Fuel Reviews

  • Fuel Representative

    by Fuel Representative at 13:51 on 26 Jun 2015 | registered | 57 posts

    Hi Nathan,

    I'm very sorry to hear that you have experienced these issues. Could you please send your account details to [email protected] so we can look into this?

    Kind regards,

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  • unhappy

    by Nathan holden at 01:48 on 26 Jun 2015

    I would be very careful before choosing fuel broadband!!!!!

    I was with primus(fuel broadband) in 2013. During which time the broadband was very very bad! It kept cutting off regularly every 2-3 minutes. I contacted the company numerous time to attempt to fix the issue however it was never resolved and I therefore requested for my contract to be cancelled. Despite requesting this it was never done, I have now been contacted by a debt collection company demanding over £400 for a service I have never received! I have since contacted fuel requesting information why my original request was never actuoned and also requested once again for the still existing contract to be terminated however they are ignoring my requests!

    Please be very careful!!!

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  • Fuel Representative

    by Fuel Representative at 09:36 on 23 Jun 2015 | registered | 57 posts

    Hi Mrs Ali,

    I am very sorry to hear that you have encountered this issue. Please could you send your account details to [email protected] so we can look into this?

    Kind regards,
    Shay

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  • unhappy

    by mrs ali at 14:18 on 22 Jun 2015

    Dear Elizabeth


    I am writing to complain about your services provided by you account managers, I am totally disgusted by Lauren, placing me on hold when there was no need for over 20 minutes, and calling me a liar saying i had the router as it was delivered on the 13 June 2015.

    George needs allot more training because he did not know what he was doing.

    I asked to speak to a supervisor several times and was told there is no one available.

    I can't explain how i feel about changing over to yourselves, one of the biggest mistake of my life.

    I wanted my line transferred over to yourselves, because i bought a new business and you were £100 cheaper than Bt per annum, but trust me I would pay more to a company that provides a better service, this logic george and lauren has made me realise.

    so when i made the original request of the broadband and phone line the order was not placed so i rang back and had to place the order once again, I still never received an email to confirm this, so i rang back i was told the line was going to transfer over on the 22nd June 2015, so i awaited my router, and it is the 22nd June 2015 i still don't have a router.

    I rang on Friday 19th June 2015 to enquire where my router was i left about 18 messages for George to call me back, however there was no response, i was constantly transferred over to customer services, they should also be renamed as they could not provide me any customer service.

    finally after the 20th call i got through to George who told me he will send a router out to me next day delivery.

    so thats Saturday but he did not know that whether i will get the router on Monday or Tuesday, he could not guarantee a day, but my line was due to transfer in Monday 22nd June 2015.

    I now cant open my shop as we work in internet orders!!
    so i will have to close down,!!! 😡😡😡😡
    which I'm not happy about,

    i will be speaking to my company insurance company as i will have to close for today.!!!

    i wish i had read the reviews about this company before as i would never have had signed up.

    another big mistake, i will be also posting my personal experience and reviews on several website to stop
    people making the same mistake.

    I am totally disappointed.

    Mrs Ali

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  • happy

    by kevin randall at 14:32 on 29 May 2015

    it makes a change to get good service and good prices and nice to deal with well done keep up the good work

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  • Fuel Representative

    by Fuel Representative at 08:15 on 27 Apr 2015 | registered | 57 posts

    Hi David,

    Has your issue been resolved since you called in? :)

    Kind regards,
    Shay

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  • neutral

    by david at 12:09 on 9 Mar 2015 | registered | 33 posts

    I contacted this company on Saturday. Basically, when they asked whether I minded the call be recorded, and I replied 'if I have the choice then no I dont want the call recorded' The phone was put down on me. Sounds like they have a problem with privacy.

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  • neutral

    by david at 11:56 on 9 Mar 2015 | registered | 33 posts

    I contacted this company on Saturday. Basically, when they asked whether I minded the call be recorded, and I replied 'if I have the choice then no I dont want the call recorded' The phone was put down on me. Sounds like they have a problem with privacy.

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  • Fuel Representative

    by Fuel Representative at 11:26 on 4 Mar 2015 | registered | 57 posts

    Hi Jen,

    I'm very sorry to hear you feel this way. Could you please confirm whether this issue has been resolved now or not?

    Kind regards,
    Shay

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  • unhappy

    by Jen at 11:36 on 19 Feb 2015

    Wouldn't recommend. 2 weeks of delays and customer service team don't seem to have any idea whats going on. No report and can't tell me why there has been a delay. At least they are pleasant enough on the phone but clueless!

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  • happy

    by Peter at 22:42 on 17 Feb 2015

    Best deal around and works great

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  • neutral

    by Ashley at 12:07 on 10 Oct 2014

    Fuel broadband sames decent enough for the price that they are wanting.

