Fuel Broadband

Cut price broadband and phone for the cost conscious consumer, formerly known as Primus Saver

  • Low priced phoneline broadband services
  • Truly unlimited usage on all deals
  • Range of phone bundles to choose from
  • Free UK-based customer service

0800 036 1900   Go to site

Fuel Broadband Unlimited Broadband with Calls
Free for 6 months
£4.00 thereafter

Line rental £15.00

  • Ending Free for 6 months!
  • Truly unlimited usage
  • Includes Chromecast, cast your favourite entertainment from your phone or tablet straight to the TV
  • Free UK-based support
  • Evening and weekend calling
  • Free connection
  • 12 month contract

0800 036 1900   Buy now

Fuel Broadband Unlimited Broadband with Anytime Calls
£3.00 for 6 months
£7.00 thereafter

Line rental £15.00

  • Ending 6 months better than half price!
  • Truly unlimited usage
  • Includes Chromecast, cast your favourite entertainment from your phone or tablet straight to the TV
  • Free UK-based support
  • Anytime UK landline calls
  • Free connection
  • 12 month contract

0800 036 1900   Buy now

Reasons to choose Fuel

  • Affordable - one of the cheapest providers in the UK
  • Truly unlimited broadband - several truly unlimited options with no caps or traffic shaping
  • The UK's lowest priced monthly line rental - option to sign up for home phone alone and take standalone broadband from another provider
  • Cheap and inclusive calls - if you make heavy use of your landline for calls, Fuel may be a good value choice
  • Low price monthly line rental - Fuel offers cheaper line rental than BT and many others without having to pay for a year upfront
  • UK-based customer services - get support from a British call centre

Possible downsides

  • Not available outside of network areas - no higher priced option for customers outside of network areas, mainly affects those in rural and remote areas
  • No fibre packagages - Fuel are currently focusing on low cost unlimited copper phoneline broadband
  • Older wireless technology - While half of customers receive a 802.11n router, the rest receive the older g-rated technology with slower connection speeds and pooerer range
  • Long contracts - all deals have an 12 month minimum contract term
  • Limited extras - 'no frills' service with little more than a router provided
  • Budget provider - may proritise low price over other considerations

Features at a glance

  • Up to 16Mb download speeds

  • 12 month contracts

  • Truly unlimited usage allowances

  • Free connection, one-off charge for router delivery

  • Free UK-based technical support

  • Wireless router with all broadband deals, half of customers receive a 802.11n compatible model, delivery charge applies

  • Phone packages from evening and weekend calls to anytime calling

  • Line rental can be purchased standalone and paired with many other ISPs' broadband services

Chrome, Chromecast and the Chrome logo are trademarks of Google Inc.

Details last checked on 2015-03-17

Customer Reviews

Sometimes the best way to get a feel for a broadband provider is to read what those who are already customers think of the service they're receiving. Below are all the reviews we've received for Fuel Broadband.

Customer Ratings Summary

  • Satisfaction 3 Stars
  • Speed 2.5 Stars
  • Reliability 3 Stars
  • Customer Service 3 Stars

Based on 412 customer ratings since 2014-03-30

Show all time ratings

Add your own review of Fuel

Ratings are left by users of our speed test as well as by reviewers. Recent star ratings summarise the last 12 months of ratings or the last 100 placed, whichever is largest.

