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Post Office Completes Acquisition of Troubled UK ISP Fuel Broadband

Wednesday, August 2nd, 2017 (10:14 am) - Score 2,940

The Post Office’s telecoms division has today announced that they’ve completed the acquisition of Fuel Broadband from previous owner New Call Telecom. Apparently the “seamless” migration progress concluded yesterday and 60,000 customers have now been moved.

The first signs of trouble started to show themselves during the Spring after Fuel Broadband removed the ability for new customers to order their broadband and phone packages. Shortly after that existing subscribers began contacting ISPreview.co.uk (June 2017) to say that they’d been told the service was shutting down (here), which was later followed by a pledge to migrate their customer base to the Post Office.

Both providers base their networks off a wholesale solution provided by TalkTalk, which meant that the switch was quite straightforward. However we have received reports that a few customers suffered lengthy downtime during the move and many have been unhappy at having to sign-up to a new 18 month contract, which they claim often ended up costing more than they were paying before.

At the time New Call Telecom described the shock announcement as “exciting news” and they added that there was “plenty to look forward to“, which is a bit like Donald Trump (President of the USA) claiming to have had a “great day” at the office when exactly the opposite is true.

Meredith Sharples, Director of Telecoms at Post Office, told ISPreview.co.uk:

“We are delighted to welcome more than 60,000 new customers to the Post Office, where they can now benefit from our great service at a highly competitive prices. The acquisition demonstrates our commitment to further growth in the telecoms business.

With our unique insight and understanding of UK consumers, we have been able to build a strong and relevant telecoms offer; including high speed unlimited fibre products offering speeds of up to 76Mbps [FTTC] and voice only home phone all at great prices.

Using the trusted Post Office brand as a strong foundation, we look forward to fulfilling our growth strategy and seeing our telecoms business go from strength to strength in the years to come.”

Customers can now access a choice of packages from the Post Office, such as their unlimited ADSL broadband (up to 17Mbps), unlimited fibre / FTTC broadband (up to 38Mbps or 76Mbps) and voice only home phone services. In addition, the provider said that their telecoms division remains a “vital and growing part” of their business, which is being supported by further investment into their customer service teams in Preston, Lancashire and Selkirk, Scotland to “enhance” the customer experience.

NOTE: Prior to this migration the PO had about 460,000 telecoms customers, which we understand included around 180K broadband subscribers.

Leave a Comment
8 Responses
  1. Avatar Howard Wayne Roberts says:

    I was with Fuel for some years, and now I find my first bill (Aug) with Post Office Telecoms on their standard premium tariff is a whopping £10.91 more expensive! They didn’t inform of this in their e-mails. I’m leaving, and if they try to apply an early termination charge, I will fight them all the way. Nothing but rouges.

    1. Avatar Warren says:

      The exact same thing has happened to me… I tried calling them yesterday to get my money back, as I was never informed about the rates. They’re refusing to give my money back

  2. Avatar Ms T says:

    I was with Fuel Broadband for 5 years and I chose not to go with the Post Office due to increased charges, particularly as the ‘special offer’ was £2.50 MORE than they were offering elsewhere. I notified them of my intent to go elsewhere on 26 June and was told to cancel my DD. Last week I received an automated call informing me that I owed money and to pay within 5 days so I spent 35 minutes on the phone being passed to 3 different people with the last incompetent threatening me with court action but refusing to tell me about the bill which I had not received for a service I hadn’t received. I have subsequently received an email stating that I received these threats in error as I don’t owe them anything. Couldn’t trust them to run a bath.

  3. Avatar Kay says:

    My internet service was bad enough with fuel but now i cant get on any time at all its disgusting that the change to some one else an dont even tell you but to be worse service than fuel omg im disgusted i rely on internet connection to watch ny tv upstairs pffftt not a chance now with who eva has taken over surely they cant make you pay for a service that they cant provide for you ?

  4. Avatar Sharon Coyle says:

    I have been with fuel broadband for some time now an didn’t receive anything til say that the post office where taking over until I checked my bank account and they have taken £105 this is more than double what I was previously paying I’m totally outraged an will be contacting the post office first thing such a way to treat customers.

  5. Avatar Jane says:

    I received no notification of the transform of the service from New Call/Fuel to the Post Office, until I checked my bank statement. I too have been charged twice the amount I was paying and will incur over draft fees.
    I have been put through to the cancellations department and there is a long waiting time…….what a surprise ..NOT!!!
    This transfer has been very badly managed and organised, with the customer suffering. But with the reputation the Post Office has, why should we be surprised?

  6. Avatar naomi gibbons says:

    More expensive, customer service is still as discusting as when it was fuel, just rings me up out of the blue and says YOUR BALANCE IS £28 or whatever it is!!
    first of it would have been more helpful to just let me know my direct debit failed,
    second of all when i ask why the price is soo high since i have no telephone maybe give me some break downs or something!!!
    third of all STOP BEING SO DAM RUDE TO YOUR CUSTOMERS!!!
    IM FINDING A CHEAPER BROADBAND AND YOUR GETTING NOTHING MORE FROM ME!!

  7. Avatar Ian Hackett says:

    I am a pensioner and full-time carer who left Fuel Broadband at the first opportunity on finding that PO Telecom was taking over and planning to double my basic charges of around £20 per month, violating the Fuel contract which should have kept them fixed until November. I had to change my phone number of over 40 years to do so. Despite doing this, PO Telecom sent me a leaving bill for £42.77 to cover the few days it took me to get out and now have Rosie Peters of CREDITLINK ACCOUNT RECOVERY SOLUTIONS threatening me with “more severe actions to recover the amount outstanding” with “recovery costs … added to the balance significantly increasing the outstanding amount”. Shameful. I look forward to beating them in court.

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