topic Re: Fuse Energy app and website blocked by router in Broadband & Landline

Fuse Energy app and website blocked by router

Austel — Mon, 20 Jul 2026 15:09:35 GMT

My energy supplier Fuseenergy.com has suddenly started to be blocked and flagged as unsafe. It was ok last week and continues to be accessible if I turn of Wi-Fi settings and just use my mobile.
I have found I can allow access for one hour, but can I set the Fuse website and app to be permissible permanently again?

new Wi-Fi 7 router.

thanks

Re: Fuse Energy app and website blocked by router

JimM11 — Mon, 20 Jul 2026 15:31:47 GMT

@Austel Have a look at your EE Hub parental controls, no issue getting to the site on vodafone connection for sure...

Fuse Energy

Re: Fuse Energy app and website blocked by router

Ali_A — Mon, 20 Jul 2026 17:33:57 GMT

Hi @Austel

Thanks for bringing this to our attention.

We've tested the webpage of your energy supplier and we've not faced any issues in accessing the webpage through EE Broadband, or EE Mobile data.
Have you tried through any other device connected to your WIFI, or only the mobile?

Is there anything else you can tell us which may help us identify what is the cause of error you're seeing?

Ali

Re: Fuse Energy app and website blocked by router

Austel — Tue, 21 Jul 2026 08:49:22 GMT

Thanks. If I turn off web protection I get access and if I allow access I briefly get access

however when logging onto my partners iPad, I can get access to fuse energy straight away.

Ive not set parental controls or groups so can only think a threat on my device has triggered a block at the router .
I don’t want to turn off web protection so can I set fuse energy as an allowed site permanently?

Re: Fuse Energy app and website blocked by router

Ali_A — Tue, 21 Jul 2026 09:27:03 GMT

Thanks for the details @Austel

I wouldn't have thought there would be a reason to have restricted access to a utility company, and I completely understand you'll not want to switch off protection.
I've passed this on to our team to investigate. Once I have any further information I'll be in touch.

Ali

Re: Fuse Energy app and website blocked by router

Neil0 — Tue, 21 Jul 2026 19:27:30 GMT

I have exactly the same issue. Fuse are aware of the issue with access to their website/app via EE and tell me they are investigating.

Re: Fuse Energy app and website blocked by router

Ali_A — Thu, 30 Jul 2026 14:07:18 GMT

Hi @Austel

Further to the request raised, this has now been fully investigated by our suppliers.

The team have completed the necessary checks and can confirm that the website https://www.fuseenergy.com/ is already correctly categorised as "Green Solutions & Conservation".

We can also confirm that the website is not blocked on the BT/EE ISP network. Testing has been carried out and the site loads successfully on both a BT home broadband connection and a mobile network connection.

Based on the checks completed, there does not appear to be any BT Parental Controls or categorisation issue affecting access to this website.

Help link - BT Parental Controls - Keep Your Family Safe Online | BT Help

Ali

Re: Fuse Energy app and website blocked by router

Austel — Thu, 30 Jul 2026 14:37:06 GMT

Thank your Ali, you team replied with this a few days ago, seems it has been solved and was an AI glitch;

“It appears that on the 15th of July the third party that EE/BT/Sky use to classify business domains for their security hub rulesets may have scraped some sites and mistakenly reclassified them due to keywords that appear on web pages.

This is the only conclusion that I can come to with the outcome and replies I have also had directly from BT.

I assume they may have used some sort of AI tooling to scrape sites, whilst this is a great thing to keep users safe these edge cases are often not considered in rollout of these things.

Looking at other posts and forums it seems to be quite widespread.

Hopefully with your post they will be able to apply the same fix to the site for your energy supplier and also feedback the volume of cases to the third party that provides the site classifications with it having a negative effect on so many of their users.”

Richard

[Mod edit: Please do not share personal details as your posts are visible to the public. Thanks!]

Re: Fuse Energy app and website blocked by router

Ali_A — Thu, 30 Jul 2026 14:35:51 GMT

Thanks for the update @Austel

Great to hear it's now resolved!

Ali

Re: Fuse Energy app and website blocked by router

XRaySpeX — Thu, 30 Jul 2026 14:36:30 GMT

Pure speculation! There is no evidence that any fix was ever needed for your energy supplier's site.

Re: Fuse Energy app and website blocked by router

Austel — Thu, 30 Jul 2026 14:38:55 GMT

Thank you for your attention to this matter.

Re: Fuse Energy app and website blocked by router

skipper13 — Thu, 06 Aug 2026 10:08:14 GMT

Hello,

Today I cannot access the Fuse Energy website or app from both my laptop and mobile phone and get the following message...

This site can’t provide a secure connection

www.fuseenergy.com sent an invalid response.

Try running Windows Network Diagnostics.

