Fuse Energy Reviews

Utter incompetence. They invented an opening reading, plucked from thin air. Told us they couldn't use the previous suppliers "combined reading", and that they had to have the rate 1 reading. The rate 2 reading hasn't moved for sometime as neither us or the previous owners had a high/low rate supply. So, to get the rate 1 reading, you just need to subtract rate 2 from the combined reading. Guess what, they're way off. This is going to the ombudsman.

Great communication. They don't have a phone line but their speed of email response or chat response makes up for this

First time user of Fuse Energy app and I had an issue swapping gas over from previous supplier, I used the Chat function and had brilliant customer service by all involved and specifically Paolo resolved my query in a professional and timely manner , I was very impressed. Thank you All .

Had issue with my IHD Customer support was excellent Trey went through some suggestions and was able to send him pics of my device. Well we have a resolution So Thsnk you so much Trey and the Customer support Team Very easy to use chat service as well SteveM

Great service from Oliver at Fuse to replace a faulty smart gas meter. Good communication throughout, quick & tidy work, and very courteous. Thank you very much!

Been with Fuse since Martin Lewis first mentioned them and really happy with the rates, service and particularly paying for exactly the amount used at the end of each month. One knows exactly where you are and can compare, spread over the year isn't an accurate picture. Also special mention to Dhruv who has been amazing and worked really hard to help us with EV connection.

Had no gas supply on a Sunday evening and had very good experience with the Fuse app. Diagnosis was a new gas meter at our property. Bilal the engineer was very friendly and explained he would fit the meter which he had in his van. Informed Fuse at 6pm of the problem. By 9 .30 pm we had hot water and heating! Excellent service from Fuse and Bilal in particular. Very pleased to recommend Fuse energy based on my experience.

Oliver, the engineer called before turning up, was then prompt. He engineered both meters without fuss or mess and was quick at it! Polite and friendly, putting me at my ease. I couldn’t ask for more

Excellent customer service - speedy response. It's easy to get past A.I. & speak with a real person. I've been with Fuse Energy for a long time now - good value for money & fair.

I had an issue where a direct debit was generated automatically despite my account being fully settled. Initially this was frustrating, but once the matter was escalated, Fuse Energy handled it extremely well. A billing supervisor reviewed the account properly, acknowledged the limitation in the process, and resolved the situation fairly and promptly with clear communication throughout. A goodwill credit was applied without unnecessary back-and-forth, which I appreciated. This was a good example of a company taking ownership once the right person was involved. Professional, reasonable, and responsive customer service. Would recommend based on this experience.

Although the team had a tricky situation with meters wrongly assigned to properties historically, they were prompt in their responses and managed to solve the problem.

Switched from British Gas, Faraz & Arnav were extremely helpful in getting me switched over and made it very simple for me. Now have cheaper bills & a lot better customer support! Thanks guys

Not the best at replying to customers by email. They only deal online by email and you can't contact them by phone.

Agent Gedmantas spent a long time with me trying to sort out a problem which was neither my fault nor Fuse Energy's. He persevered until he found the solution, keeping me informed at all times with great patience.

They dealt with my problem immediately with explanation, manners and efficiency. They acknowledge it was there mistake, so rare in this era of "it's not our fault" cry and compensated me for same. You do worry about efficiency when only chat line available and not phone line but they were brilliant.

Been with Fuse Energy for a few months now, after having a terrible experience with Octopus. Fuse Energy is by far Cheaper and good customer services. Can message on the App and someone always replies. They've manged to connect to my smart meters, where as Octopus couldn't and couldn't be bothered to look into it. Highly recommend Fuse.

Excellent customer services. Prompt response. Fuse energy company is delivering good services to the customers. Brilliant user friendly app is a central point of everything. Customer service chat is very convenient where you get real support people who deal with your queries and resolve promptly. Thanks for the excellent services and keep it up.

Excellent response with fast replacement of my EV charger under warranty which has a catastrophic failure. Dhruv, Joshua, Manjodh, and Diya were able to handle my issue and resolve it rapidly. Thanks guys

Very kind staff, respond me promply, and solved the problem. The price is competitive for free exit.

Poor communication ... support responses can be extremely slow. The last support person on their chat was an exception to the experience we have endured since joining. Attaching out Ohme charger gas been unnecessariy painful too. Our experience except the last repeated request for explanations and support has been poor hence two stars rather than one. The tariffs are about what we paid with previous suppliers and we get energy into our home without interruption. But SMS do all that energy transport work like with all other retail suppliers.