?
You must keep your payment details up-to-date and correct. If your Direct Debit has been cancelled, you'll need to make sure that this is setup again.
If we can't take payment, we will send a letter to let you know. The letter will explain what you need to do next and how you can pay the outstanding amount.

Is there a minimum and maximum call charge duration on chargeable calls?
Please take a look at the individual call plan in the Pricing section.

Are calls rounded up?
Calls are rounded up to the nearest 1p exc VAT.

Am I charged different peak and off peak rates?
Yes. Although, most call types have different rates depending on the time of day. Whenever you make a call using Fuel Broadband Home Phone, your call falls into one or more of the following call bands:
Daytime: Mon - Fri - 08:00:00am to 17:59:59pm
Evenings: Mon - Fri - 18:00:00pm to 07:59:59am
Weekends: 18:00:00pm Fri to 07:59:59am Mon
EXAMPLE: Customer calls his friend at 17:55:00pm and then ends the call at 18:05:10pm (a 10 minute 10 second call). Customer is charged:
5 minute - charged at Daytime rate.
5 minutes 12 seconds - charged at Evening rate.

I have a query/dispute about a premium rate number service. What should I do? Firstly you should check what other pieces of equipment are connected to your telephone line (apart from their telephone handset). One or more of these may be dialling out to premium rate numbers without you knowing.
Sky/Digital TV boxes – You should check with your TV service provider what numbers these dial. Then your phone bill to see if they match.
Fax dial-up modem (not their broadband router) – You should disconnect this from your telephone line and run a virus check on your PC. A virus may be dialling out to premium rate numbers when you switch your PC on.
Security and fire alarm systems - Many of these connect to a telephone line. (This is because if a break in or fire happens an alert can be raised, as well as to ensure that the alarm is still connected to the alarm company). You should contact the alarm company and ask under what circumstances the alarm system automatically dials them.
You can find out more about who provides any premium rate number at the ICSTIS (the premium rate services regulator) website. This won't always show the company, but will let you find out the operator (e.g. BT operate '09' numbers for other companies such as ADT Fire & Security alarms).

Text Relay Service
Fuel Broadband home phone services provide access to the Text Relay service. The service connects people using a textphone with people using a standard telephone or another textphone. Text Relay allows deaf, those who are hard of hearing and speech impaired people to stay in contact with friends and family. The service can also be used to call businesses and utility companies.
The good news is that the Text Relay service is provided free of charge and will not cost you any more than the normal cost of the call you are making.

  Understanding my Bill

You will receive an bill from Fuel Broadband once a month, and we want to make sure that you have all the information you need to understand the items and charges fully. If you have any questions that aren't answered below or just want to speak or write to someone about your bill, all our details are on the contact us page. For more information on understanding your bill please click here

  About Moving House

I want to move my home phone to a new address. What do I need to do now?
You need to tell the Fuel Broadband customer service team on 0800 036 3839.
Important: Please don't tell another provider to activate the phone line at your new address. This will cause problems when we move your current service to your new address.

I am moving to a new address which doesn't have a telephone line. What should I do?
Our service supplier (Openreach) will need to install a new line. Fuel Broadband will arrange this for you and you'll be charged a standard payment of £59 inc VAT.

My new address has a telephone line but this has been disconnected. How do I get it connected again?
This is quite rare. However, if your new place does have a disconnected telephone line, it will need to be reconnected by our service supplier (Openreach). Fuel Broadband will arrange this for you and you will be charged a standard payment of £59 inc VAT.

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. However, you will be charged for any other extra work that you ask the engineer to do. Please let us know what additional work you want when you tell us you are moving home.

I have two telephone lines at my new address, which one will I get my home phone service on?
You should simply check which line is active. You can find out by plugging a phone into each of your white telephone sockets, then seeing if you get a tone. Whichever line is active will be the one which your broadband and phone will be on.

How do I update my telephone directory listing?
During the house move process you may choose either a directory or ex-directory listing. Once your line rental order has completed your listing will be updated.

How long will it take to get a telephone line installed?
If the new address you are moving to is moving to has an existing telephone line, our service supplier can reconnect in a minimum of 5 working days (or on a working day of your choice after this). If the line is working or engineers are not readily available in your area the order will take a bit longer.