Reviewer Location Reviewing Date Ratings
Not at all happy with this company at all. Glad the contract is only 12 Months.
The broadband side is fine if a bit slow at times, but if you take out their telephone facility as well BEWARE!!!!. UNLESS YOU PAY £50 UPFRONT YOU WILL NOT BE ABLE TO MAKE INTERNATIONAL OR PREMIUM RATE PHONE CALLS FOR THE FIRST 3 MONTHS!!! I was not told this when I started the contract if I had been I would not have taken this deal and trying to get through on the 0800 number was impossible. When I called their ordinary land line the guy was dismissive & abrupt. On top of that before this feature is activated you will need to send in a recent copy of a utility bill and call up to confirm the lift. So it may seem like a cheap deal but CHECK EVERY DETAIL FIRST!!! there are better deals out there guys.
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 3 Stars
  • Customer Service 3 Stars
Lorenzo Francis Goudhurst Fuel Broadband 2015-03-16  
What should have been an easy change of address took 5 weeks to complete. I was given a new connection date being told that they needed access into my property and should the engineer be unable to gain access a charge of £50 would be applied, I waited in for a morning appointment 8am till 1pm!! with no engineer turning up, I phoned to complain and to make a new appointment only for them to apologise as due to a mistake by them, no engineer had been booked for my appointment. I was then informed my case would have to be re-referred and my new connection date would be in two to three weeks time and entry into my property would not be required?
On writing a formal complaint for compensation all I have been offered is £18 one months rental, there is clearly different standards, should I have missed the appointment I would have been charged £50!!
Also to put the icing on the cake when taking out this new contract with them I was not informed that my broadband would drop by 50% at my new address.
Given my dissatisfaction I asked to be released from this new contract to which I have been inform would cost me £120, clearly customer satisfaction is not their greatest concern, I will not be extending my contract or recommending FUEL BROADBAND to anyone I know.
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 1 Stars
  • Customer Service 1 Stars
Steve Durham Fuel Broadband 2015-03-12  
Had broadband for 6 months now, i get just below the speed I pay for, and the reliability is average (2 cut-outs in the past 4 months) BUT, the customer service have been very good, I had a problem with connecting wireless to my router and they helped me step by step.
  • Satisfaction 5 Stars
  • Speed 5 Stars
  • Reliability 3 Stars
  • Customer Service 3 Stars
Tom London Fuel Broadband 2015-03-11  
You get what you pay for.

I don't use a home phone hence choosing a line/internet deal. My expectations were not great given the cost of this deal and I haven't been surprised.

The upload and download speeds are pretty slow (1.08mbps/8.01mbps) Don't expect to stream videos or watch TV online without getting constant buffering. Its okay for email and web searching as long as you're prepared for delays.
Reliability is a bit suspect. I regularly have to reboot my router and rarely does the connection survive a whole night. My previous provider (Postoffice Broadband) never had the issue but it was more costly. My employer is encouraging home working but there simply isn't enough bandwidth for me to use the kit.

Staff have been friendly and mostly helpful when I've needed to contact them. I suspect that I won't renew when my one year deal comes up.
  • Satisfaction 3 Stars
  • Speed 4 Stars
  • Reliability 1 Stars
  • Customer Service 2 Stars
Peter Charman Essex Fuel Broadband 2015-03-09  
We went from Talktalk's unacceptable service level to Fuel broadband, at the time we did not know Fuel Broadband platform shared with Talktalk.

To begin with all seemed fine, the router is cheap and nasty looking and not a patch on a BT one but our problems started when upon checking my bank account I noticed a payment set up for a company called New comms.

I had no idea who they were so cancelled the direct debit.

Upon further investigation I found out that this was Fuel Broadband, So the very next day I phoned up explained what I had done and reinstated the Direct debit, all was well in the world until two weeks later.

No Broadband, and a Talktalk page kept coming up to say there was an issue with my account, Phoned Fuel Broadband to be told I had missed a direct debit payment and my service would be stopped.

Told them I had reset the payment two weeks ago, asked they why I had not been made aware of this going to happen, asked why the person I had spoken to had to reinstate the DD had not asked for a card payment to cover my missing payment, Also why in no place on my online account did it state I was behind in any payment or had missed a payment and again asked why nobody at fuel Broadband had contacted us before to let us know about the missing payment.

I was giving no answers to any of these questions.

We paid the outstanding payment by card and were told our service would be back to normal within 2 hours, that was at 16:00 that day, the next day at 11am still no service and we had to call them again, again told service would be back in under 2 hours, and yes after an hour it came back on but has been really slow and erratic.

At that point we had no broadband or incoming calls for 24 hours, but no compensation offered no apology.

We did get a very irate angry women phone us later that day, she was very firmly put in her place when asked to explain why fuelbroadband had not told us about any issue with our account, why had they not given us any notice about our service being put on hold, and why there useless customer care person had not taken a card payment to cover the missing direct debit payment or inform us that we would lose service.

