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.
Liam and Tegan was very attentive…
Liam and Tegan was very attentive ensuring I understood the full process and continue to check up upon me. Great service and insured that the issue was fully understood.
20 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Lucy,
Thank you for the wonderful review! We are so pleased to hear that Liam and Tegan were attentive, kept you updated throughout the process, and made sure everything was clearly explained.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Thank you Liam! :)
Thank you Liam- liam was so helpful!! I couldn’t get access to WiFi in my new apartment and he got it sorted as quick as he could and it’s all done now. He was super friendly and explained everything clearly for me and had a lot of patience waiting for my app to install! Thanks again for excellent customer service.
19 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Ben,
Thank you for the fantastic review! We are so pleased to hear Liam was friendly, patient, and able to get the Wi-Fi up and running quickly in your new apartment. 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
Problem resolved but not immediately
I had a problem and after contacting support was told I would be contacted the following day. I was contacted but it was three days later, however, the lady was attentive, understanding and helped me resolve the issue within 20 minutes.
On the whole I am happy with the service and have recommended them to friends and family.
18 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi there,
Thank you for taking the time to leave a review. We are sorry to hear there was a delay in getting back to you, but we are pleased our advisor was attentive and able to resolve the issue quickly once you were in touch.
It is great to know that overall you are happy with our service and have recommended us to friends and family. If you ever need further support, we are always here to help.
Thanks again,
Fusion Fibre Group
The lady I spoke to was very patient…
The lady I spoke to was very patient with me and gave me clear instructions to enable my new broadband to be connected. Thank you
15 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Martin,
Thank you for the great review! We’re so pleased to hear our advisor was patient and able to guide you clearly through getting your new full fibre broadband connected. We’ll be sure to share your positive feedback with the team.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Reply from Fusion Fibre Group
Hi Mrs J Bailey,
Thank you so much for your kind review! We are so pleased to hear you found our team helpful. If you ever need anything else, we’re always here to assist.
Thanks again,
Fusion Fibre Group
Extremely helpful
Extremely helpful, very polite. Took my through each step perfectly
11 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Shanta,
Thank you for the great review! We are delighted to hear our team was extremely helpful and polite, and that we could guide you through each step perfectly. We will share your kind feedback with the team.
If you need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Tiegan Was excellent in providing…
Tiegan Was excellent in providing support and had great patience in the whole few telephone conversations. She get a A * from me and well done 👏🏼
8 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi there,
Thank you for the fantastic review! We’re so pleased to hear that Tiegan provided excellent support and showed such great patience during your calls. We’ll be sure to share your A* feedback with her.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Don't trust Fusion Fibre
Fusion Fibre? more like Fusion Liar!
I was installed on 19th June 2025. The installers left just after lunch and by Tea Time the connection was down.
I tried contacting Fusion Fibre and was promised a call back which never came so I rang the next morning and eventually they sent someone out to replace the "New" ONT.
I was told that I would receive the first bill by email or I could see it on the portal.
They sent me log on details to the portal but I can never log on, it sends me a six digit code, or so it says.
I have had no access to the portal from day one.
I have contacted them four times now and still no bill or access to the billing portal.
I was told by Liam that my installation wasn't confirmed until 1st August so I wouldn't have to pay for that period. 19-06 thru 01-07.
Yesterday I phoned again and have now been told they don't have a portal and by the way I am two months in arrears. Really?
I am cancelling because of this. Going back to Starlink. They may be expensive but at least they can bill you correctly and their portal works. Not happy at all.
5 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hello,
We are really sorry to hear about the issues you experienced following your installation, and we appreciate you taking the time to share your feedback.
We understand how frustrating this situation must have been, and we sincerely apologise for the confusion and lack of communication you encountered. We are continuing to improve our internal systems, including how we manage billing and customer communications, to help prevent situations like this in the future.
If you ever decide to try our service again, we are confident that the improvements we have planned will provide a much smoother and more reliable experience. We truly value your feedback and hope we might have the chance to make things right down the line.
Kind regards,
Fusion Fibre Group
New installation
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 speed has increased by at least X10 both upload and download now match. Early days but the grandkids are very happily on line with no buffering or arguments!
1 August 2025
Unprompted review
Reply from Fusion Fibre Group
Hi John,
Thank you for the great review! We are delighted to hear your installation in Hedley went smoothly and that the team were helpful with your custom router setup. It is fantastic to know you are already seeing a major speed boost, and that the grandkids are happily online without any buffering!
If you need anything in future, we are always here to help.
Thanks again,
Fusion Fibre Group
Kind staff and very informative know…
Kind staff and very informative know what they talking about, great help
30 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Cecil,
Thank you for the great review! We're so glad to hear you found our team kind, knowledgeable, and helpful. It is always our goal to provide clear and friendly support, so it’s lovely to know that came through.
