Fusion Fibre Group Avis 

Luke handled my billing query perfectly, took 5 minutes and we had everything resolved with the direct debit setup on the best date possible 10/10

Not worth a penny!!! 2 weeks of no internet connection and let me guess they will still take the monthly fee???

He was amazing and very professional he did his job excellently

Very helpful very professional and a very good listener very good service

Luke was fantastic! Solved my problem super fast and even took the time to give me some helpful tips. Even at this late point in the afternoon with a happy, patient, kind, positive and friendly attitude. Star representative!
Thank you Luke! 🌟🌟🌟🌟🌟

Absolutely disgusting service from start to finish. I would seriously advise anyone who is thinking of joining them to reconsider. They have no service help out of hours or over weekends you are just left. They also do not keep their promises. They fob you off with false advice then day there is nothing they can do. BUYER BEWARE

After a router failure Luke Burton skilfully managed to guide me through the maze of getting reconnected, no mean task with a 82 year old on the line. He was very patients and understanding, without him I could not have reconnected Fusion, Many thanks Charlie

I am a very oldie…… in 80s… but this FF helper was unusually patient and helpful.
An I phone had to be used( which Ihavent mastered and ,of course,an internet failure neans I couldnt use my I Pad to download the App…… Catch 22) but a grandchild was summoned and that wonerful helper guided him through the process to reset the Router after multiple power cuts.

They used to be good, so much better than my previous internet provider. Recently things have taken a turn for the worse. In the last 3 weeks I’ve had 3 outages, one lasting nearly a full week. Customer support wasn’t very supportive, I had to chase them for 4 straight days to try & get answers. In the middle of all this, I received a bill for 2 months service instead of the promised free month for the previous outage. Their response? “Sorry, but can you take the hit this month, next month is then paid for & your free month is after that?” Which magically became a one month bill again, and eventually the free month. I really wouldn’t bother signing up to these if you’re looking for a new provider

Luke was extremely helpful and understanding and spent time helping with my query.
He offered advice too.
Thanks to him I felt better after the call.

The service is terrible, they say the phone office is open from 08:00-20:00 Monday to Friday and it’s a Tuesday at 18:00 and the automation says they’re closed

Great customer service. Resolved my issue. Thanks to Luke for great service and help.

After the recent 2-day outage highlighting poor contingencies in the company you would think they would be all over their customer service.
You wait on the phone 20mins+ - no answer
You send multiple emails to support - no replies
You send emails to actual people, cc'ing support - still no replies
You tell them you've switched to another supplier - still no reply
The system sends you messages that aren't relevant and then the support system sends a message that the tickets are closed with a 'how do you rate the service' - had to laugh at that one!

The customer service is diabolical, they don't respond, they don't send aknowledgment you've paid your bill, will send numerous threats of disconnection even 2 weeks after bill paid, call them to be told oh yes the system hasn't been updated, how many people are they ripping off, some will pay again, they need to sort it out, every month I have to ring them when receive unpaid bill emails, to tell them it's paid

Customer support is unfortunately non existent. The phone is never answered so impossible to even register a problem let alone get it resolved. Very disappointing.

No internet service for 3 days. I tried calling technical support daily and after 30 minutes each time no one answered. I call immediately back today and select 'new sales' as the option and the phone is answered within 3 rings. (The staff member in sales told me to call back later). So they have staff for new potential sales but not for when things go wrong.

Fusion Fibre often has internet failures. They should send a text or email to all customers immediately so that people aren’t wondering where the issue lies and they should keep people updates as to progress and ETAs for resolution……. but they don’t and it’s very frustrating. I have only just got through to the helpline (1pm) after trying all morning and the girls in the phone are sooooo frustrated as they have already suggested the foregoing to their management, but have been ignored. I’ll see how this outage goes and am ready to switch to Quickline. We shall see.
Update 6 hours later. Still no internet and still no communication, even though I was promised and email 5 hours ago. Although they have a major outage they have closed their support line to calls three hours before their advertised closing time: given the circumstances you’d think they would hold the lines open beyond the norm surely !! What a poor way to treat one’s customers. It’s like they’ve either forgotten or don’t care that people can easily s itch provider. The management there need a huge rocket up their backside

No Internet. No Sunday support. Wait times of over 30 minutes. Calls not answered. No communication. Others in the locality are down so must be a wide issue. So why not communicate with your customers? Cheap, but there's the reason I guess. When it works it's good , but when it doesn't - tough it appears.

Edit: So FF FINALLY confessed to their poor customer service and offered us (& others) a free month of service. Just had an email from them saying the August DD would be...wait for it ...twice the usual amount. Come on FF get your bloody act together. It would be funny if it wasn't so bad.

I had a great experience with fusion fibre they helped me as much as possible to get me back up and running and then give me a call back to check if everything was ok great company

Megan was amazing and very helpful to speak too she made me feel very comfortable in what I was trying to do in order to set up my WiFi as I was having struggles with it. Thank you so much!!!