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
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Exceptional service!
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 not have done more to improve the WiFi signal in our house which has very thick walls! Fusion Fibre even applied for and gained listed building consent for the instal for us! Many thanks!
19 November 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Neal,
Thank you for your review. We are delighted to hear that Stephanie provided great support with your contract and administration, that Liam took care of the installation, and that our support team were able to improve your Wi-Fi signal even with very thick walls.
We are also pleased that the listed building consent process was handled smoothly for you as part of the 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.
Many thanks,
Fusion Fibre Group
Absolutely shocking service
Absolutely shocking service
Ordered internet to my home over 3 weeks ago . Openreach installer came to install last week , but couldn’t as fusion haven’t sent me the router out . After calling every single day this week I’m just told sorry someone will call you back
Useless phone calls because nobody is bothered , I cancelled my other broadband the same day I was meant to get installed from fusion . Total waste of time and get nowhere when calling customer service
Would give 0 stars if I could . Avoid!!!
24 October 2025
Unprompted review
One of the most helpful and respectful…
One of the most helpful and respectful people I've spoken to need more people like him working for fusion fibre
11 November 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Daniel,
Thank you for the great review! We are delighted to hear that you had such a positive experience and that our team made such a fantastic impression.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Liam handled our problem (accidental…
Liam handled our problem (accidental severing of the fibre), occurring late on a Friday afternoon, and managed to arrange for an engineer to come out the following morning. He took my call and checked the information then said he'd look into it and get back to me in a few minutes. Unlike many support services, this is exactly what he did!
The engineer was great, too. Nothing too much trouble for him and had us up and running in short order. We had dreaded having a long period of disconnection and were pleasantly surprised and most grateful with the speed and efficiency of the service.
1 November 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Chris,
Thank you for the fantastic review! We are so pleased to hear that Liam was able to arrange an engineer visit so quickly and that your connection was restored without delay. It is great to know both Liam and the engineer provided such efficient and reliable service, especially late on a Friday.
We will make sure to share your positive feedback with the team. If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
Second Loss of Service in 1 week
For the second time in one week, we have an area wide Loss of Service event. Fusion are the resellers for Freedom Fibre's network. The updates from customer service are nonexistent. They say you can contact them 7 days a week, but on a Sunday it's just a virtual PA who takes a message and fills in a form.
I am actually still waiting for a response / update from Tuesday's outage which took 24h to repair and now it's down again. Personally if you're considering switching to them, it's cheap and normally works well delivering good speeds, but the fact their out of hours service and general support is non-existant, you'd need to think carefully. I accept network things happen, but at least have the willingness to respond quickly to customers.
9 November 2025
Unprompted review
Reply from Fusion Fibre Group
Hello Paul,
Thank you for taking the time to leave a review and share your experience. We are very sorry for the disruption you have faced and completely understand how frustrating it is to lose service twice in such a short time.
The recent outages were due to network faults on the Freedom Fibre infrastructure in your area, which affected multiple customers. Our team remains in close contact with their engineers during these incidents and works to share updates as soon as they become available. We know communication delays can be frustrating, and improving how we keep customers informed during service interruptions is a priority for us.
We truly appreciate your patience and feedback, and we hope your service has since been restored to normal.
Kind regards,
Fusion Fibre Group
Liam was extremely helpful.
Liam was extremely helpful.
Very knowledgeable.
Solved my problem quickly and efficiently.
4 November 2025
Unprompted review
Reply from Fusion Fibre Group
Hello,
Thank you for the fantastic review! We are delighted to hear that Liam was helpful, knowledgeable and able to resolve your problem quickly and efficiently.
If you ever need anything else, we are always here to help.
Thanks again,
Fusion Fibre Group
They never get back to you
They never get back to you — you call up needing support, they take your details and say they’ll pass your message on and someone will be in touch to help you out, but they never are. I’m still without internet after a week of signing up with them, partly because the router took so long to be delivered and partly because even after it was, they didn’t send me the necessary activation email that’s required as part of the setup process. I’ve been calling all week and they just don’t get back to you, even though it’s an urgent matter as I work from home.
2 November 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Jordan,
Thank you for taking the time to leave a review. We are very sorry for the delay you experienced getting connected and for the frustration this has caused. We believe this may now be resolved, but if you are still having any issues, please give us a call on 0333 305 7560 so our team can look into it straight away.
We really appreciate your patience and understanding and would like to make sure everything is now working smoothly for you.
Kind regards,
Fusion Fibre Group
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 November 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 November 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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 October 2025
Unprompted review
Reply from 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
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