We also asked her to clarify the position with Talktalk, she tried to deny they had any connection with Talktalk but eventually stated they platform share, which is more or less saying they use Talktalk to provide broadband service, I explained to this person that we did not want anything to do with Talktalk and feel we have been mislead and we would be taking our service from another reputable company that had no connection with Talktalk, I also suggested that their customer care staff were clearly poorly trained and did not know how to deal with issue like cancelled direct debits and her attitude as a manager was appalling and we would be reporting there poor service and conduct to OFCOM. We will be moving to Plusnet very soon.
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 1 Stars
  • Customer Service 1 Stars
David Cosworth Castle Douglas Fuel Broadband 2015-03-08  
Just recently joined Fuel, no problems what so ever so im satisfied with service im getting
  • Satisfaction 5 Stars
  • Speed 5 Stars
  • Reliability 5 Stars
  • Customer Service 5 Stars
Brian Gorton,Manchester Fuel Broadband 2015-03-06  
The worst experience i have ever had! Took 2 month to finally connect the router. They scammed me and tried to charge me for two missed engineer appointments, the second one was not ordered to which they have apologized on the phone and then went ahead and still charged me £118 on the FIRST BILL! Imagine the frustration after you thought you getting a cheap deal! To make matters worse, and literally a spit in the face was when the engineer made a visit on the third time he told me that I did not need to be at home anyway since what he had to do was outside the building to connect my line!!! OH MY GOD! And they made me pay 118 pounds! Further down in this eventful joyride of pain, when the router finally arrived and the connection was supposed to be working, they set up the router with wrong log in details and NOWHERE did they say what I have to do in the settings to connect it. I rang customer service yet again ( I LOVE THOSE GUYS), the cynical woman with patronising remarks have not helped me what so ever, except just put me in the line and then started some banal questions like "did you connect the router"... I gave up and hung up the phone. After hours of messing around I figure that the login details were wrong and finally managed to connect. 5 days later, I receive a brand new router, they just sent me a new router thinking it will solve everything, I DID NOT ORDER IT OR WAS INFORMED. And, of course, they charged me for that later in the bill, for the router delivery :D I will do everything in my power to sue this company and try to bring them down. They scam people on misinformation and fake engineer appointments (each is £50 pounds). Since I have connected, barely has been a month. My bill already is £140, 2 missed engineer appointment, one is fake, no need to be home anyway, uninformed mailing of a second router and charging for it, one month of actual internet fee (£12.50). Thieving scammers!
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 1 Stars
  • Customer Service 1 Stars
Serj Edinburgh Fuel Broadband 2015-03-05  
I have been with Fuel from when they were called Primus. I never had a problem then and I still havent had any problems now. I would recommend them to any of my friends and family. I have the unlimited broadband and phone package and get 15Mb/s speeds (max is 16Mb/s)
  • Satisfaction 4 Stars
  • Speed 4 Stars
  • Reliability 4 Stars
  • Customer Service 4 Stars
Alfie Harley UK Fuel Broadband 2015-03-04  
Terrible service. Constantly breaking down. Either the router or if the router is working then the internet access from there. Ridiculously advised to take apart the BT socket to connect direct into the test socket. "To test for 24 hours" How would someone with a disability or an elderly person deal with that. I am going to report them to a consumer watchdog programme.
  • Satisfaction 1 Stars
  • Speed 1 Stars
  • Reliability 1 Stars
sarah North east of engand Fuel Broadband 2015-03-04  
Switched over from BT having been with them for over 10 years they suddenly upped my broadband to double the cost. So i was apying over £50 a month for phone & broadband. Saw Fuel advertised and yes i also read quite a few negative comments about the overall service they supply but took the plunge anyway. Really happy i did as had no issues since switching in February. download speeds are slightly down but nothing major. early days yet i know but all in all for £17 a month its an absolute no brainer. Saving over £35 a month on the same deal as with BT.
  • Satisfaction 5 Stars
  • Speed 5 Stars
  • Reliability 4 Stars
  • Customer Service 5 Stars
chris notts Fuel Broadband 2015-03-03  

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Primus

Six months half price unlimited broadband from Primus Saver

Posted on 2013-05-10 17:25 in Offers Fuel

Primus Saver are offering six months half price on their Unlimited broadband and phone package.

Primus Saver Phone & Broadband Unlimited - £2 a month for the first 6 months

Line rental is required at £14.50 a month, or pay £120 for a year up front, making a saving of £54. Offer ends 30th of June.

Comments

Fuel Broadband Buyers Guide

Can I get Fuel?

Rather than placing their own equipment in telephone exchanges, Fuel resells the network of TalkTalk, which has the most exchanges covered of any provider.

If your telephone exchange doesn't have TalkTalk equipment installed, you will be unable to sign up for a Fuel standard broadband service as there's no provision for 'out of area' customers.

You can find out if you can get Fuel Broadband where you live with our postcode checker.

What packages are available?

