Fuse Installations Limited

I changed to Fuse Energy from Octopus and honestly cannot be more satisfied with the service. Shortly after changing over, my smart gas meter packed up. The chat function on the app is easy to use and I was very quickly in contact with a member of customer service - a proper conversation with a real person as opposed to AI. They quickly made an appointment for an engineer to visit and both my gas and electricity meters have been changed. Both working fine now. My communication today with Sara, in order to sort out a new In Home Display has been handled excellently and very efficiently. I cannot fault her professionalism. The order has gone in and I'm awaiting delivery of the item. Their prices are competitive which is what caused me to swap providers in the first place. Fuse energy comes highly reccomended.

Always make sure to immediately confirm initial readings and take photos of meters. Fuse made up my initial reading (even though was showing photo of correct reading on app) and sent it to previous supplier, therefore affecting my refund. They then sent another incorrect one. It has taken about 3 weeks, many emails and several chat and phone conversations to sort this out. Hopeless.

If I could give zero Stars I would, from the start they said they would connect to my smart meter once I switch to them. This did not happen. I signed up to a fixed rate however they put me on a variable rate, 2 weeks later they still hadn't started the problem even though meter readings had been taken, I decided to leave. They did waver the exit fee as it was their fault, I paid up to date then I received a bill 5 weeks later. Even though I was up to date I paid this bill, Just to get rid of the company as it was only just short of £10, to my shock 5 Weeks later or so almost 2 and 1/2 months after leaving the company they send me another bill this time for just over £10 and could not find that I had paid the previous bill even though I'd been left the company 5 weeks at that point. So again 2 and 1/2 months later still receiving bills even though the supply had been switched to a much better company, I proved to them with a screenshot from my bank account. The money being paid to fuse energy supply on the date that the tickets was provided, all you get from them is apology after apology, from different customer service staff that is no number. No direct contact other than through live chat which is not live as it takes hours for them to reply, if I was you I would stay away from this company. It has three stars out of five for a reason. Mainly their customer service and their billing issues with supply. Just as an update, I received another statements for the exact same figure as the previous bill. Even though it had been paid, I questioned this and if I hadn't had the date and which bank it came from, it would have continued to charge me. I prove this and the bill was corrected. However, you would think that such a company would have something in place knowing full well that bills had been paid on time and not demanding payment when payment had ready be made.

They’re ok. I’ve renewed my membership and since December 2025 I’m on Single Rate Fixed (13m) v5. I live in a small cottage alone and it sits empty most of the week as I work in London. I average £45 a month in electricity usage. They ask for meter readings on the first day of each month but I have got into the habit of sending regular readings over each month to ensure accuracy in usage and what I owe each month.

Ephraim put himself out 100% to ensure i was satisfied with the tariff I needed. All communication with Fuse Energy has been brilliant... better than companies i have dealt with that offer phone support. Response time to emails is quick and saves endless hours on the phone selecting departments then endless waiting to speak to someone!... glad I chose Fuse!!