I have been working with Focus to upgrade our information eco-system- making better use of Microsoft products and migrating datasets over from Datto Workplace to Sharepoint and OneDrive. Most of my s... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
Hellenic Bookservice (Bookshop NW5) contacted James Foster at Focus, looking to get better value from our monthly telephone bill. With business being so challenging right now, I was tasked with attemp... See more
Company replied
This five-star review is for Gary Mills specifically. My experience with Focus Group as a company has been mixed. As a whole, I’d probably rate them somewhere around two to three stars, as... See more
Company replied
We have been with Focus for a number of years and always appreciated their efficiency and professionalism. Recently we have worked with Steven Fox and Luke Fenton who both have went above and beyon... See more
Company replied
Company details
- Business to Business Service
- Business Services
- Computer Consultant
- Energy Supplier
- Phone and Internet Service
- Telecommunications Service Provider
Written by the company
Established in 2003, Focus Group is proud to be one of the UK’s leading independent providers of essential business technology. We deliver end-to-end solutions across telecoms, connectivity, IT, networking, mobile and energy — all under one roof, with a single point of contact and one simple bill. Whether you're an SME, a global enterprise, or part of the public or third sector, we take the time to understand your unique needs and deliver tailored technology solutions that work for you. Our teams are experts in their fields - passionate about delivering the right outcomes and committed to ensuring your operations run smoothly. From keeping your phone systems performing at their best, to optimising your IT, securing your data, and keeping your teams connected, we're here to support you - every step of the way. So you can focus on what matters most: growing your business.
Contact info
Focus House, Ham Road, BN43 6PA, Shoreham-by-Sea, United Kingdom
- 0330 024 2000
- info@focusgroup.co.uk
- focusgroup.co.uk
4.1
Great
3K reviews
Asks customers to review
This company invites their customers to review, whether positive or negative
Replied to 99% of negative reviews
Typically replies within 48 hours
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Got to the end of my contract and…
Got to the end of my contract and decided to use BT for broadband connection. Didn't read the small print in the contract . Apparently 3 years doesn't mean three years . You have to let them know 3 months in advance. Total con . Just another way of making money out of a small business. Rates were triple my new provider.
April 8, 2026
Unprompted review
Reply from Focus Group
Good morning,
Thank you for taking the time to share your feedback. We're sorry to hear about your frustration regarding the notice period requirements at the end of your contract.
We appreciate you bringing this to our attention, as feedback like this helps us reflect on how we communicate contract terms more clearly to our customers.
Kind Regards,
Louise
Poor aftercare and incomplete commissioning across multiple sites
We use Focus Group across five properties. The installation quality has generally been fine, but the aftercare and post-commissioning support has become genuinely unacceptable.
At our Norfolk site, data points installed by Focus Group's own engineers were left unconfigured — not connected to the internet, meaning equipment (Sonos, heat pumps) couldn't be set up. This was reported over a month ago. Despite chasing repeatedly, it still hasn't been resolved.
A simple request to rename the WiFi networks consistently across all five sites — submitted in mid-March — still hasn't been actioned after three weeks of chasing.
The Wells-next-the-Sea guest portal wasn't set up to send sign-in data to our email, unlike the other four properties. A basic inconsistency that should have been caught at commissioning.
When I finally escalated directly to the project manager this week, rather than owning the outstanding issues, the response (Zoe Toppin) was to ask me to raise a support ticket. These are commissioning failures — not support issues. The engineers who designed and installed the network should be resolving them, not a generic helpdesk.
As a multi-site customer investing significantly across a portfolio, this level of aftercare is not good enough. The sales and install process works well. What happens after the engineers leave does not. I will now have to find another partner for our roll out and transfer all our existing premises.
April 8, 2026
Unprompted review
Reply from Focus Group
Good morning Tom,
Thank you for taking the time to share such detailed feedback. We are genuinely sorry to hear about the issues you are facing. We regret that your escalation wasn't handled appropriately and that you've had to chase repeatedly for over a month without resolution.
We can confirm that the head of the department has now contacted you directly and an engineer was sent yesterday to begin resolving these outstanding issues.
We sincerely apologise for letting you down and appreciate your patience as we work to put this right.
Kind Regards,
Louise
Highly Recommend
Great experience with Focus and their onboarding team. They were patient, efficient and highly responsive throughout the transition process from our previous provider. What really stood out was the time they took to understand our business needs, ensuring a smooth and tailored transition. Their ongoing support has been excellent, giving us real confidence in our decision to partner with them.
