Fusion Fibre Group Avis 

Following a loss of internet connection, I phoned Fusion Fibre and spoke with a lady, Megan, at support. She was really helpful and guided me through the process of re-establishing internet access. She was patient and understanding throughout and ensured that I was able to regain service quickly. The best service I've had from any organisation in quite some time: genuinely first class.

Great quick service

Waited a month despite my husband being vulnerable with ICD for engineers to come out and fix an issue apparently created by the company's previous installers not securing the wiring correctly and within a week the internet is dropping out again!! Terrible customer service from senior management not even bothering to call back when they’re supposed to. Was going to move a Xmas when contract was due wish now I definitely had!!!

Megan solved my problem instantly! A quick confirmation of details problem identified issue resolved in less than 5 minutes. Perfect

Very helpful. Megan is lovely

Absolute rubbish has taken forty-five minutes to download basic bank app struggle to load Google YouTube all basic apps

I've been a Fusion customer since they were known as Factco in 2023. Back then they were awesome.

Now. I wouldn't bother with them anymore as a new customer. I've put in a request to leave.

Most evenings now my 1GB down/up service runs at 300mb down and 3mb up. It'll go as bad as 0.5mb up. It can't even support a child playing Fortnite. Their support line is always closed when this happens.

I dealt with Liam Stonehouse recently when the connection just decided to drop 50%. He was awesome, but a few days later the connection again went down the pan and emails to him have been ignored since.

I called them at 08:05am on 22nd May. The call lasted 29 minutes. 27 minutes on hold and 2 minutes of someone saying they'd speak to Liam and get back to me. They didn't. Ignored.

This months invoice has just landed. They've increased the price by £5. Why? Who knows. They've completely lost their way. A sad outcome from a once awesome supplier.

Internet down again in Rothbury. Helpline closed
No information as to when it will be back on.

I recently moved into a new property in an area with very limited fibre coverage, so getting internet services felt quite stressful at first. A neighbour recommended Fusion Fibre, and I’m so glad they did. I was connected to Liam and he instantly knew which area I was calling from when I informed him of my neighbour’s recommendation. Liam patiently guided me through every step of the process. He was extremely knowledgeable, explained everything clearly and in detail, and made the whole experience so much easier. Excellent customer service from start to finish. Thank you Liam!

Had a bit of a nightmare after resetting our router and lost internet completely. Spent hours trying to sort it ourselves with no luck.

Spoke to Liam at Fusion Fibre and he was really helpful and patient throughout. He knew exactly what the issue was and got everything back up and running quickly.

Really appreciated the support, especially after the stress of trying to fix it ourselves. Thanks again Liam!

Liam really helped me out with whole process of getting my connection fixed and getting the right upgrade for the internet speed. It really helped me

Liam was fantastic, so helpful, patient and friendly. He understood the problems we were having with the yealink phone and he sorted them all out very quickly and efficiently. We could not have asked for better. Thank you, Liam
Evelyn and Chris Cuthill

Just contacted them for first time to join today. Held for 10 mins then an automated voice outta the blue says 'goodbye'. Not once, but twice in a row!!
Great intro to your company Fusion. I think I'll probably go elsewhere!

When returning home after a holiday I found the dreaded red light on top of my modem with no internet connection, and a standard turn off and on didn’t work, so I phoned the service desk. It took a couple of calls to sort it all out, everyone was very helpful, clear in their instructions and charming, even when I phoned back admitting I’d messed up my password and couldn’t connect any device. Excellent customer support all round.

Liam. very willing and friendly approach to helping customers. was the only one who really wanted to help me. thank you

An absolutely seamless experience and probably the fastest installation process I’ve ever had. Quick , easy, and super fast internet! Liam is a great representative of their company and went far and beyond to get our place sorted!

Terrible broadband. Unreliable. Intermittent and most of all no support weekends. They told us to look for new broadband provider as thry could not sort out our intermittent issue reliant on CityFibre.

Is this customer service when we pay these company to provide broadband or Internet services.

Brilliant helpful guy on customer service tech support sorted the issue in minutes and booked an engineer for the next day thankyou

Chased them for nearly 2 months after many promises of being called back only to be offered a fair package and then that being taken away as it was a 'mistake' and then being offered disgusting terms for a very basic offering of fibre. Nearly £90 a month for 100mbps speeds, FULL PAYMENT of the whole contract should I want to leave within 3 years, That's over 3 grand should my business go under. Increase of costs to be £15 per year with the 3 year term ending on £142 per month for 100mbps PLUS an out of contract penalty of an extra £140 per month on top of the £142 should I not renew in time after 3 years. Honestly i've never been so disgusted with both the treatment and offerings of fusion fibre. I had used them at a previous property where they inherited my account from factco who had very fair terms but these are absolute crooks. Everyone i've told about these prices have agreed how disgusting it is. Sadly won't be using them. While Blaine was helpful, Collin was anything but.