I don’t normally write reviews but I wanted to say that the customer service for Fuse is really excellent; the best I’ve experience from any company I’ve had to interact with. Recently Palak helped me schedule a meter replacement at short notice. Also had great service from other agents such as Bella, Archie and Chloe. I want to name them specifically because I hope they can be rewarded for their good work. Normally contacting customer service is stressful in and of itself, but the Fuse team is very polite and friendly. I’m not sure what their hours are because they seem to respond quickly at any time of day when I message through the app. I should add that the issues I’ve been having are not the fault of Fuse but they are nevertheless very helpful in getting my problem resolved. The app is also good, and useful to keep on top of bills and usage but it’s the customer service that has really impressed me. I will be recommending Fuse to friends and family!

Happy new customerI have recent switched to Fuse Energy. I had some queries regarding my rate and so far so good. I am watching my smart reader every day and for the first time in the longest time I am not routinely seeing RED over budget. It’s early days granted but so far so good and I feel hopeful that this switch with prove beneficial at such a challenging financial time. I have had the pleasure of dealing with Arun through the chat function, and he has been fantastic, swift to reply and seems genuinely interested in providing help and support. Not to mention it’s almost a strange feeling getting to speak with an actual human being. I feel full of hope for a nice relationship with my energy provider and this interaction has been integral to building this feeling of Trust ! Thank you, Arun and the team at Fuse Energy !

I had an excellent experience with Ewan in the online chat we just had today. He was patient, thorough, and answered all my questions. He pulled together my latest bill and addressed all my Fuse Energy queries efficiently.I appreciate that Fuse Energy uses real people rather than relying heavily on bots. Someone is typically available within minutes of accessing the chat facility, which is impressive. The only improvement I'd suggest would be adding telephone support as an option.However, I'm disappointed with the overall outcome. I was misled by Uswitch regarding a fixed monthly bill amount versus a fixed energy unit rate. Despite showing Fuse Energy the verification email I received, they wouldn't honour the terms I believed I'd agreed to. This has been frustrating, as I'd hoped switching from my previous supplier would be a positive experience.The fixed monthly amount arrangement is important to me for budgeting and financial planning, particularly during the current cost-of-living crisis. Unfortunately, without this option, I'll need to find an alternative supplier that better suits my needs.While Ewan deserves 5 stars for his outstanding personal service, I can only give Fuse Energy 2 stars overall due to this billing issue. It's disappointing that what seemed like a promising switch has ultimately felt like wasted effort of my time. As we know, it takes time to scour all the best deals to pay less during these extremely high energy cost times.

Opted for the faster switching option and the whole process completed in just three days, even though I initiated the switch on a Saturday. The Fuse app is excellent: fast, clean, and the AI chat responds instantly while knowing exactly when to escalate to a human. I only needed support to clarify a meter‑reading photo I had uploaded (my mistake), and the issue was resolved within minutes with a human double‑checking the response. The chat feature is useful to answer any questions that I had. The usage graphs are brilliant and easily good enough to make the in‑home display unnecessary. And for once, even my IHD is showing the correct unit rates and standing charges, which is more than my previous supplier ever managed. A modern, smooth, and customer‑friendly experience