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A Guide to help you understand your Bill

Understanding My Bill

This page will help you to understand Fuel Broadband 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

My Bill Guide

  1. Section 1 - Your Bill

The invoice section is designed to show a breakdown of your services

  2. Section 2 - Telephone Summary

The telephone summary shows a breakdown of call type by CLI (caller line identity) which is the individual telephone number.

  3. Section 3 - Service Summary

The service summary provides a breakdown of services on your account including line rental, broadband services and any Select Services per CLI (caller line identity).

  4. FAQs for Fuel Broadband Bill

Your bill is split into 3 sections:

Section 1: The invoice section is designed to show a breakdown of your services.

Section 2: The telephone summary shows a breakdown of call type by CLI (caller line identity) which is the individual telephone number.

Section 3: The service summary provides a breakdown of services on your account including line rental, broadband services and any Select Services per CLI (caller line identity). Charges are for the billing period stated.

When will I receive my bill?
You will receive an invoice from Fuel Broadband once a month.

How do I view my bill and itemisation online?
You can view your current invoice and any historical invoices complete with call itemisation by visiting https://myaccount.fuelbroadband.co.uk. If you do not have your log in details please email hello@fuelbroadband.co.uk .

I don’t understand the service charges on my first invoice?
Like other service providers we charge monthly in advance for our service charges (eg. line rental). However, if you joined Fuel Broadband part way through a month you will be charged from your connection date plus your next month in advance.

Why have I been charged a ‘Non-Direct Debit’ charge?
This charge is only applied to customers who do not pay by Direct Debit, you can save this £2.25 charge by signing up to pay by Direct Debit. Please contact a member of our Credit Control Department on 0800 036 2113 who will be happy to assist with this.

Why have I been charged a ‘Paper Invoicing’ charge?
As an environmentally friendly company and, in accordance with our ISO14001 policy, we can no longer provide paper invoices free of charge. We encourage all of our customers to take advantage of our paper free billing and save the £2.25 charge. You can do this by contacting our Customer Service Department on 0800 036 3839. Paperless invoicing is only available if you pay by Direct Debit or Reoccurring Card Payment.

Click here to download the PDF file for the My Bill Guide

If you need further help with MyAccount, you can call us on 0800 036 3839 Or Email us on hello@fuelbroadband.co.uk

Login To MyAccount

Got your password? Excellent. Find out all the latest about your Fuel Broadband account.

Understanding MyAccount

We've produced a useful guide to help you get the most out of 'MyAccount'.

  Legal Bit

Fuel Broadband Package: Package prices are shown inclusive of VAT at 20%. A 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 15.5p applies. The rates shown apply from fixed line phones. Tariffs are effective from 01 September 2016 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. A 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 01 September 2016 and are subject to change as specified in the Fuel Broadband terms and conditions. A call set up fee of 15.5p applies for all non-inclusive calls. The rates shown apply from fixed line phones. Fuel Broadband Terms and Conditions apply.

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: All new line installations will carry a charge of £59. 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.

Introduce a Friend £20 offer: Offer is only available by following the steps set out above. New customers must be registered at a different address to the referring customers. £20 including VAT account credit provided upon referred customer's services going live with Fuel Broadband. The referral credit has no cash value and is credited to the Fuel Broadband account balance. Existing customer must remain an active customer to qualify. Fuel Broadband Introduce a Friend scheme is not available in conjunction with any other offer.

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