Is Fuel broadband any good?

samantha smith
By Samantha Smith

fuel broadband

THEY still sound like relative newcomers to the broadband market, but Fuel are the reincarnation of budget phone providers Primus.

Our Rating

Value for money:

Customer service:

3 out of 5

Under the new name, they've pinned their hopes on one simple package: a (relatively) cheap, one-size-fits-all, unlimited broadband deal.

Cheaper than chips (almost)

When they launched in October 2014, their broadband cost the equivalent of £4 a month on top of their line rental - less than the price of a couple of decent coffees.

But since then they've raised prices a couple of times, and while they're still cheap, they're not as stunningly inexpensive as they were.

Package Broadband Contract term Upfront price Monthly price
Fuel Broadband Unlimited Broadband Up to 17Mb
12 months £7.95 £23.60

Every now and then they'll run a special offer for new customers, reducing the total monthly price by anything from a couple of pounds to the £6 that covers the broadband part of the bill, for at least six months and sometimes up to a year.

They also sell their landline on its own, charging £17.60 a month on a line only basis - up from just £15 with inclusive evening and weekend calls when they launched in late 2014.

As Primus they were famous for having a home phone deal that included line rental of about 70% less than most of the other providers, but now the bargain line rental is gone.

Even so, their standard broadband with phone package is still cheaper than many of the special offers from the big players - see the table below - although it's not the cheapest out there. There's more on where to look for them here.

Package Broadband Contract term Upfront price Monthly price
BT Unlimited Broadband + Weekend calls Up to 17Mb
18 months £9.99 £23.99
for 18 mths,
then £40.99
Plusnet Unlimited + Line Only Up to 17Mb
12 months Free £18.99
for 12 mths,
then £27.98
Sky Broadband Unlimited + Talk Up to 17Mb
12 months £19.95 £18
for 12 mths,
then £28.99
talktalk Fast Broadband Up to 17Mb
12 months Free £19.95
for 12 mths,
then £25.50

As well as selling their broadband at a relatively low standard price, they also have a talent for knowing what kind of additional extras that will appeal to their intended audience - they've previously given new customers Chromecast and Amazon Fire TV sticks.

Back when Fuel first appeared, the only company to beat them for phone plus broadband was Tesco Broadband.

At the start of 2015, however, Tesco were bought by TalkTalk, with customers being moved across and seeing their prices increased accordingly over the course of 2015.

Before that, the only real difference between them on paper was their approach to traffic management: Tesco's was not entirely clear, but the gist of it seemed to be ensuring that "our other customers also get the best service possible".

When Fuel, on the other hand, say their broadband is unlimited, they mean no traffic management or download limits apply. The only thing they say will limit a user's internet speed is their phone line.

Finding the cheapest

That's something of a change: when they were Primus, they used to operate a "three strikes and you're out" policy with users who downloaded more than 100GB a month, starting with a warning email and ending with seriously throttled bandwidth during peak hours.

But while Fuel's terms and conditions include a clause to protect "use of or access to the internet of any other person (including substantial data transfers during peak times)", in August 2014 they told Choose their unlimited "truly was" unlimited.

After the rebrand was complete, they also began to automatically upgrade old Primus customers with 10GB, 20GB or 40GB broadband packages, to the new unlimited deal.

The appeal of those packages was that people didn't have to pay for allowance they didn't need - but at £6 a month, it's unlikely anyone will end up paying over the odds however much or little they download.

Home phone required

Once upon a time it was possible to mix and match phone and broadband providers to get a good deal on both, but over the past few years it's become increasingly common for ISPs to bundle services, only allowing customers to take broadband who also take their phone.

So in the past most service providers seriously subsidised their broadband to make it attractive in the face of the obligatory line rental charges - hence the new rules on advertising broadband prices from the ASA - and Fuel joined the party.

Following the lead of TalkTalk, Sky, and Plusnet, they haven't offered any kind of inclusive calls with their line rental since the end of 2015. Before then they used to bundle evening and weekend calls to UK landlines.

Now the only option for people who don't want to worry about call charges is the anytime bundle - although at £3 a month it's pretty cheap compared with their rivals, and the calls can be up to 90 minutes long.