ERR_SSL_PROTOCOL_ERROR

We have a new EE WiFi 7 route which was only installed last week. However I have successfully accessed the Fuse Energy app and website many times since then until today.

Please can you advise the solution, thanks

Re: Fuse Energy app and website blocked by router

JimM11 — Thu, 06 Aug 2026 10:50:33 GMT

@skipper13 The site is fine and no traps VF wise, is your Mobile also on an EE connection? Possibly just a fuseenergy glitch through the AWS who is looking after it, is showing some invalid security certs as well.

Please direct support enquiries to support@fuseenergy.com or contact us using the support section in the Fuse Energy app

Re: Fuse Energy app and website blocked by router

Gelert5 — Thu, 06 Aug 2026 13:27:24 GMT

@JimM11 I fear that you are mistaken.
I had issues connecting to Fuse Energy's Webpages, as of yesterday.
I checked on my EE App, and no Parental Controls were / are in effect.

This from my Ethernet-wired Win10 Desktop:

This from my Android ABP Browser, connecting via WiFi:

To cut a long story short, in the end I had a very long online chat, followed by a telephone call with Fuse Energy.
During the TelCon, I rebooted my SH31B (32) Router, but with no effect.
Fuse Energy were aware of an issue with connectivity of EE Customers last month (July), but thought that it had been resolved by EE.
Now it seems that the same or a similar issue has re-appeared.
I could connect to Fuse Energy's webpages on Saturday 1st August, and upload my Meter Reading.
But yesterday, Wednesday 5th August, I couldn't connect to Fuse Energy's Website via WAN either Wired or Wirelessly.
So Fuse Energy will be approaching EE once again... 🙄

FYI: My Android Mobile could and still can connect to Fuse Energy's website and webpages via EE Mobile Data...
But I still can't access Fuse Energy's website via Fibre WAN again today.

Re: Fuse Energy app and website blocked by router

JimM11 — Thu, 06 Aug 2026 13:55:14 GMT

@Gelert5 Thanks for the reply, did you see the points i made, not about EE but in general, ""The site is fine and no traps VF wise"" and when direct connected Kaspersky picked up on the "" is showing some invalid security certs as well "" it is really good at trapping and showing the site status. VF = vodafone connection that i am using now. I reversed DNS via google DNS server the IP's as AWS hosted the site and then there was a problem cert's wise. Pic when approved.

Edit:- your pics cleared for viewing and yes security cert type warning, somewhere along the food chain.

Fuse Energy main web page.

Re: Fuse Energy app and website blocked by router

Neil0 — Thu, 06 Aug 2026 13:41:17 GMT

When I switched to Fuse on 21/7/26 I could not access the Fuse website or app via my EE router, but could via 4G. I spoke to Fuse who said they were aware of this problem. A couple of days later the issue appeared resolved. It is now back again as others have commented. Whether the issue is ultimately with EE or Fuse I don't know, but it is definitely nothing to do with parental controls.

It's remarkable the Fuse haven't either properly sorted this themselves or successfully got EE too. i wouldn't have switched to Fuse had I been aware of this issue.

Re: Fuse Energy app and website blocked by router

JimM11 — Thu, 06 Aug 2026 13:46:51 GMT

@Neil0 EE will pin it down, they will have some smart Network Engineers who will look again to the why it's not getting through the system as they did before....

Re: Fuse Energy app and website blocked by router

Gelert5 — Thu, 06 Aug 2026 14:13:52 GMT

@JimM11 I use Malwarebytes Premium on all of my devices, and it's pretty zealous at picking-up on 'hooky weblinks'.

But it hasn't flagged anything, even when I went to Fuse Energy's website via Mobile Data.

Off-topic, but my SH31B's soft reboot yesterday cleared the 'No WiFi / WiFi Turned Off / etc' issues, displayed on the HMIs of both the App and the Browser Webpage.
Firmware remains the same at r4.26.3-R-1923144-PROD-83002 c/w GUI at 3.14.5.

I've renamed (using my 'cheat' method) all of my Devices this morning, and they are now showing correctly on the Browser Webpage once again...
For now at least - LOL!

Re: Fuse Energy app and website blocked by router

skipper13 — Thu, 06 Aug 2026 14:17:27 GMT

Thanks everyone, it sounds like the problem is not mine but I dont know if its an issue with EE or Fuse. When I popped out earlier I checked the Fuse app and it worked fine on my mobile with 4/5G (I am not with EE mobile) so the issue is clearly with wifi via my Wifi7 router.

@JimM11 how do you know that EE will be looking into this, does it need to be reported to them?

Thanks everyone for your helpful comments

Re: Fuse Energy app and website blocked by router

Gelert5 — Thu, 06 Aug 2026 14:22:58 GMT

@skipper13 The Support Team at Fuse Energy told me yesterday that they will be approaching EE once again, about this.