A work in progress
Their app is far too immature for a company that intends it to become the main way customers interact with them. The usability is poor, and even basic tasks can be unnecessarily complicated. For example, finding your meter readings is much more difficult than it should be.
There is also no option for customers to download copies of their chat transcripts directly from the app, although their customer support have made me a vague promise me that they are “exploring the introduction of a transcript download feature for customers in a future update”. The chats are not even timestamped within the app, which makes it difficult to keep track of conversations or refer back to them accurately.
I have just taken photos of my meters and cropped them to submit just the numbers but because they were cropped the app could not handle them (could not zoom out enough to cover the entire reading). I won’t do that again but don’t think the app should constrict you in that way especially when I was trying to be helpful.
Their chatbot is baffling. Today it wrongly advised on two things: where to find the meter readings and whether my gas meter had been accepted. When challenged it admitted its mistakes, but it should not have been wrong in the first place.
Overall, the app feels very much like a work in progress rather than a mature customer-service platform. If the company expects customers to rely on it as their primary means of interaction, there is still a considerable amount of work to be done.
There is also no option for customers to download copies of their chat transcripts directly from the app, although their customer support have made me a vague promise me that they are “exploring the introduction of a transcript download feature for customers in a future update”. The chats are not even timestamped within the app, which makes it difficult to keep track of conversations or refer back to them accurately.
I have just taken photos of my meters and cropped them to submit just the numbers but because they were cropped the app could not handle them (could not zoom out enough to cover the entire reading). I won’t do that again but don’t think the app should constrict you in that way especially when I was trying to be helpful.
Their chatbot is baffling. Today it wrongly advised on two things: where to find the meter readings and whether my gas meter had been accepted. When challenged it admitted its mistakes, but it should not have been wrong in the first place.
Overall, the app feels very much like a work in progress rather than a mature customer-service platform. If the company expects customers to rely on it as their primary means of interaction, there is still a considerable amount of work to be done.
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Response from developer
Hey there, we're sorry to hear about your experience. There will be a way to export your chats within a chat to our AI in the coming months, apologies for the vague response here. You can view timestamps of messages by tapping on each of them, but I've given this feedback to the team and we'll try and make this more intuitive. I've also noted the feedback about your meter reading. We are rolling out a lot of new in app features over the next few months, so please do continue to provide us feedback via chat or email. Thanks for your patience!
Simply Superb
I just love the fact that I pay for what I use each month rather than racking up a balance with benefits the supplier!
I have had more sense out of chats with the Bot than I EVER had with real people.
Highly recommended.
I have had more sense out of chats with the Bot than I EVER had with real people.
Highly recommended.
App seems spot on
Ive just completed my export switch to Fuse using the app and i found it very easy to use. Any questions i had were comprehensively answered in chat very quickly
Very impressive service
Cannot fault this company so far. The app and messaging on the app are so good. Instant reliable responses. Engineers prompt and respectful. First time my home display and smart meter has worked in 4yrs.
Great app and great support
The app is fantastic, very easy to use and very easy to see what is what and how much everything costs. The support has been fantastic and sort everything out straight away! Recently had an issue with my meter and Victoria helped me and had it sorted the same day which is great! Would recommend to anyone
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New user
Having just joined Fuse, I find the App extremely helpful.
I asked the AI chat (AI being very helpful in an App for once!) a couple of questions about changing to take advantage of cheaper overnight tariffs and it came back with facts and figures. Pretty much all I needed to know.
A couple of key taps later and AI changed my tariff, no hassle,effective the next day, I noticed the tariff change on the smart meter the following morning, which also has a countdown of minutes left on the cheaper tariff which I thought very helpful! I had already run the washing machine in the early hours to take advantage of the cheaper rate, reflected on my smart meter in the morning. It was already much cheaper than average overnight costs, and had the bonus of running the washing machine. Happy days!
The switch to the initial tariff and then the change to overnight tariff were both very swift and smooth. Highly recommended!
I asked the AI chat (AI being very helpful in an App for once!) a couple of questions about changing to take advantage of cheaper overnight tariffs and it came back with facts and figures. Pretty much all I needed to know.
A couple of key taps later and AI changed my tariff, no hassle,effective the next day, I noticed the tariff change on the smart meter the following morning, which also has a countdown of minutes left on the cheaper tariff which I thought very helpful! I had already run the washing machine in the early hours to take advantage of the cheaper rate, reflected on my smart meter in the morning. It was already much cheaper than average overnight costs, and had the bonus of running the washing machine. Happy days!
The switch to the initial tariff and then the change to overnight tariff were both very swift and smooth. Highly recommended!
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App won’t open following update
After the most recent update the app won’t open. Phone has been restarted to be sure.
iPhone 17 on iOS 27
iPhone 17 on iOS 27
Keep up the good work
Just switched to Fuse as they were more competitive than my previous supplier. Customer Service, although remote, has been very good. Prompt, concise and helpful
Hassle free switching.
I switched to Fuse Energy and the switch has been very smooth. On the day of the switch with their App I uploaded the smart meters readings for my SMETs 1 smart electricity and gas. Since then the readings have been picked up automatically and I have the variable direct debt set up for just the energy bill use. Perfect service thank you Fuse.
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Great
Had an issue I needed resolving and Harriet was great on the online chat. Answered all my questions and got it sorted. No complaints here
Problem Solved
Dealt with my query very quickly and to my satisfaction. Well done guys!
Detailed Help.
Superb help after wrongly clicking a change tariff tab when I didn’t want to do that. The detailed instructions on how to cancel it were easy to follow, even for me! The helper bot’s patience was very appreciated.
Overcharged by my, previous supplier
Joshua H sorted out the problem I had with my previous supplier who had incorrectly charged me too much for my electricity. This is the second time I have used the chat bot and have had my query resolved. The good thing is that they introduce a human to sort out any problem that the chat bot cannot. I am impressed so far.
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Customer Service
Christian gave great customer service and quickly resolved an issue.
Customer service
Great customer service
Great service
Mohammad called me last week while I was driving so promised he’d call me back and he did exactly that. Sorted out my meter issues and was really helpful! Great service!!
Good CS so far
Kailash really helped me today and put my mind at ease, Fuse loses a star as they have no phone number or clear escalation point but so far the support I’ve received has been fast and very good via chat or email
Recently switched
So happy I’m now with Fuse energy -changeover was seamless , communication is 5/5 . Today just set up mini reader & took me through messages guiding through process without any issues at all .. set up in less than 10 mins - can’t say that for the last energy company, Octopus were an absolute disaster
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Good customer service
I spoke to Dawda who helped me with a complicated issue where my gas and electric were registered to the wrong address. Very helpful.
Electric reading
Dashen from Fuse was very helpful in sorting out my initial electric reading.