Daytime calls are charged at 9p per minute, which is cheaper than BT - as is their call setup fee, which is 15.5p. They also have a lower access charge than most other providers for calls to 08, 09 and 118 numbers, at 7p per minute; 0800 and 0808 calls are free.

A hint of the complexity Primus were famous for comes in their mobile call prices: these cost 12p per minute at weekends, 14p on weekday evenings, and 16p during the day midweek.

Simplicity costs

While it's in keeping with the simple one-size-fits-all ethos, the fact that there's no upfront line rental payment offer to sweeten the deal might make it a bit less attractive.

Other cheap providers
We review:
Plusnet here
TalkTalk here
EE here
The Post Office here

For example, at the time of this update, the Post Office offer line rental for the equivalent of just £14.99 a month using the annual payment option, making it one of the cheapest options in the UK.

Even among the biggest providers there are cheaper deals available.

Plusnet charge £185.88 a year, equivalent to £15.49 a month; even Virgin Media's £19 a month line rental can be brought down to the equivalent of just over £16.30 a month by paying for a year upfront.

Meanwhile many providers beat Fuel's prices over the course of the contract by offering long lasting introductory deals: Plusnet, Sky and EE, for example, frequently offer their broadband packages at a similar or lower price for as long as the initial contract term.

Fibre broadband

Primus used to offer 38Mb and 76Mb fibre broadband, but withdrew both from their residential offerings in August 2014, in part because of low take up but also because they were holding off for new regulations on how BT charges resellers for fibre.

As Fuel, they say fibre broadband will be made available to customers again at some point in the future, although more than two years on from relaunch it's still not clear if and when this will be.

Any good?

It's a shame that the almost unbeatable prices Fuel Broadband offered at launch disappeared so quickly, to be replaced with total monthly costs that seem pretty standard.

Let's not forget, though, that their broadband and call costs are still less than those offered by most of their competitors.

Customer reviews seem to rate them as fairly average, with the standard mix of people who've had nothing but trouble, and those with glowing reports.

But for simplicity they're hard to beat.


13 September 2017
Jamie Powell

They went out of business lol.

24 May 2017

I'm the same.

10 April 2017
Paul Venner

New Call Telecom - the parent company - are in the process of selling the customer base, probably to the Post Office.

17 September 2016
Arthur Ascii

Terrible. Avoid at all costs. Indian call centres in which staff seem incapable of understanding simple requests. No customer service in effect.

Spend your money somewhere else.

5 September 2016
Ian Brady

Utterly awful company, no customer service, rude and even aggressive staff, misleading information on the website. Wish I had never gone near them! I completely agree with all the bad reviews below.

26 June 2016

DO NOT go with Fuel if you plan to move home! You cannot take the service with you. They make you cancel the contract and restart a new one at the new address, and that may not be the same deal as you had first time around. If you don't want to do this, you have to pay the contact cost.

13 June 2016
Glenn Rowland

I decided to leave this company I thought I was supplied by New Telecom, so I emailed them notice twice with no replies. I moved supplier as I needed a faster service. Then I got a bill for a months use, and told I had to give them notice, I explained twice more and emailed them, keep in mind I had never heard of fuel broadband. The customer services is non existent and they still want a months money after giving them notice 3 times. I wouldn't use them if it was free.

4 June 2016

Slow or often no broadband for 4 weeks after switching to Fuel so switched to Another supplier and problems resolved. Now being chased by Fuel for early termination fees even though they couldn't provide a service.
Wish I'd read the reviews - nightmare company!!

23 May 2016

Poor communication, poor customer service. Avoid them with any costs.

10 December 2015

Awful company! I would honestly avoid at all costs... I ignored the reviews I read and I regret it so much!

19 October 2015

This company is Primus...full stop, so basically they changed the name and continued the rep... and as for download speeds of 17Mb?... 1Mb is the truth, love to know where the other 16 is? TalkTalk provides the platform of their services and just like the name suggests it really is all talk talk.

22 February 2015

I took over the phone line from the previous owner when I moved house in dec 2014. I was told I could definitely get broadband at the property by the fuel broadband advisor. I tried to set this up two weeks ago and was then told that they could not provide broadband to my property. I was told to look for a standalone deal with another company and if I want to be released from contract I have to pay fuel bb £50. I am unhappy that the service they promised cannot be provided, and I have to buy my way out of the contract.

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