On the day of my connection I was disappointed that things didn't work as I had expected. I lost internet on my laptop and had problems with my TV. It took me 3 days to connect with Technical Services... See more
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
As a rule I have had no complaints with the quality of my broadband however thr only reason I have left 4 stars instead of 5 is due to lack of communication at this point. I've sent numerous emails... See more
Company replied
Just had a fibre to the premises connection in Hedley, rural Northumberland. Installation team completed within an hour. Very helpful and not thrown by a different router being requested. Internet sp... See more
Company replied
Exceptional service from Stephanie in setting up our contract and all related administration then from Liam who installed the fibre system and then, again, from (the other) Liam in Support who could n... See more
Company replied
Company details
Written by the company
We’re Fusion Fibre Group, an internet service provider on a mission to deliver some of the fastest and most reliable broadband the UK has to offer. We specialise in providing ultrafast broadband to homes and businesses across the UK, with a goal to future-proof both rural and urban communities through high-speed, full fibre connectivity. As demand increases for seamless online experiences, from streaming and remote working to gaming and smart home technology, we believe no one should be left behind. That is why our fibre-to-the-premises (FTTP) network is designed for long-term performance, delivering stable, high-bandwidth broadband that supports the connected lifestyles of today and tomorrow. Let Fusion Fibre Group switch your broadband into the future. Check our website to see if our ultrafast full fibre network is available in your area.
Contact info
19-21 Great Tower Street,, EC3R 5AR, London, United Kingdom
- 0333 305 7560
- hello@fusionfibregroup.co.uk
- fusionfibregroup.co.uk
4.1
Great
666 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 52% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great
Had problem-less first year with Fusion unlike main ISP's. Then had one issue and the only tiresome thing was waiting for a replacement box. Had the set up done with Liam and he set it up simply and quickly and seems to all be great as normal!
October 4, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Iman,
Thank you for the great review! We are pleased to hear your first year with Fusion Fibre Group has been smooth and trouble-free, and that Liam was able to set up your replacement equipment quickly and easily. We appreciate your patience while waiting for the new box, and we are delighted everything is now running as it should.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Technical Support
The main thing that made my experience was the help and knowledge of the man in Technical support (Liam), he was so helpful and polite it was unbelievable. Not only did he solve MY problem within minutes he also helped a friend of mine later the same day when I contacted him as my friend couldn’t. Well done Liam.
October 2, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Edward,
Thank you for the fantastic review! We are delighted to hear that Liam’s knowledge and support made such a difference and that he was able to resolve your problem so quickly. It is also great to know he could help your friend the same day. We will be sure to share your positive feedback with him.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Helpline
Very helpful guy took me through the set up step by step when there seemed to be a problem with my connection
October 2, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Chris,
Thank you for the great review. We are so pleased to hear our advisor was able to guide you through the setup step by step and resolve the connection issue for you. We will make sure your feedback is shared with the team.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Was very understanding and solved the…
Was very understanding and solved the issue
October 1, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi there,
Thank you for the positive review. We are so pleased to hear our team was understanding and able to resolve the issue for you.
If you ever need any further support, we are always here to help.
Thanks again,
Fusion Fibre Group
The technical advisor Liam was excellent and really knew his stuff
The technical advisor was excellent and went above and beyond to help me.
My problem was with another company Hive Heating but I needed to make sure that my wi-fi signal was good enough to run my Hive heating ststem.
Fusion have really upped their game since starting out and now have some really good front line staff.
I cannot praise or thank Liam enough for his help and attitude in helping a very stressed customer. Thank You
I will review Hive another time
September 29, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Julie,
Thank you for the great review! We are delighted to hear that Liam went above and beyond to support you and that he was able to give you the reassurance you needed with your wi-fi connection. It is great to know his knowledge and positive attitude made such a difference.
We will be sure to share your feedback with Liam, and if you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Great service
I had been given a direct email address to contact following a previous discussion, so I sent a message to Liam this morning to say that our landline handset had stopped working and asking how we could get another one.
Just 2-3 hours later, Liam rang my mobile to let me know that a new phone would be with me in a couple of days. Excellent!
Not only that, but he also arranged to get any calls to our landline number redirected to my mobile in the interim. He tested it by ringing me and it worked fine when a friend called me just after that.