Fuel offer two ADSL broadband packages:

  • Fuel Unlimited Broadband with Calls - truly unlimited with evening and weekend calls to UK landlines
  • Fuel Unlimited Broadband with Anytime Calls - truly unlimited with anytime calls to UK landlines

These packages all offer the headline speed of up to 16Mb, although the speed available to you will vary based on various factors such as the wiring in your home, the time of day (speeds will be slower at peak times like evenings when lots of people are online), and the distance from your nearest BT telephone exchange, with speeds decreasing the further away you are. You can find out how close you are to your nearest exchange by using our postcode checker.

The key difference between these packages is the degree to which inclusive calling is included. The inclusive evenings and weekends calls phone package allows you to make calls to most UK numbers anytime during weekday evenings and nights, or the weekend. The anytime calls package gives you free inclusive calls to most UK numbers at any time of the week.

Which package should I choose?

If you're interested in a budget provider like Fuel, it's likely that cost effectiveness and value for money are important factors to you.

All Fuel packages offer the same truly unlimited broadband usage allowance and free connection so your decision needs to be based on how much you make use of your landline. Choosing between the two inclusive calls options depends on what time of day you make your landline calls.

Points to consider before you choose

  • Is low price the most important factor for you?
  • How often do you use your landline to make call and at what times of day?
  • Can you live with slower ADSL speeds or do you need to go elsewhere for a fibre service?

Compare all Fuel deals

What do I get when I sign-up?

It's always good to know upfront what you'll get when signing up with an ISP so you know what you can enjoy for free, or to budget for any extras you may want.

  • Free wireless router - Fuel Broadband customers receive a free wireless router when they sign up to help manage their connection. Which router you get depends cannot be predicted, only half receive N-rated routers with better speed and range. It is worth noting however that while the router is free, you do still need to pay for delivery, though this is a one-off cost.
  • Free connection - Fuel offer free installations on their Unlimited and Fibre deals (though only one per account), and all deals have no activation cost, saving on some of the ‘hidden costs’ that ISPs can surprise you with.

What are the benefits of Fuel?

The benefits offered by an ISP may be what seals the deal in your decision to buy a package from them.

  • Cheap costs - Fuel’s main selling point is their low cost, and they are one of the cheaper providers on the market, offering broadband at budget rates. This is also reflected in the lack of extras, with the focus being on the broadband service itself.
  • Low cost line rental - As a major home phone provider, Fuel are able to offer cheap line rental in place of BT, and if you switch to them from another line rental provider, you can even usually keep your number.
  • Free UK-based technical support - Unlike some other providers, Fuel’s customer support is based in the UK, and free to Fuel’s customers, meaning that you don’t have to pay extra for help if things go wrong.

What are the drawbacks of Fuel?

Let's face it, not everything can be perfect, and even the best deals may have a downside.

  • No short contracts - Unlike some ISPs, Fuel do not offer short rolling contracts. Their deals come with 12 month contracts, which can be an issue for those who do not want the commitment of such a longer contract and need greater flexibility, such as those on short tenancies or students.
  • No fibre products - Fuel currentluy only offer unlimited copper phoneline broadband. If you are a heavy user and must have fibre then you'll find yourself out of luck with Fuel for the moment. However, they plan to add Fibre products soon.
  • Few extras - Fuel offer relatively few extras with their broadband packages in comparison to many other providers. However, they are a budget provider and so the lack of extras allows for a lower cost on the core broadband (and phone) service.
  • No guarantee of N-rated wireless - While half of customers receive a 802.11n router, the rest receive the older g-rated technology with slower connection speeds and pooerer range. There's currently no way to predict which option you'll receive although this may change in the last quarter of 2014.
  • Higher congestion - Budget prices are usually achieved by 'cutting corners' which in broadband terms means buying limited capacity on another providers network and stretching this to serve as many customers as possible. Anecdotally, this means that budget broadband is more likely to slow down at peak times. This is supported by Fuel's headline speed (as of mid-2012) being only up to 13Mb, notably lower than other ADSL-based providers. The ASA requires that headline speeds must be consistently achievable by 10% of customers.
  • Limited information - Unlike most broadband providers, there's very little firm information about things like telephone support opening hours, traffic management policies and typical ADSL speeds on Fuel's website. We would usually recommend that customers research these before signing up to a provider.
  • Complaint levels - Although Fuel is a relatively small provider and too small to be included in Ofcom's reports on broadband complaint levels, our broadband expert service receives an unusually large number of requests for help with Fuel products. You can check our customer reviews of Fuel Broadband (formerly known as Primus) for a typical selection of problems.

 

Broadband.co.uk