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frequently asked questions

broadband FAQs

  • I already have broadband; how do I switch to you?
    All you need to do is pick one of our packages and sign up! We’ll contact your current provider and sort out the switch for you.
  • How fast will my broadband be?
    Your broadband speed will depend on the package you choose, we offer packages with up to 24mbps and 80mbps with 80mbps being the faster of the two.
  • Will I need a new router?
    We strongly recommend taking one of the routers we supply as it will definitely be compatible with your new broadband. This comes pre-configured two days before transfer. Simply swap with your old router.
  • What packages are available in my area?
    To find out what packages are available in your area, just visit our broadband page and enter your telephone number and postcode into the “broadband in your area” section.
  • How long will it take to set up?
    If you're new to broadband your service should be up and running after 5-10 working days. If you're transferring your service from another provider there's a 10 working-day minimum period and you'll be able to choose a setup date if you wish. We'll email you as soon as possible to confirm the date your service will start. Once you've been notified your service is live, setting up your router takes just a few minutes depending on your set up.
  • Do I need an engineer?
    Switching from standard ADSL to fibre does require an engineer visit, your engineer appointment will be detailed in your welcome email, this date can be changed to your suiting.
  • How much does activation cost?
    As we do not perform any credit checks, we ask for the first month to be taken in advance via a debit or credit card payment. If you cancel your order within 10 days, this amount will be refunded to the card provided.

mobile FAQs

  • How do I keep my current mobile number?
    Before we can switch your number, we'll need your PAC code (Porting Authorisation Code). This is a code made up of three letters and six numbers. You can get this from your current provider and it will be valid for 30 days. We recommend you do this as soon as possible so that you have your PAC code ready for when you activate your new SIM.
  • How do I activate my SIM?
    Just head online to activate.
  • Do I need to unlock my phone before using my new SIM?
    This depends, if you’re with O2 you can go straight ahead and use your Fuel SIM. If not, you may have to unlock your phone.
  • How do I know if my phone is locked?
    The easiest way to test out if your phone is locked is to try using an activated Fuel SIM. If you’re able to get a signal then your phone is unlocked. If no signal appears then it means your phone is locked to a different network, most likely your current one. To unlock your phone, contact the network your phone is locked to. They will inform you of how long it will take.
  • Do I need a PAC code?
    Yes, you will need a PAC code (Porting Authorisation Code) in order to keep your current number when you switch to Fuel. You can get this from your current provider and it will be valid for 30 days. If you are not looking to keep your number there is no need to request a PAC code.
  • What do I do if I’ve used all my data?
    Run out of data? Not a problem! If you run out of data you can purchase more by talking to our team via the live chat.
  • Can I use my phone abroad?
    Yes, you can use your Fuel SIM abroad. All of our Fuel tariffs include EU roaming so you have that covered. Inclusive minutes can be used whilst roaming in the EU to call a fixed or mobile number registered in a country within the EU or back to the UK. If you are travelling outside of the EU please get in contact with our team via our live chat to select an add-on so there are nasty surprises on your bill.
  • Will I be charged for making premium rate calls?
    Yes, premium rate calls are not included within your inclusive minutes. Inclusive minutes can be used to call UK landlines starting 01, 02, 03, UK mobiles, GSM WAP and O2 Group Conferencing, subject to fair usage of 10,000.

    09 premium numbers are not included within your inclusive minutes, to activate this additional service please contact us.
  • How long does it take for my number to transfer?
    On the day of transfer, your current sim will lose signal. When this happens, put your new Fuel SIM in your phone. If you don't have any Fuel signal, switch your phone off and on every couple of hours until you get signal. The transfer typically takes between two to three hours from point of activation; sometimes it might take until the end of the day.

    If your number hasn't transferred over by midnight on the day of transfer, please get in touch with us via web chat.
  • Lost or stolen phone
    Have you lost your phone or tablet? Don't panic - contact us today.

    - We can block your lost device so it will be unusable on our network.
    - We can send you another SIM card (Free of Charge)
    - If you are reporting your device lost or stolen after 20:00, please contact us on 0800 931 961

general FAQs

  • What is Fuel?
    Fuel is the next generation in sim cards and broadband, challenging convention and championing the underdog. We offer an alternative relationship between provider and consumer.

    You’ll see “not just a sim” and “not just a router” across all of our branding, this is because from the offset it has been our aim to go beyond the norms within industry. Mobile and broadband have played such a significant role in lifestyle and culture, and yet the big providers play little to no part in championing these very things.

    Fuel was founded on the idea that we, as a provider should immerse ourselves within culture and lifestyle, champion those who do and celebrate all the world has to offer. That’s why you will find us supporting “up and coming” artists, sharing the lives and stories of our Fuel ambassadors and collaborating with brands that share our values.

    All in all, we are Fuel, your culture connection.
  • How can I get in touch with Fuel?
    To get in touch with Fuel, you can go straight to our live chat here, give us a call on 08000 931 961 or head over to our Twitter for 24/7 customer support.
  • How do I change/reset my password?
    We understand how annoying it is to forget your password, so here’s how to get help resetting yours. Head to the Fuel login page and click the ‘Forgotten Password’ link. Enter your email address and we’ll send you all the instructions you’ll need.
  • How do I upgrade my SIM if I purchased a bundle??
    It’s simple, just get in contact! We do recommend that you upgrade at the start of your billing period.
  • How do I leave Fuel?
    We’re sad to hear you want to go if there’s anything you think we can do to change your mind then be sure to get in touch and we’ll do everything we can.

    To leave your plan, you will need to get in contact. If you are still in contract, you will need to pay the remainder of your contract fee.

contact fuel

Are your questions not answered? Try one of these methods.

live chat

Speak to our team

phone number

08000 931 961

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