April 7, 2026
Unprompted review
Reply from Focus Group
Good morning John,
Thank you so much for taking the time to share such wonderful feedback! We are thrilled to hear that your onboarding experience with us was such a positive one, and that the team's patience, efficiency and responsiveness made your transition smooth and straightforward.
It is also really pleasing to know that our ongoing support has given you confidence in your decision to partner with us, that means a great deal to the whole team.
We look forward to continuing to support your business and building on what sounds like a great start to our partnership.
Kind Regards,
Louise
Shocking. Avoid!
I’m genuinely surprised at how difficult our experience with this company has been.
While the individual engineers we dealt with were generally professional, communication has been very poor indeed. We experienced a long‑running issue that dragged on for months without being properly resolved, despite repeated engagement.
When we asked to exit the contract, it took weeks to get a meaningful response and, even now, after notice has been agreed, we are still waiting for offboarding to begin. We are still chasing basic steps such as providing read-only access for our new provider.
I would strongly suggest that anyone considering Focus Group continues to shop around. Avoid!
April 7, 2026
Unprompted review
Reply from Focus Group
Good morning Sasha,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the difficulties you have experienced, and we completely understand your frustration particularly given the length of time these issues have been ongoing.
We are pleased to hear that the individual engineers you dealt with conducted themselves professionally, however we acknowledge that the communication and coordination around your long-running issue, and subsequently your offboarding process, has fallen well below the standard we expect of ourselves.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so we can treat this as a priority and ensure you have a named point of contact to see this through to completion?
Kind Regards,
Louise
Very good training session
Very good training session, great to understand how the new set up can assist us with every day operations within the schools.
April 7, 2026
Unprompted review
Reply from Focus Group
Good morning Oliver,
Thank you so much for your kind feedback! We are delighted to hear that you found the training session valuable and that you now have a clearer understanding of how your new setup can support the day-to-day operations across your schools.
Ensuring our customers feel confident and fully equipped to get the most from their technology is something we are really passionate about at Focus Group, so it is great to hear the session hit the mark.
If you ever need any further training or support, please do not hesitate to get in touch, we are always here to help.
Kind Regards,
Louise
Hellenic Bookservice (Bookshop NW5)…
Hellenic Bookservice (Bookshop NW5) contacted James Foster at Focus, looking to get better value from our monthly telephone bill. With business being so challenging right now, I was tasked with attempting to reduce our costs across our business. After calling James Foster, he said leave it with me. Shortly after this I was given a monthly agreed reduce on my service. This doesn't normally happen, so I cannot recommend James and his team highly enough. James, appreciate your efforts and thanks again.
March 26, 2026
Unprompted review
Reply from Focus Group
Good morning Brendan,
Thank you so much for taking the time to share such wonderful feedback! We are delighted to hear that James was able to review your account and find a solution that provided better value for your business.
We understand how challenging the current business environment can be, and it is great to know that James took the time to truly understand your needs and deliver a positive outcome. That kind of proactive, customer-first approach is exactly what we strive for at Focus Group.
We will be sure to pass your kind words on to James, he will really appreciate hearing this. Thank you for your continued trust in Focus Group, and please do not hesitate to get in touch if there is anything else we can help with.
Kind Regards,
Louise
One of the worst companies for our business
One of the worst companies I've ever come across in ANY sector, let alone as a phone provider for business.
We used them for our business and on two occasions my phone network completely stopped for a week. As a senior manager it unnecessarily wasted hours and hours of my time trying to get someone to do anything about it. It took dozens of phone calls and emails to several different people to get sorted.
On another occasion it took me 4 weeks to get a PAC code to keep my original phone number on a different network - according to OFGEM they are supposed to provide it immediately. Again, non-communication from them and hours and hours of emails and phone calls to several different people. Absolutely infuriating - they are complete chaos with some of the worst customer service I've come across.
March 15, 2026
Unprompted review
Reply from Focus Group
Good morning Scott,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the significant difficulties you experienced, and we fully appreciate how disruptive and frustrating these situations must have been.
We are also sorry to hear that communication throughout these issues fell short of the standard you should rightly expect from us.
Whilst we appreciate you are no longer with us, we would welcome the opportunity to understand your experience in more detail. If you are willing to share your account details, please do not hesitate to contact us directly at customerservice@focusgroup.co.uk so we can look into what happened and ensure lessons are learned.
Thank you again for taking the time to leave your feedback, it is important to us and helps us continue to improve.
Kind Regards,
Louise
Avoid - don’t put patients at clinical risk with poor phone system
Avoid! I have 2 pharmacies and customer service and technical team have been terrible. Don’t not put your patients at clinical risk! They relay on being able to phone health centres.
