Review Time
Had a problem submitting meter reads and was very promptly assisted by Kabir who sorted everything out immediately and very courteously. I have seen other reviews about Fuse lacking in customer service but can honestly say that the few times I have needed to contact them the response has been fast and helpful. I like the fact that you pay for what you use and don't build up ridiculous amounts of credit that you have to jump through hoops to get back.
Don’t trust them. I have had a terrible experience with these cowboys. They hiked up my bills a couple of months after I joined (I’m now paying more with them than any company before - and I’m supposed to be fixed) and they lied to me about getting a new IHD to give accurate bills.
I was paying £99 in 2019 OF the market
I was paying £212 in 2022 OF the market
I was paying £212 in 2024 OF the market
I was paying £265 in 2025 Octopus
CON-Fuse have just hiked my bill upto £375.
AVOID
So far so good, communication is via text, and it works really well. If you have a problem, then text them in the app and they respond within minutes. No more long wait times in queues on the phone and explaining the problem to different departments. This is definitely the future. Also app is amazing at helping you understand your usage better.
I’ve had a very good experience with this company , I had a safety issue with my gas, they had an engineer out the same night, and had it fixed extremely quickly, can’t fault the service
I joined fuse and was initially impressed but unless your question is standard they lack experience and each time you get a new advisor and have to explain from the beginning. We are trying to get our meter connected and it has been months of incompetence. Eventually they put the correct application for an aerial in in October but not before sending an engineer not qualified to work on our meter (2 phase). Then last week (Feb) they have simply said the aerial won’t work and have cancelled the aerial but won’t answer any of my questions properly.
Anjali clearly understood my issue and provided the best solution for me.
I was changing account holder from myself to my wife because my wife is going to make further payments through direct debit using her own bank details but Anjali suggested to add her as an occupant rather that changing account holder. This way I was able to save my exit fees.
Thanks a lot for your help Anjali.
No phone support but I find that preferable.. their app and communications channels are very well designed. It was so quick and easy to get the support I needed and Trevor was a pleasure to message with.
Amazing costumer service, very quick at replying to messages on the app chat. Very helpful and understanding. Real human beings at the other end, that can listen and understand. I love that. Thank you
I was apprehensive about switching my Energy supplier purely using email. I am old school and prefer to speak in person. An operative called Ebin responded to my opening email promptly. My questions were understood and I received fast satisfactory and concise answers. Considering this is the first time that I have contacted Fuse, I am very impressed by the excellent customer service that somehow gave that human touch, even if it was by email! I have not switched yet, but it’s highly likely that I will.
My engineer Oliver was fantastic. Friendly, professional, and incredibly helpful from start to finish. He made everything easy and was a pleasure to deal with. Highly recommend!😁
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