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  • Fuel Representative

    by Fuel Representative at 17:24 on 31 Jul 2014 | registered | 57 posts

    Hi C.Hawken,

    I can confirm that you should now have a reply to your email.

    Kind regards,

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  • Fuel Representative

    by Fuel Representative at 15:11 on 29 Jul 2014 | registered | 57 posts

    Hi Paolo,

    I'm sorry to hear that you have been experiencing issues with your line. If you would like us to look into these issues, please send your account details to [email protected]

    Kind regards,

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  • neutral

    by hectorroxy,(C.Hawken) at 00:53 on 29 Jul 2014

    Hi Ian,Moaning minnies,!!! Primus tried to bill me for £86.00, I indemnified it. Then the tried to bill me foor,wait for it,........£917.00, they bounced this DD, back and forth $, yes$, times incurring me £60.00 bank charges, and then, when I first signed up with them I had a limited packagage, of £17.00, after the 2nd month,I got DD'ed £35.00, not vey economic,So I says I'll go unlimited, which Im did, that was 9months ago,one snag,alto I was informed of unlimited package, they didn't book me it,Hence the£86.00 bill, I got in touch with this pages on-line team, who finally got their finger out,and it transpires,I've been £76.00, in credit ALL THE TIME!, despite this, I was cut off TWICE!!, I informed the on-line team that my phone wasn't working, £ weeks ago,I even got an e-mail this:
    Hi Clinton,

    I apologise sincerely for this. I can see from the notes in your account that you are now in credit and I have requested that the suspension on the line be lifted.

    When we require yourself to set up a direct debit again, you should be contacted with the information that your bill has not yet been paid. We would then need you to contact us to reset the direct debit.

    Kind regards,
    Shay
    Guess what my phone is still off line, Moaning minnies,I could happily detonate them, So shay, before you give the glib, "" ..we value your custom bulldung, how about actually doing your job,your firm sets a new low and fails to reach it, the only reason I haven't sued you yet is I'm to busy, BTW, I requested your formal complaint process which is required by you to satisfy Ofcom, and you haven't replied to that, Joke,repeated, a little boy when asked what he'd like for Xmas,..he replied," a cowboy outfit",...so his dad bought him Primus...useless

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  • Fuel Representative

    by Fuel Representative at 11:46 on 26 Jul 2014 | registered | 57 posts

    Hi Ian,

    I'm very glad to hear that you are enjoying your services! If you are ever to experience any issues in the future, please do not hesitate to contact us.

    Kind regards,
    Shay

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  • Fuel Representative

    by Fuel Representative at 11:42 on 26 Jul 2014 | registered | 57 posts

    Hi Mark,

    I'm sorry to hear that you are experiencing some issues. if you would like these to be looked into, please send your account details to [email protected]

    Kind regards,

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  • neutral

    by Paolo at 16:20 on 25 Jul 2014

    I paid you for a phone and broadband service. It was okay for a while - reasonable speed where I am (3Mb). After 3 months, my next door neighbour had a line installed by BT. BT or Openreach used my line in order to satisfy my neighbours order. This was done by them without any authorisation by me or Primus. I believe it is called "Slamming".
    I called Primus many many times in order to get to a resolution. Each time I called, I had to wait in a queue between 15 minutes and 35 minutes in order to speak to someone. In between I was spending a lot of time writing emails too. All that Primus did was compound my anger and bad feelings of their organisation. Making promises to do things, call back, etc. But it took weeks of calling to get my line back. My speed has reduced to 2MB. I must have spent the equivalent of a working week on phone calls alone. My service agreement was made with Primus (Newcall) however when I asjked them about compensation for my lost time, grief and loss of service, all they could suggest was to contact Openreach directly. This is despicable !! Primus are a disgusting (dis)organisation. Full of lies.
    I am currently preparing an information page (.info) in order to warn potential Primus customers of the problems they will face if they have problems.
    When something went wrong and I first called you, I would have much preferred you to have been really honest with me. Perhaps saying something like.... "Dear Mr. Puddu, We ain't gonna sort this out. Better to pack in your service and go elsewhere!" That would have been more helpful.

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  • neutral

    by Ian at 14:34 on 24 Jul 2014 | registered | 12 posts

    Cannot believe the moaning minnies in here. Mark asks for installation involving an engineer then goes off on holiday for a week and THEN complains about a router being left on his doorstep - get a life!