April 3, 2026
Unprompted review
Reply from Focus Group
Good morning,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the experience you have had. This is not the standard of service we aim to deliver, and we take concerns of this nature very seriously.
We would like to investigate the issues you have experienced with our technical teams as a matter of urgency. Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take full ownership of your case and ensure this is treated as a priority?
We appreciate you bringing this to our attention and are committed to working with you towards a resolution.
Kind Regards,
Louise
Terrible company
Terrible company, didn’t deliver install, tied us into 3 year contract. Kept over charging us and then when we told them about it said sorry and would refund us the difference. As I’m sure you can guess no refund. Been over a year no one wants to talk to you when you try to get in touch. Scam
April 3, 2026
Unprompted review
Reply from Focus Group
Good morning Jamie,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience and the frustration you have faced.
We understand how serious these concerns are, and this is not the level of service we aim to provide. We would very much like to investigate the matters you have raised and work towards a resolution.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take full ownership of your case and ensure someone is in contact with you as a priority?
Kind Regards,
Louise
DO NOT BE SEDUCED - AVOID, AVOID, AVOID
DO NOT BE SEDUCED by the 5-star Reviews. Read the 1-star Reviews very carefully and reflect on them.
Focus is a company which has grown fast by its wholesale adoption of a multitude of despicable and unsavoury policies including:
(1) repeatedly adding false, fake, bogus "extras";
(2) repeatedly inventing new ways to add superfluous, spurious charges;
(3) applying inflation adjustments massively in excess of actual inflation;
(4) exercising obfuscation and evasion over many months when asked to address their failings and to refund overcharges.
You might think, or hope, you will be well-serviced but the only certainty is that you will be wickedly overcharged once you are signed as a customer... and then exhaust your patience trying to secure restitution.
And to add insult to injury, if a refund agreement is ever reached, Focus waits a few months and then starts issuing invoices for a previously terminated service.
Focus is a wholly immoral company. Be warned!
March 19, 2026
Unprompted review
Reply from Focus Group
Good morning Tony,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about your experience and the significant frustration you've encountered with billing, charges, and the resolution process.
This is not the level of service we aim to provide, and we take your concerns very seriously. Our customer service team have tried to call you to discuss a resolution directly, and we would welcome the opportunity to review your case in detail.
We appreciate you bringing this to our attention.
Kind Regards,
Louise
From start to finish the staff were…
From start to finish the staff were professional and excellent at communication and keeping me up to date with the progress.
The change over went without a hitch and instructions were given to me over the phone by a professional but friendly engineer.
March 30, 2026
Unprompted review
Reply from Focus Group
Good morning Catherine,
Thank you so much for your feedback! We're delighted to hear that the entire process was so smooth and that our team kept you well informed throughout.
It's great to know the changeover went without a hitch and that our engineer provided clear instructions in a professional and friendly manner.
Thank you again for choosing Focus Group!
Kind Regards,
Louise
Months of interrupted service
Months of interrupted service, but the last month no service at all for incoming or outgoing calls.
I can’t comprehend how big an effect it has had on my business, new clients phoning me and the number is not in use.
I keep reporting and promised a call back… but nothing… next step ombudsman
March 30, 2026
Unprompted review
Reply from Focus Group
Good morning Mette,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the prolonged service interruptions and the complete loss of incoming and outgoing calls over the last month.
We apologise that you haven't received the promised call backs and would like to investigate this matter urgently and escalate it appropriately.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details and the reference number TP310326 so our team can take immediate ownership of your case and prioritise getting your service restored?
We appreciate you bringing this to our attention and are committed to resolving this.
Kind Regards,
Louise
New laptop set up
Excellent Support from Karim setting up my new lap top security. He went above and beyond spending time helping with functionality with some apps that would take me considerable time to deal with myself.
Chris
March 25, 2026
Unprompted review
Reply from Focus Group
Good morning Chris,
Thank you so much for your feedback! We're delighted to hear that Karim provided such excellent support setting up your new laptop security and went above and beyond to help with app functionality.
We'll be sure to pass your kind words on to Karim - he'll really appreciate it.
Kind Regards,
Louise
DO NOT USE this company to at all
DO NOT USE this company to at all. They installed a phone system 5 weeks ago go for my business and since then we have had nothing but problems. Lost phone calls from clients as the phone isn’t working correctly. We have intermittent WiFi throughout the day and night.
We have phoned, emailed and complained on numerous occasions . We get told that someone will come and have a look but then get a email to say they can’t come due to “child care”. Sorry but not our problem, we are trying to run a business with an inferior phone and WiFi system .
