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
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Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
I called Fusion Fibre to query the amount payable on an invoice I received today (16/1/2026). The amount quoted exceeded what I was expecting to pay following my renewal 24 month contract. I spoke to... See more
What made my experience worth the 5 stars? Well as most of us do we dread having to call up any form of customer services it’s generally more frustrating than necessary! But the lady I spoken with (fo... 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
4.0
Great
671 reviews
No recent history of asking for reviews
This company hasn't invited customers recently, so reviews may not be representative
Replied to 40% of negative reviews
Typically replies within 48 hours
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Struggled to set my Wi-Fi up rang…
Struggled to set my Wi-Fi up rang fusion spoke with a girl named Megan absolutely fantastic service provided with support talked me through set up process really good felt comfortable just brilliant thank you Megan
September 10, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Samantha,
Thank you for the brilliant review! We are so pleased to hear Megan was able to guide you through the setup process and make everything clear and comfortable. We will 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
Service Delay and Lack of Response
I ordered their installation in July, but they didn’t complete the setup. Even in September, the setup was still not completed. Whenever we called them, they said they had created a ticket and would contact us, but they never did. I always had to keep calling them for updates, and their team was really pathetic at responding.
September 6, 2025
Unprompted review
Reply from Fusion Fibre Group
Hello,
We’re very sorry to hear about your experience and the delays you faced with your installation. We understand how frustrating it must have been to wait and to feel you weren’t receiving the updates you deserved. We’re actively improving our internal systems to help prevent situations like this in the future.
If you decide to try our service again, we’re confident the improvements we’ve put in place will provide a much smoother and more reliable experience. We truly value your feedback and hope we have the chance to make things right.
Kind regards,
Fusion Fibre Group
The call handler was fantastic she…
The call handler was fantastic she dealt with my issue professionally and with care giving fantastic customer service great work thank you
September 4, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Gary,
Thank you for the great review! We’re so pleased to hear our team resolved your issue with professionalism and care. It’s wonderful to know you received such fantastic customer service, and we’ll be sure to share your feedback with the team.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
This is amazing company
This is amazing company. They always go above and beyond especially tonight. I have health issues and needed a lot of time. The agent was patient and calm and went at my snails pace to get me up and running again.
They always answer. There always helpful and polite and efficient. An A Star company.
September 3, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Lisa,
Thank you for such a wonderful review! We’re delighted our team could give you the time and support you needed to get everything back up and running. It’s also great to hear that you have consistently found us helpful, polite and efficient. We’ll be sure to share your kind feedback with the team.
If you ever need help again, we’re always just a call away.
Thanks again,
Fusion Fibre Group
Why the 5*
What made my experience worth the 5 stars? Well as most of us do we dread having to call up any form of customer services it’s generally more frustrating than necessary! But the lady I spoken with (forgot her name) was really helpful sorted my issue/ query within 10mins or so.. and was patient with me which is a first as I’m normally already frustrated prior to calling any one 😂
August 28, 2025
Unprompted review
Reply from Fusion Fibre Group
Hi Nicola,
Thank you for the fantastic 5-star review! We completely understand how frustrating it can feel to call customer service, so we’re delighted to hear our advisor was able to resolve your query quickly and with patience. We’ll make sure your feedback is shared with the team.
If you ever need anything else, we’re always here to help.
Thanks again,
Fusion Fibre Group
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.
August 20, 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.
August 19, 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.
August 18, 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
August 15, 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
August 11, 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 👏🏼
August 8, 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.
August 5, 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!
August 1, 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
July 30, 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.
July 30, 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!
July 29, 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
July 28, 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.
July 24, 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
July 24, 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
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