Fuse Energy & OFTM Reviews please ⚡️

brewerdave

Russ66 said:

Tafrock said:

I queried with octopus late last night why my final gas bill hadn't been produced even though my electricity had and my gas smart meter was sending readings. To my surprise they responded (it was well after 10pm) but they blamed fuse for not sending opening gas reading. I asked if I should chase fuse up about this. Octopus said it may help. So I used chat on fuse app at 11pm last night. After answering a few bot questions to my surprise a human answered me. She said octopus have had the reading, allow up to 2 weeks and chase it again. So no problem at all with fuse customer service 

Had my final Octopus gas bill today stating account closure, I switched out to Fuse on 20/08/25.

As for my credit refund; "We will make a payment by 15th September 2025, and it'll take up to 10 working days to get to your bank account"

Seems they take your cash a lot quicker than they return it. 

I switched from EDF to Fuse on 22nd August - similarly, as above ,nothing on my EDF account re final gas statement altho' I have received an electricity statement from EDF up to 21st.
Seems crazy to me that with so many customers now having (working) smart meters, that it takes so long for the losing supplier to issue finalised statements and return any credit due.

tlcgrantham

       Received my final Gas bill today from Octopus also promising payment within 10 days of the15th September of my credit balance. 

      This is a big lmprovement on when I switched Electricity to Tomato last October and only got an inflated estimated bill overcharging me by £30. It took 6 months before I got a credit of £30 for overcharging and £75 compensation.
       Ironically £62.00 represents the credit for this still on my account. I’m hoping for better from Fuse when my 1st bill arrives in the next few days and Tomato as well with  my Final bill from them.

batemansxxxb

Problem with Fuse Energy app this morning, either timed out, running slow or loaded as a black screen, then logs me out, when attempting to log in with mobile number or email it’s just too slow & won’t accept the code, I’ve emailed them, but don’t know how long they take to respond, in the meantime I can’t submit a meter reading & I’m beginning to think I made a missed switching to an outfit with no telephone support 

grimsalve

Area88 said:

Fuse Energy have no phone based customer service and if you look at Trust Pilot quite a few people complain about this. This is why they can offer lower costs in my opinion. You are sacrificing good customer service at Octopus for a barebones service. 

I was a bit wary about Fuse at first but I was with Octopus for over six years and never phoned them once. If I had any problems or questions then I'd just use their email service and they would usually respond after a day or two so Fuse are a bit quicker in this respect.

Tafrock

Yeah I notice the fuse app is slow or non responsive today and the website won't allow logins via phone or email (internal server error). It's not a deal breaker for me. IT issues are part of life nowadays. Probably down to huge influx if customers and being bill day. It will get sorted 

SJMALBA

batemansxxxb said:

Problem with Fuse Energy app this morning, either timed out, running slow or loaded as a black screen, then logs me out, when attempting to log in with mobile number or email it’s just too slow & won’t accept the code, I’ve emailed them, but don’t know how long they take to respond, in the meantime I can’t submit a meter reading & I’m beginning to think I made a missed switching to an outfit with no telephone support 

Switched to Fuse today for gas - smart meter not connected yet, but asking for a meter read; the submit meter option read asks for a photo, but I don't have a smart phone.

Contacted them by online chat, took about 10 mins until someone was free, and submitted it manually to them.

The site did seem to be a bit slow (circa 08:30) - maybe it's got worse/busier since?

EDIT: Just tried to log in, and got an 'internal server error' message...

mr_accountant

App working now 

SJMALBA

mr_accountant said:

App working now 

The website log in still not working for me...

EDIT: Working again @ 13:15

sallysaver

[Quoted post removed by Forum Team]

I started to change suppliers at the end of July, Octopus to Fuse.  Fuse were absolutely first class doing the changeover.  They required & received photographic evidence of both gas & electric meter readings.  Fast forward to the.middle of August when the final bill arrived from Octopus (electricity only for some reason). This left me circa £150 in credit so I requested the return of my money which arrived in my bank some 10 days later.  Last week the gas bill arrived, which meant I owed them money.  No problem BUT the final reading I had given them (obviously the same  reading had gone to Fuse to open the account) was incorrect.  Octopus are blaming Fuse.  Today, without any problem with the app, my meter readings (photographs) have gone to Fuse.  They have been acknowledged and my Bill will be issued tomorrow.  It will be interesting  to see what they do have for my opening readings.

debitcardmayhem

Referrals against site rules @WX_Enthusiast