    Two years on-line no problems fast broadband cheap international calls even - great service

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  • unhappy

    by Mark at 17:41 on 22 Jul 2014

    Hiya. I left wrong email. The abovementioned one is the correct one. That Primus Saver know and have as they have had several. Wrong email in complaint but same sentiment. Terrible company and customer services a joke.
    old style pushy and lie about service and prices to get your business. As mentioned.Have not resolved or even attempted to. Still not collected Router, requested last month.As stated before no engineer as per agreement, and dead phone line. So Router never going to work. Customer services, take forever and never resolve the problem and very rudely especially as they know you are phoning from a mobile, do not call you back as promised.
    You have wasted my time, patience and made me lose my trust in small companies. I have what I had a month ago No Broadband. No I tell a lie I have a bill from yourselves, for no service and its way more than that stated and written on application form by salesperson. You should pay me for all the calls I made to you, probable £10 plus.
    Shameful way to try to conduct business.477

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  • unhappy

    by Mark at 16:28 on 22 Jul 2014 | registered | 1 post

    (New Call) Primus Saver. I would advise you not to use this company ever. Their sales person lies or the company lies.
    I was told and have it in writing that free installation and free engineer, and free phone socket as mine is several years old (was BT phone socket that never had any problems) engineer date to be set up by post..No letter or appointment by phone for engineer and instalment.Router box left at door when I was away for a week, for any one to take! They have several phone numbers but no one to answer them quickly usually about 10 minutes, Router box never worked, called about a dozen times, they promised to check and call me back and they did not, as phone line still dead I had to use my mobile at 14 ppm. Only one professional person actually called me back one day from the Technical dept. I tried calling them for around 4 days, no one could help. I also Emailed them several times, I eventually got a reply a day or two later. Sent other emails, no reply. I informed them to collect their Router, if they want it, as they have brocken their contract.They have also sent a bill for a lot more than the agreed amount. Adding insult to injury. Do not use this company. I want a free postage sticker to return Router or they can uplift it.
    I think trading standards should also be informed.
    This is about a month now..
    Elizabeth McGuiness (contact centre manager) and Primus Saver should be ashamed of themselves

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  • Fuel Representative

    by Fuel Representative at 12:54 on 21 Jul 2014 | registered | 57 posts

    Hi Steve H,

    I'm sorry you feel this way about our service.

    At NewCall Telecom we pride ourselves on providing the best Customer Services available.

    Please can you email me your account details or full address including postcode to [email protected] so I can have a look at exactly what went wrong during your signup process and make sure this does not happen again?


    Kind regards,
    Jordan

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  • neutral

    by steve h at 12:18 on 18 Jul 2014

    Signed up for money supermarket deal for £12.50 line rental, they changed it to £13.99 the same day when contacted told me it was my fault and to sort it out with money supermarket asked to cancel was told i couldn't and would have to pay for the full 18 month contract after numerous phone calls and emails got contract terminated by quoting the 14 day cooling off period.
    some staff at customer services talk to you like you are a idiot and use bullying tactics, anyway glad to have terminated the contract and will avoid primus or any company associated with them in future not a good experience and now would rather pay extra and use a reputable supplier. Beware of this company's customer service tactics

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  • Fuel Representative

    by Fuel Representative at 11:18 on 12 Jul 2014 | registered | 57 posts

    Hi Nigel,

    Is there an issue I could help you with?

    Kind regards,
    Shay

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  • unhappy

    by nigel at 13:56 on 8 Jul 2014

    DO NOT TOUCH TERRIBLE SERVICE ALL ROUND AND CHARGE FOR THINGS NOT DONE..ROUTER IS USELESS AS WELL

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  • Fuel Representative

    by Fuel Representative at 09:35 on 1 Jul 2014 | registered | 57 posts

    Hi Chantelle, Patrick, Matt, Carolyn, Pippa, Cassie and C.Hawken,

    We are very sorry to hear that you are not fully satisfied with the services provided. If your issues are still unresolved and you would like them to be looked into, please send your account details (or full address including postcode) via email to [email protected]

    Kind regards,

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  • unhappy

    by hectorroxy,(C.hawken) at 15:54 on 19 Jun 2014

    +I refer to my last e-mail, my phone line IS STILL NOT WORKING!
    I would remind you, that our contract states that YOU will supply me with access to a land line, no matter HOW much I use it.
    Last night I lost my mobile in the house, I went to phone my Mobile line, and the line was off, I'm fed up with your cavalier atitude and disrespect of your customers, I'm going to contact the CEO, of your company to let him know, what type of staff he has working for him.
    Your firm needs s kick up the back side, get my land line working, this is the second e-mail I sent you, in total I have now spent THIRTEEN HOURS, nursing your company through your work practises.
    I don't want to sue you, cos I have better things to do.
    Quite simply, you are making me even more angry, then I get bloody minded, this is your last chance to correct YOUR errors, then I will go to Broad band Genie, gather up other disgruntled "customers", (victims), and initiate a class action against your moronic firm, this will hit you in the wallet,AND you will get a CCJ, you won't pay, so we can send the bailiffs in,
    I won't get mad at you,I'll get even
    yours in disgust
    Clinton Hawken LL.B (LAW)
    ps this is going on Broad Band Genie, so your incompetance is further made public