Do I need to be at my new address on the date of my Home Phone move?
Not always. We will let you know if we need to arrange for an engineer to visit your new address.

Can I keep my current telephone number?
Yes, but only if the address you are moving to is serviced by the same telephone exchange. In most circumstances moving home will mean relocating to a new telephone exchange area. Your existing telephone number cannot be kept where a change of telephone exchange is needed.

  Need a MAC code?

Are you thinking of joining us?

Here at Fuel broadband we supply unbundled lines so in over 99% of cases we won't need you to provide us with a MAC code. If during the progress of your order we hit a bump we will let you know so you can contact your current provider to ask for the code. Getting a MAC code usually takes 24 hours upon request.

MAC Code.
A MAC code, Migration Authorisation Code, is a unique code which identifies a particular line and enables you to switch internet service providers. It allows providers to easily migrate your information and should consist of four letters, followed by between seven and nine numbers, a slash and five alphanumeric characters. In 2015 the MAC process will be removed to further improve the ease of migration between service providers.

Thinking of leaving us?
If WE are you current provider, and you are not on a bundled phone and broadband package, then you must contact Fuel Broadband on 0800 036 3839 or email hello@fuelbroadband.co.uk to attain a MAC code.
If you decide to use a different provider please let us know. It will take 10 working days to prepare your line, after which you will be able to have services with the provider of your choice.

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Billing & Payment

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  Legal Bit

*Promotion: Free activation and 6 months half price broadband available to new Fuel Broadband customers only.

Fuel Broadband Package: Package prices are shown inclusive of VAT at 20%. An 12 month contract applies. Customers preferring to receive 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, inclusive 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 14.5p 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 Broadband Terms and Conditions. Terms and Conditions apply. A one-off £7.95 router postage & packaging fee applies.

Fuel Home Phone Package: Package prices are shown inclusive of VAT. An 12 month contract applies on calls package and line rental. Customers preferring to receive a paper bill are charged an additional £2.25 (incl. VAT) per month. Customers paying for the service by means other than Direct Debit will be charged an additional £2.25 (incl. VAT) per month. Rates are shown in pence per minute, inclusive 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 Broadband terms and conditions. A call set up fee of 14.5p applies for all non-inclusive calls. The rates shown apply from fixed line phones. Fuel Broadband Terms and Conditions apply.

Evening & Weekend UK Landline Calls: Our free UK Evening & Weekend calls are available between 6pm to 8am weekdays and between 6pm Friday and 8am Monday. Maximum call duration is 90 minutes per call but to keep speaking simply hang up and redial before the 90 minutes is reached to avoid our standard call rates.

Unlimited UK Landline Calls: Maximum call duration is 90 minutes per call but to keep speaking simply hang up and redial before the 90 minutes is reached to avoid our standard call rates.

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 you live. Package only available in Fuel Broadband network area. No traffic management or download limits apply for Fuel 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 £59 per visit. If the wiring, socket and routing from the exchange to your property 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 property to allow the engineer to gain access on the day of your agreed engineer appointment you will be charged a missed appointment fee of £59.

You warrant that you are at least 18 years of age and you will be financially responsible for the Fuel Broadband services you register for within this website (including any use made by you in respect of any persons for whom you are legally responsible or by any person for whom you are legally entitled to act) and for any other person's use of this website through your IP address. You also warrant that any person using this website through your IP address will give accurate and true information when registering for a Fuel Broadband service.

Amazon Gift Certificate:**Amazon.co.uk is not a sponsor of this promotion. Amazon.co.uk Gift Certificates ("GCs") may be redeemed on the Amazon.co.uk website or affiliated website Javari.co.uk towards the purchase of eligible products listed in our online catalogue and sold by Amazon.co.uk or any other seller selling through Amazon.co.uk. GCs cannot be reloaded, resold, transferred for value, redeemed for cash or applied to any other account. Amazon.co.uk is not responsible if a GC is lost, stolen, destroyed or used without permission. See www.amazon.co.uk/gc-legal for complete terms and conditions. GCs are issued by Amazon EU S.à r.l. All Amazon ®, ™ & © are IP of Amazon.com, Inc. or its affiliates.