Fusion Fibre Group Reviews 

Tegan she was really really helpful and nice to talk and help me

Ben and Ste were mind. Efficient and helpful.

Hi.
Today we spoke with Liam, who was very knowledgeable on their systems, taking us through a complicated, set of instructions, so that we could connect our upstairs deco, to the downstairs main deco.
We found his instruction clear, precise, and easy to understand and follow.
Stress free.
5 stars from us Liam, and thank you so much 🥂🍾👍

Katy was a fantastic sales representative I felt at ease throughout the call both yesterday and today she answered all my queries and was very patient with me 10/10 service she even checked I was back online after yesterday's performance with my modem. she needs a pay rise :)

Based on my experience, I will probably be switching to another more reputable provider with more established infrastructure once my contract is over.

I was not pleased with the time it took to respond to my issue. I was not pleased that there was no live technical support available and that I had to wait over 24 hours for customer services to call me back. I was also disappointed at the threat of a charge for an engineer visit.

In the 21st century I am more than happy to pay more for a more reputable provider to get better service should something go wrong.

This provider is an example of why you should not sacrifice quality for a couple of quid. The extra 5/10 pounds a month with my local provider is more than worth it after my experience with Internet outage.

I will say the agent who handled my call and query was brilliant and did the best with the tools at their disposal.

Many thanks to Megan who got me back online in no time at all

Just had the engineer install it today he was called Ben was done in no time I’m happy so far

I just wanted to say thanks to Liam! Not quite often you find such a nice person at the other side of the phone… Liam was patient, super nice and helpful! Thanks 😊

My query was quickly and efficiently dealt by a qualified worker. She acted professionally and was very knowledgeable in her job. I was pleased with the outcome she delivered. Thank you Katy

After losing a little bit of faith in the service as my new phones didn’t work for 3 weeks, Liam contacted me and resolved all the issues within a day. Thank you once again

I rang up Fusion Fiber because I was having a connection issue, and Megan helped me fix the issue within 10 minutes.

Magnificent customer service, solved my issue extremely quickly. Agent was friendly, well mannered and spoke clearly and concisely. I felt really reassured they were handling the issue.
Overall speeds are also fantastic, and very stable, and I have absolutely control over my Internet router via the app.

Could not recommend them more if I tried

Support is unresponsive, Internet is down

Hull, based in April 2024 my mum switched with a promise of 3 months free, and 27.99 monthly for 2 years, sounds great, installed okay no issues there, then signal went awful, they then tried taking a payment a month in. We argued and they agreed the 3 months and left her alone.
Recently I have been informed she had missed a payment the first ever payment in which they are only just chasing so I only just found out that they have been overcharging for what was a agreed since the first ever payment but atleast a tenner a month. So when the discussion has happened about both issue they say they will investigate and calle back and never do. And everytime we have tried the same happens
My advice is avoid like the plague, find anything else

She's just so good at explaining as I was doing it completely wrong. Very polite very knowledgeable. And a good conversation as we waiting for things to load on my phone.
6 stars needed here

After a lot of historical bad press Fusion Fibre have got their act together.
Kevin Jewitt pursuaded us to sign up and within a few days we were connected.
Liam and Aaron were helpful and courteous. A few glitches in setting up our Sky Qbox were sorted and we now have fast and reliable broadband.
Excellent communication and backup
Recommended

My Internet all of a sudden just stopped . Megan got us sorted she was very clear with the instructions necessary all sorted now 👍🏻

Ff trumpet their service as “ultrafast and ultra-reliable” but my experience is rather different: repeated outages and speeds very frequently less than half of the contracted 200Mbps. Service has just come back on after two days: my first email received an automated response, subsequent emails received no response and I have had no apology, no explanation, and I was given no timescale for the fix.
Deeply, deeply unimpressed…
UPDATE: Not too impressed, either by the reply to my original review: an email notification was NOT sent 7 days beforehand for the "planned outage" on Friday 4th April: in fact, the first we knew of it was when my wife's important Teams meeting ended rudely at 11:00 due to the outage; the second thing we knew of it was the email from Fusion an hour after the outage began which informed us that it had begun an hour earlier (we'd sort of worked that one out!). That email also apologised that: "UNFORTUNATELY, DUE TO AN ISSUE WITH OUR MARKETING PLATFORM, OUR ORIGINAL COMMUNICATION AND REMINDER ABOUT THIS PLANNED MAINTENANCE DID NOT SEND AS SCHEDULED. WE SINCERELY APOLOGISE FOR THAT (sic) THIS WAS NOT PICKED UP EARLIER AND APPRECIATE YOUR UNDERSTANDING AS WE WORK TO ENSURE THAT THIS DOESN'T HAPPEN AGAIN."
The moral of that part is that it's best not to blame the customer for your own screw-ups...and, yes, actually, an email 7 days before AND and an email the day before would be good practice! HOWEVER, my review was actually not just about the Friday "planned outage" but also the fact that we had no service from early morning on Sunday 6th April until the afternoon of the next day and that no-one replied to my several emails over that period other than the automated acknowledgement: no apology, no explanation, no prognosis. I now learn that this was also a "planned outage" but, again, no notice was given and we didn't even receive an email an hour after it started this time.
I am pleased to end on a positive note, which would have earned an upgrade in my review had it not been for that reply: I have now had several telephone conversations with Liam at FF support and found him friendly, helpful (and, when appropriate, apologetic); he has also been efficient and pro-active: so much so that he and his engineer colleagues have solved my problem with substandard line speeds. And the moral of this story is: be more Liam!