If you ever need anything else, we’re here to help!
Thanks again,
Fusion Fibre Group
A bad experience became a good one
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 but once I started talking to Liam, things moved quickly. He immediately understood what was happening and sent me a new piece of equipment in the mail. He was tracking the parcel so knew when it had arrived and within 45 minutes everything was sorted and I was up and running. Liam was easy to talk to, he spoke slowly and clearly and was very patient. Even for someone like me who has no IT knowledge, it was easy to follow his instructions and it was like magic when suddenly, everything started working. Many thanks for your patience, Liam.
30 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Sonia,
Thank you for taking the time to leave a review. We're very sorry to hear that your connection didn’t go as expected at first, but we’re so pleased Liam was able to turn things around quickly and get everything running smoothly.
It’s great to hear he made the process clear, patient and easy to follow. We’ll be sure to pass on your feedback, and if you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Excellent personable service.
Easy to get through to support. Spoke to four people over on ongoing issue. All genuinely listed to the problem experienced and were a pleasure to speak to. Equipment required sent promptly at no cost.
A bit early to know if the problems have all been resolved but reassured those spoken to are committed to fixing it!
29 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Martin,
Thank you for your detailed review! We're really pleased to hear that our support team was easy to reach, attentive, and a pleasure to speak to throughout your experience. It's great to know the replacement equipment arrived promptly and at no cost.
We understand it may take a little time to be sure everything’s fully resolved, but please rest assured that we're committed to seeing it through. If you need any further support, we're always here to help.
Thanks again,
Fusion Fibre Group
Megan was Brilliant
Megan the lady we spoke to was brilliant, explained everything we needed to do, step by step to get us back online, very helpful
28 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Tracey,
Thank you for the great review! We are so pleased to hear that Megan was brilliant and guided you through everything step by step. We'll be sure to share your kind feedback with her.
If you need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Great customer service by Liam
Great customer service by Liam, very efficient and professional. Due to change the address I had to close the account but I would definitely recommend this provider. Liam explained everything I needed to know and answered all my questions. Very pleasant experience, top notch.
24 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Anna,
Thank you for the positive review! We are so pleased to hear that Liam made your experience smooth and informative, even while closing your account. We would be delighted to welcome you back if your circumstances change in the future.
Thanks again,
Fusion Fibre Group
Really polite & helpful
Really polite & helpful. Easy to communicate with. Really recommend
24 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Lauren,
Thank you so much for your review! We are so pleased to hear you found the team polite, helpful, and easy to communicate with. Your recommendation means a lot to us.
If you ever need anything, we’re always here to help!
Thanks again,
Fusion Fibre Group
Great help solve the issue in just a…
Great help solve the issue in just a few minutes!
23 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Ludovit,
Thank you so much for your review! We’re really glad we could resolve the issue quickly for you, that’s exactly what we aim for.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
Great customer service
Liam knew his stuff.....an expert. Made things very easy to get back connected. A topman, credit to the company.
22 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Lee,
Thank you so much for the fantastic review! We are delighted to hear that Liam made the reconnection process easy, and got you back online without any hassle. He is a real credit to the team, and we will be sure to pass along your positive feedback.
If there is anything else you need, we’re always here to help.
Thanks again,
Fusion Fibre Group
just rung the number & spoke to some…
just rung the number & spoke to some guy, i asked him a few questions after giving him some info 1st but he clearly wasnt listening to what i was saying! he wanted me to sign up with them.. EEEEERRRR NO!!! i wanted answers to questions 1st..
21 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Mark,
Thank you for your feedback. We are sorry to hear about your recent experience. It is important to us that every enquiry is handled with care, and we regret that you felt like your questions were not being heard.
If you are still considering joining us, we would love the chance to answer all your questions properly. Please feel free to give us another call and select Option 1, and our team will be happy to help. To provide an accurate quote, we will just need your full address, email, and phone number.
We appreciate you taking the time to share your experience, and we hope we can assist you better next time.
Thanks,
Fusion Fibre Group
10/10 customer service
Nathan was incredibly helpful and patient as he walked me through the multiple set up stages. 10/10 for customer service!
19 July 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Hannah,
Thank you so much for your wonderful 10/10 review! We're delighted to hear that Nathan was both helpful and patient throughout your setup. We’ll be sure to pass it on to him.
If you ever need anything else, we’re always here to help!
Thanks again,
Fusion Fibre Group
Reply from Fusion Fibre Group
Hi there,
Thank you for taking the time to leave a review! We're so glad to hear you had an excellent experience with our technical support team. Patience is something we truly value, so it’s wonderful to know it made a difference.
If you ever need assistance again, we're just a message away!
Thanks again,
Fusion Fibre Group
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