Excellent service from Liam as always. Really efficient and very pleasant to deal with.
October 1, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Andrew,
Thank you for the fantastic review! We are delighted to hear that Liam arranged a replacement handset so quickly and set up the temporary call diversion to your mobile. We will make sure to share your positive feedback with him.
If you need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Katie was so helpful literally helpful…
Katie was so helpful literally helpful me through step by step with no complications
September 30, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Claire,
Thank you for the great review! We are so pleased to hear that Katie was able to guide you step by step and make the process simple and straightforward. We’ll be sure to share your positive feedback with her.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Liam
Liam who i spoken to today was a great help. Very patient and friendly.
September 25, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Sarah,
Thank you for taking the time to review! We are so pleased to hear that Liam was patient, friendly, and such a great help. We will be sure to share your positive feedback with him.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Five Star Customer Service
We have recently become new customers of the Fusion Fibre Group for the supply of our broadband.
We were having problems with the wi-fi reception not being too good in certain areas of our new bungalow so I rang the team. My call was answered really promptly many a team member called Megan. Megan was really helpful. She's very professional and patient. It was a pleasure speaking to someone who is experienced, knowledgeable and patient. It was so nice to speak to someone who actually took the time to listen carefully to what I was saying and then assured me that this was something she would definitely sort out. Having recently moved house we’ve encountered many problems speaking with other utility companies. Not this one though! Megan sorted our problem immediately and has kept in touch with us every step of the way! Excellent customer service 😊
September 8, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Christine,
Thank you so much for your 5-star review! We are delighted to hear that Megan resolved your Wi-Fi issue promptly and with such professionalism, patience and care. It is great to know she listened carefully, kept in touch, and made the whole experience a positive one, especially after the challenges you have had with other utility companies.
We will be sure to share your feedback with Megan, and we are so pleased to have you as a new customer. If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Absolute pleasure speaking with liam he…
Absolute pleasure speaking with liam he was very calm and understanding and an absolute pleasure to speak with.
September 22, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Kenny,
Thank you for the wonderful review! We are delighted to hear Liam was calm, understanding, and such a pleasure to speak with. We will be sure to share your positive feedback with him.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Had a bit of a problem setting up but…
Had a bit of a problem setting up but landed lucky that Megan answered the phone when I called for help, within 5 minutes she had me connected to the internet.
Thanks Megan
September 22, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi William,
Thank you for the great review! We are so pleased to hear Megan was able to get you connected so quickly and make the setup easy. We will be sure to share your positive feedback with her.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Very disappointing experience
I checked availability and prices for my address. Rang them, they took my details over the phone and never got back to me. So after a week I rang again provided details again and after another week they rang me back confirming that my address can get 900 for £39.99 with £3 rise every April. As I was moving to this address I told them I will ring when I'll get the moving date. A week later I rang that I am ready to sign the contract as I'm moving in next week, just to find out they now want £46.54 a month and that they can't match the price they promised last week. Very, very disappointing and I will have to go to one of their competitors.
September 18, 2025
Unprompted review
Reply from Fusion Fibre Group
Hello,
Thank you for taking the time to share your feedback. We are very sorry for the frustration caused by the price change you experienced. After reviewing your quotes, we can confirm there were 13 days between them, during which our suppliers increased their costs. This meant we had to adjust our pricing across all products, in line with standard industry practice, and it was the first change to our sales pricing in around six months.
As with other major internet providers, the standard prices quoted on our website can change, and any promotional offers can be withdrawn at any time. As an order was not placed with your first quote, we were unable to hold that price in our system once the new prices were uploaded. We completely understand how disappointing it is to see a higher price than first quoted.
If you would like to get back in touch, our team will be happy to check the latest promotions and find the best deal available for you. Please call us on 0333 305 7560 (Option 1) and we’ll make sure your enquiry is prioritised.
Kind regards,
Fusion Fibre Group
Having waited patiently over the past…
Having waited patiently over the past years, once it became available I jumped for the full fibre experience with a fantastic deal and full maximum speed. Yes of course, FF had teething problems but they are now a thing of the past as the system settles down nicely. It is a brilliantly fast service. We've now had it in Stocksfield since 28th OCT 2024. Remember that the copper wire of BT and the like will be finally disconnected in January 2027 when everyone will be forced to change so now is a good time whilst connection is FREE, offering first year free if you are in contract with someone else and thereafter very good rates. I highly recommend taking a connection soon whilst the good deals exist.
