Fusion Fibre Group Reviews 

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!

Elle was able to answer my many questions promptly & in a way I could understand. A First Class service from start to finish.

I couldn’t figure out how to set the router up, Megan was really helpful and changed passwords into simpler ones and talked me through every step and it was done within minutes. Very polite lady and very helpful!

Every person at Fusion Fibre that I have encountered from the initial contact, via the installation, to the subsequent “paperwork”, has been friendly, efficient and professional. So often people only contact companies to complain .. I wish to applaud. All in all, a pleasant experience.

I live in stocksfield area and fusion fibre has changed my way of Internet its brilliant

I could never get Internet in my back garden with other Internet providers now I can even at the bottom of the garden... its absolutely brilliant never had any issues and customer services are brilliant.

The customer support person was extremely helpful and understanding. She helped me sort out all my issues and answered all my questions promptly. She really made a huge difference in making the situation a lot easier for me.

I have just renewed for another 2 years. Excellent customer service from Elle, who could not have been more helpful.

Megan was fantastic today. So patient and clear. Took time to go through even the basics carefully with me. Thanks so much

This was my initial contact with Fusion Fibre and it was excellent. Ellie my contact went through everything very clearly and patiently. Now just awaiting next stage in process, but very impressed so far.

Very helpful and nice to talk to and did very best to help me
(nothing worse than getting somebody with an attitude)

Absolute chaos, the left hand doesn't know what the right hands doing. 5 days of phonecalls, 3 days off college, all because they couldn't get the internet to activate, firstly blaming the engineer, then a fault on the line. The dishonesty and incompetence from this company has been astounding. Approach with caution.

Liam helped me out went extra mile and sorted the job! GO ON MY SON SOME BOY YOU LIAM 🕺🏼🕺🏼🕺🏼🕺🏼🕺🏼🕺🏼🕺🏼

We have had fusion fibre for 3 years now and we haven't had any issues, that's with a fire stick and an Xbox also phones running at the same time, my contract has ended and I am happy to renew this is a great service provider and would definitely recommend them

It took a very long time to get through, but once my call was answered the chap on the other end was very helpful and friendly and my technical issue (loss of internet) was resolved

Liam was so good he was patient and understanding of my lack of tech savvy knowledge. He helped me get my internet back on

Liam was very help in resolving my complain.

Liam answered my query in a pleasant,calm and well-detailed manner.

I have just renewed my contract with the Fusion Fibre Group. I have not had any issues, received communications from them of planned outages and now have another 2 year contract that has reduced in cost when everything else has increased. Elle was very helpful in ringing me back and giving me the information I needed to chose the best option. Highly recommended

The internet from FusionFibre in the Cheshire area towns in the title is great ( after building the network infrastructure in these rural areas was finished ).

Recently called Customer Services to change the name on the account ( not just the direct debit details, so not quite a usual request ) and it was expertly handled by "Kevin" who checked back several times to keep me informed of the progress of said change.

Ultimately very happy with FusionFibre fibre optic service over the ASDL service which is our only other choice in our rural area. 100 Mb/s instead of 15 Mb/s is no contest really.

Anyone complaining now about FusionFibre in our Crowton and Kingsley area probably doesn't understand the importance of where to position their router in their house to maximise WiFi coverage.

Had F F installed in late October 2024, encountered some problems, caused, in part, by Sky (my previous supplier), F F dragging their feet and probably my own lack of technical knowhow. Somehow I was paying both Sky and F F. On the plus side, since dealing with Stephanie Ross at F F all problems involving both Broadband and Phone have been dealt with in a timely efficient manner, both services now
working well. Stephanie also arranged a very welcome credit to my account. I'm now saving a tidy sum compared to what I was paying Sky. Thank you Stephanie.
Laurie, Stocksfield 28/2/2024