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... Ver mais
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Veja o que dizem as avaliações
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... Ver mais
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... Ver mais
A empresa respondeu
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... Ver mais
A empresa respondeu
Detalhes da empresa
Escrito pela empresa
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.
Informações de contato
19-21 Great Tower Street,, EC3R 5AR, London, Reino Unido
- 0333 305 7560
- hello@fusionfibregroup.co.uk
- fusionfibregroup.co.uk
4,1
Muito Bom
658 avaliações
Respondeu a 62% das avaliações negativas
Normalmente responde dentro de 48 horas
Como esta empresa usa o Trustpilot
Veja como as avaliações e classificações são obtidas, pontuadas e moderadas.
Fake prices on MS3 comparison site
On the MS3 comparison site it says 500mb for £25.99 but when you go to their website it the price increases to £31.07. Shocking tactics
1 de novembro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hello,
Thank you for taking the time to leave a review. We are sorry for any confusion caused by the difference in pricing you noticed. The price shown on our website is correct, and we have shared your feedback with our sales team so this can be reviewed with MS3.
We really appreciate you bringing this to our attention and apologise for any inconvenience caused.
Kind regards,
Fusion Fibre Group
A Priceless gem in Fusion Fibre
What an absolute pleasure it was speaking to Liam today and finally getting reconnected to the internet after a week of frustration and empty promises. Liam took the time to talk me through getting reconnected and back on line explaining the different wires etc and the purposes of them. He also ensured I was connected to the tv too.
He's an absolute priceless asset to Fusion Fibre. He went the extra mile to ensure I was happy and fully connected again. This is what customer service is about and would definitely ensure your company succeeds above all the other major players in the market. Well done Liam Keep up the good work and hope the otherw will follow you.
31 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Barbara,
Thank you for such a fantastic review. We are delighted to hear that Liam took the time to talk you through everything, got you back online and made sure your TV was connected too. It is great to know his patience and extra effort helped turn a frustrating week into a positive experience.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Frustrating!
We had our fibre fitted at the end of August and since then we have had 4 instances where the Internet has not been available in our house. 1st time, resolved by swapping the ports on the DECO unit. 2nd time, resetting everything, which took ages to resolve, over 2.5 days of no Internet and people not ringing back. Over an hour setting up all the house's DECO units, Alexas, laptops etc. 3rd time, I was advised to go to Tesco and buy a new ethernet cable, 16 mile round trip, but changing the cable worked. 4th time now! Power cut and I knew I'd have to spend ages on the phone again! I managed to ring sales, not tech, this morning and the phone was answered straightaway! Now waiting for someone to ring me back. 4 incidences in 2 months, meaning we're not able to access online work meetings, emails etc unless we do it on phone data. Can't even use the TV as we have a firestick and no Internet! The tech team staff are lovely and helpful, knowledgeable and efficient but surely we don't have to go through this process every time there's a powercut?? Hours on the phone, resetting equipment, reconnecting every device...this isn't "full fibre broadband you can truly rely on" as your advertising says!
1 de novembro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hello,
Thank you for taking the time to leave a review. We are very sorry to hear about the repeated connection issues you have experienced since your installation, and we completely understand how frustrating this must be for you.
As we are unable to identify your account from your Trustpilot name, please could you get in touch so we can look into this further and get things resolved as quickly as possible. Our team will be happy to help, and you can reach us on 0333 305 7560.
We really appreciate your positive comments about our team and would like the chance to review your setup to help prevent this from happening again.
Kind regards,
Fusion Fibre Group
My experience was excellent
My experience was excellent. Ronan was tremendous and nothing was a trouble. He was very helpful in all respects.
Liam could not have been more courtious and polite. A pleasureto have in my home.
The young man who put the cable in was also very pleasant and helpful.
Stephanie in your local office was also a wonderful help and very pleasant indeed.
23 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi George,
Thank you for the great review! We are delighted to hear that you had such a positive experience and that Ronan, Liam, Stephanie and the installation engineer all made a great impression. It is lovely to know the team were helpful, courteous and a pleasure to deal with throughout your installation.