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  • unhappy

    by hectorroxy,(C.Hawken) at 23:38 on 18 Jun 2014

    Dear Matt, Yes we can do a class action, I discussed it with some legal mates over a drink, Promarily focussing on the billing dept. We are NOT lending institutions, and therefore entitled to claim stat interest rates. If we get just 10, claimants, PLUS our expenses,eg: taxi cab to and from Court, plus £5.00 per every hour,(this is now enshrined in precedant, from a Court Case), where if a firm waste your time , by not perfoming it's contract properly, you may charge £5.00 per hour!, Primus, have so far wasted 12.5 hours of my life...(so far), they owe me £62.50!! What really got MY blood up is the letter I got from them,(after, MANY warnings), Is that my phone line is cut off!! but not the broadband. I have pasted their reply, but they still get it wrong.
    So the next thing is to inform Head Office, which they wont give! and let THEM knpow , what a shower of idiots they employ, and see what Anne Robinson of Watchdog fame, has to say about these morons...
    Dear Mr Hawken,

    Please accept our sincere apologies for the inconvenience you have experienced in respect to your services with NewCall.

    At NewCall, we take pride in ensuring our customer’s satisfaction. Unfortunately, we did not meet your expectations.
    Looking at the bill you have mentioned, I can confirm that this should not have been charged as your package was supposed to be amended to the unlimited broadband allowance. I can confirm that this has now been amended to the correct unlimited broadband allowance and you should not receive any excess broadband usage charges. The incorrect charges you have received for the excess usage in March and April have been credited back onto your account.

    This can be seen on your new June statement. As the broadband charges have been backdated there is a further credit of £ 98.15 ex VAT and the corrected backdated charges of £27.18 ex VAT for broadband. This leaves your account in credit of £ 72.35.

    We deeply value your relationship with NewCall and are committed to providing all our customers with the highest level of service simply because our customers deserve the very best.

    I apologise for any inconvenience this may have caused and hope that your dealings with NewCall in the future are as easy and high quality as we aim to provide to all of our customers.

    Many thanks,
    Jo

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  • unhappy

    by cassie at 20:04 on 18 Jun 2014

    This has got to be the worst company I've ever had to deal with EVER!

    According to Primus Promotional Offer on http://www.primussaver.co.uk £15 off your first bill (It’s still being advertised now). My 1st bill arrived NO £15 CREDIT. I sent them an email and their reply was…

    "Thank you for your email, as you are aware we are the correspondence department, we handle our customers queries via email. If you require to speak with an agent please call 0800 036 3839. I can also confirm a credit of £15 has been raised to be placed onto your account”

    On the due date, Primus deducted the full amount (without applying £15 credit) which as a result caused my account to be in overdraft.

    I then contacted their customer service and not only was she being rude, but I was told I did not qualify for a call back and that they are not responsible for any of this.

    Well PRIMUS YOU ARE RESPONSIBLE FOR THIS. YOUR ADVERT STATED £15 OFF YOUR 1ST BILL, NOT 2ND, 3RD OR 4TH.

    SORT THIS OUT PRIMUS!!!!!!!!!!!!!!!!!!!!

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  • unhappy

    by pippa at 15:56 on 18 Jun 2014

    here we go again!!!TOLD YOU I WOULD BE BACK !!! now i have been informed today that i owe them a bill for March 14???????? strange they never mentioned this before now however i have just checked with my bank and all payments have gone thru to New Call. I called them and they requested statements sending to them confirming this! ok. this has cost me £30 even though i have paid my bills, Are they going to give me this back plus the delivery postal charges of a signed for letter?? I am a pensioner on a state pension only !! i get very little as it is, they know this, long story !!!!!!.............. It seems they have to raise their ugly head every so often to cause a little more stress don't they....... Perhaps if the morons taking the payments which i do over the phone collected and filed the correct payment info their records would be straight,,, i even checked my account payment summary and they have got that wrong how can they miss payments that the bank can verify them receiving????????????? Sick to death of these, inconsiderate, rude ( yes one chap spoke to me like i was something he had stepped in !!! ) when i tried to tell him i had made the payments..... what a pity he was not standing in front of me at that point!! I would have certainly put that little boy in his place make no mistake, like i said before i may be a pensioner but I am neither senile, or have demetia, and can still stand up for myself when the need arises.. so lets see what transpires THIS TIME NEW CALL.....OH I HAVE MISSED YOU !!!!!!!!!!!!!



    Roll on when the contract is up thats all i can say.........

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