The service is dreadful.
Terrible company to deal with as they pass the buck continually.
February 23, 2026
Unprompted review
Reply from Focus Group
Good morning,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the ongoing problems you've been experiencing since installation five weeks ago, and the impact this has had on your business.
We apologise for the missed appointments and would like to investigate this matter urgently. Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take immediate ownership of your case and get this resolved?
We appreciate you bringing this to our attention and are committed to making this right.
Kind Regards,
Louise
Steven Fox @ Focus
I’ve recently been contacting Steven Fox at focus for assistance. He has been amazing and his response time is phenomenal from asking for help to getting things sorted
March 20, 2026
Unprompted review
Reply from Focus Group
Good afternoon Alex,
Thank you so much for your feedback! We're delighted to hear that Steven has been so amazing and responsive in assisting you. His quick turnaround time and helpful approach are exactly what we strive for.
We'll be sure to pass your kind words on to Steven - he'll really appreciate it.
Kind Regards,
Louise
AVOID, AVOID, AVOID
Very difficult to get in touch with anyone. I asked to terminate our service on 13th February via the web portal. A couple of days later the portal comes up with Case Resolved. Nothing was resolved. Still billing us. No contact to say the service will end. Just a bill adding on £10 because the direct debit was cancelled. 10th March received a message that the service would be cancelled "as soon as possible." 10 days later and no further communication. Its a poor service when a communications company cannot actually communicate.
March 10, 2026
Unprompted review
Reply from Focus Group
Good morning Karen,
Thank you for taking the time to share your feedback. We're sorry to hear about the difficulties you've experienced trying to terminate your service and the lack of communication throughout the process.
This is clearly not acceptable, and we apologise for the frustration caused by the delay. We would like to investigate this matter and ensure your cancellation is processed correctly.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can take ownership of your case and resolve this as quickly as possible?
We appreciate you bringing this to our attention.
Kind Regards,
Louise
Above and beyond
We have been with Focus for a number of years and always appreciated their efficiency and professionalism. Recently we have worked with Steven Fox and Luke Fenton who both have went above and beyond to ensure we had everything in place for our new technology system.
Carol Gillon CE
1st Alliance Community Bank
February 2, 2026
Unprompted review
Reply from Focus Group
Good afternoon,
Thank you so much for your wonderful feedback, Carol! It's great to know that Steven and Luke have gone above and beyond to ensure everything was in place for your new technology system.
We'll be sure to pass your kind words on to both of them. Thank you for your continued trust in Focus Group!
Kind Regards,
Louise
Do your homework and get everything in writing before signing the contract.
I've been with Focus for a few years, initially with internet and landline for my business, due to the constant issues with a very old broadband line, I spoke to Focus to see what other system was available and whether it was financially viable. They advised that Starlink would be suitable, Starlink is amazing and works very well, unfortunately and be very aware if you decide to go down the Focus route, costs will not be what was discussed or written in the contract, I had my pants pulled down and now face an increase of over nearly £100 a month, be very careful with this company, what they promise financially isn't the end result......
December 24, 2025
Unprompted review
Reply from Focus Group
Good afternoon Matt,
Thank you for taking the time to share your feedback. We're pleased to hear that the Starlink solution has been working well for your business, but we're sorry to hear about your concerns regarding the pricing differences between what was discussed and what you're now being charged.
We understand how frustrating this must be, particularly when costs don't align with your expectations from the initial contract discussions. Your account manager will be in contact with you to review the pricing and address your concerns directly.
We appreciate you bringing this to our attention.
Kind Regards
Louise
I have been using Focus Group… and now im stuck with them
I have been using Focus Group (Pinnacle) since June as a phone provider.... I had no idea what I was getting into.
I couldn't even use my phone as it never had any signal, so requested to cancel my contract which they told me was not possible and I would have to pay 2 years out to get out of the contract... for a service that wasnt even working!
They then moved me to a new provider at a fixed fee and the cost is going up every single month! Hidden fees and lock in contracts which they tell you nothing about till you are stuck in them.
Avoid at all costs.
March 18, 2026
Unprompted review
Reply from Focus Group
Good morning Ollie,
Thank you for taking the time to share your feedback. We're genuinely sorry to hear about your experience with signal issues and the frustration you've encountered regarding your contract and billing.
This is not the level of service we aim to provide, and we regret the difficulties you've faced. We would like to investigate this matter further and work to resolve your concerns.
Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so our team can review your case and address the issues you've raised?
We appreciate you bringing this to our attention.
Kind Regards,
Louise
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