We will make sure to share your positive feedback with everyone involved. If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Very helpful
Everything happened as it should. Both Liam and Nathan were very helpful and made the process painless
27 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Angela,
Thank you for the great review! We are delighted to hear that everything went smoothly and that both Liam and Nathan were so helpful throughout the process. We will be sure to share your positive feedback with them.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Liam was so helpful and patient
Liam was so helpful and patient with me, he provided a first class service, back up and running in no time.
THANK YOU LIAM.
28 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Jennifer,
Thank you for the great review! We are so pleased to hear that Liam was helpful, patient and provided first-class service to get you back up and running so quickly. We’ll be sure to share your kind words with him.
If you ever need anything else, we are always happy to help.
Thanks again,
Fusion Fibre Group
Top Notch Service
Top notch service, Liam was really friendly and put me at ease with my issue, even giving me a callback after his shift had ended to make sure my issue got fixed.
Fantastic work
27 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hello,
Thank you for the fantastic review! We are delighted to hear that Liam provided such top-notch service and went the extra mile to make sure your issue was resolved, even after his shift ended. We will be sure to share your kind feedback with him.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Unhappy
Is there a where i can say
My peace without a bad review pls?
21 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hello,
Thank you for reaching out. We are sorry to hear that you are unhappy and would really like the chance to understand what went wrong and make things right.
You can contact us directly by calling 0333 305 7560. A member of our team will be happy to listen and help resolve any issues you have experienced.
Kind regards,
Fusion Fibre Group
Excellent knowledge and service
16 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Stephen,
Thank you for the great review! We are so pleased to hear you were happy with the knowledge and service you received. We really appreciate your feedback and support.
Thanks again,
Fusion Fibre Group
That there's someone at the other end of the phone to help with a technophobe like me
Liam,the lad that helped me was great ,he put me at ease, he was funny, he was very helpful and very polite
16 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Neil,
Thank you for the fantastic review! We are delighted to hear that Liam was able to put you at ease and make the experience both helpful and enjoyable. 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
liam was brilliant very attentive
liam was brilliant very attentive, knows their stuff very well and was an overall great experience
15 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Kieran,
Thank you for the fantastic review! We are delighted to hear that Liam was attentive, knowledgeable and made your experience such a positive one. We will make sure to share your feedback with him.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Generally a good company
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 to fusion fibre and not one has been acknowledged at all. Based on some reviews I don't think I'm the only one. If no improvement then I might have to consider deactivating my service
Update: very satisfied with response to my review I am going to continue to use the services for the foreseeable future
13 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hello Caroline,
Thank you very much for taking the time to leave a review. We are pleased to hear you are happy with the service, and we are sorry your emails have not been responded to quickly. Our team is working hard to get through messages as quickly as possible.
We recommend calling us on 0333 305 7560 if you have a fault or an urgent query, so we can resolve it straight away. We will also be introducing a Live Chat service in the coming months, giving you another quick and convenient way to reach us in real time.
Kind regards,
Fusion Fibre Group
Quick Resolution…
Megan knew my issue and had it resolved in the shortest time possible
9 de outubro de 2025
Avaliação não solicitada
Resposta da Fusion Fibre Group
Hi Mike,
Thank you for the great review! We are delighted to hear that Megan identified the issue quickly and had it resolved in the shortest time possible. We will share your positive feedback with her.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
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!
4 de outubro de 2025
Avaliação não solicitada
Resposta da 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.
2 de outubro de 2025
Avaliação não solicitada
Resposta da 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
2 de outubro de 2025
Avaliação não solicitada
Resposta da 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
1 de outubro de 2025
Avaliação não solicitada
Resposta da 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
29 de setembro de 2025
Avaliação não solicitada
Resposta da 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.
1 de outubro de 2025
Avaliação não solicitada
Resposta da 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
30 de setembro de 2025
Avaliação não solicitada
Resposta da 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
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