September 18, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Michael,
Thank you so much for your 5-star review and for sharing your experience. We are delighted to hear you are enjoying the speed and reliability of your full fibre service in Stocksfield.
If you ever need anything, we’re always here to help.
Thanks again,
Fusion Fibre Group
Internet is shocking shit gaming speeds…
Internet is shocking shit gaming speeds can’t even run Roblox it’s terrible wouldn’t reccomend
September 13, 2025
Unprompted review
Reply from Fusion Fibre Group
Hello,
We are very sorry to hear about the issues you have had with your connection, especially with gaming speeds. That is certainly not the experience we want our customers to have.
Our customer support team will be happy to investigate further and see what can be done to improve your service. Sometimes problems like this can be linked to Wi-Fi setup or specific equipment, and our team can work with you to get everything running as it should.
Please visit www.fusionfibregroup.co.uk/contact-us or call us on 0333 305 7560 and tap Option 4 for technical support. We would love the chance to put this right for you.
Kind regards,
Fusion Fibre Group
Liam was very helpful and solved my…
Liam was very helpful and solved my query quickly
September 10, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi there,
Thank you for the great review! We are so pleased to hear Liam was helpful and able to solve your query quickly. We will be sure to share your feedback with him.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Struggled to set my Wi-Fi up rang…
Struggled to set my Wi-Fi up rang fusion spoke with a girl named Megan absolutely fantastic service provided with support talked me through set up process really good felt comfortable just brilliant thank you Megan
September 10, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Samantha,
Thank you for the brilliant review! We are so pleased to hear Megan was able to guide you through the setup process and make everything clear and comfortable. We will be sure to share your positive feedback with her.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Service Delay and Lack of Response
I ordered their installation in July, but they didn’t complete the setup. Even in September, the setup was still not completed. Whenever we called them, they said they had created a ticket and would contact us, but they never did. I always had to keep calling them for updates, and their team was really pathetic at responding.
September 6, 2025
Unprompted review
Reply from Fusion Fibre Group
Hello,
We’re very sorry to hear about your experience and the delays you faced with your installation. We understand how frustrating it must have been to wait and to feel you weren’t receiving the updates you deserved. We’re actively improving our internal systems to help prevent situations like this in the future.
If you decide to try our service again, we’re confident the improvements we’ve put in place will provide a much smoother and more reliable experience. We truly value your feedback and hope we have the chance to make things right.
Kind regards,
Fusion Fibre Group
The call handler was fantastic she…
The call handler was fantastic she dealt with my issue professionally and with care giving fantastic customer service great work thank you
September 4, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Gary,
Thank you for the great review! We’re so pleased to hear our team resolved your issue with professionalism and care. It’s wonderful to know you received such fantastic customer service, and we’ll be sure to share your feedback with the team.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
This is amazing company
This is amazing company. They always go above and beyond especially tonight. I have health issues and needed a lot of time. The agent was patient and calm and went at my snails pace to get me up and running again.
They always answer. There always helpful and polite and efficient. An A Star company.
September 3, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Lisa,
Thank you for such a wonderful review! We’re delighted our team could give you the time and support you needed to get everything back up and running. It’s also great to hear that you have consistently found us helpful, polite and efficient. We’ll be sure to share your kind feedback with the team.
If you ever need help again, we’re always just a call away.
Thanks again,
Fusion Fibre Group
Why the 5*
What made my experience worth the 5 stars? Well as most of us do we dread having to call up any form of customer services it’s generally more frustrating than necessary! But the lady I spoken with (forgot her name) was really helpful sorted my issue/ query within 10mins or so.. and was patient with me which is a first as I’m normally already frustrated prior to calling any one 😂
August 28, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Nicola,
Thank you for the fantastic 5-star review! We completely understand how frustrating it can feel to call customer service, so we’re delighted to hear our advisor was able to resolve your query quickly and with patience. We’ll make sure your feedback is shared with the team.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
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