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Below you’ll find answers to the most common questions you may have. If you still can’t find the answer you’re looking for and need more support, just contact us!
Our Support Team is available 7 days a week. If you experience any issues or have questions about your service, please email support@fusionfibregroup.co.uk or call (0333 305 7560). If you contact the team during business hours (see below), we will endeavour to resolve your issue within two hours. You will receive a confirmation email once someone in the team has picked up your request.
If you’re experiencing issues outside of business hours, a member of staff will take down your information and forward it to the team who will action it on the next business day.
Our office-based Sales and Accounts Teams are open from 9:00 am to 5:30 pm on Mondays to Thursdays, and from 9:00 am to 5:00 pm on Fridays.
Our UK-based support team is available from 8am to 8pm, Monday to Friday, and 9am to 5pm on weekends.
Although we pride ourselves on offering an ultra-reliable service, by the very nature of broadband, your internet speeds will vary from time to time. If you notice a dramatic change in speed, you can find a few helpful tips on to improve your speed here.
If you don’t see any improvement please get in touch with our support team via support@fusionfibregroup.co.uk – they will be happy to answer any questions you may have.
Try turning it off and on again. We know it’s the classic go-to IT fix, but it really can do the job! It gives the connection a chance to breathe and ensures all cables are properly connected.
If you’re still having difficulty, unplug the router for at least 5 minutes and try turning it on again. If that doesn’t help or you have any further questions, call our Support Team up on 0333 305 7560. Be sure to stand near the router if you can, the colour of the lights will help our team find the cause of the issue!
First, complete the ‘network optimisation’ which can be found on the TP Link DECO app. This helps your connection find the best possible signal and should improve the WiFi in your home. Secondly, try enabling ‘faster roaming’ which can be found in the advanced settings section in your app. This will give your WiFi the extra boost it needs!
WiFi reach and speed is often determined by the size of your home and its construction. If you live in a larger home, you may experience ‘WiFi dead spots.’ Not to worry! This can be easily resolved by getting additional TP Link DECO units to extend the reach of WiFi throughout your home (mesh network).
These additional devices connect via the existing WiFi network from your router to extend the network and create what we call a mesh network.
A mesh network is built to eliminate dead zones in the home and provide uninterpreted WiFi throughout your property. Instead of a router broadcasting from a single point, this modern technology allows WiFi to have multiple access points.
You can buy the additional TP Link DECO M4 units by emailing our support team at support@fusionfibregroup.co.uk. Please note these units can be purchased at other retailers.
Although we strive to provide a seamless service, and full fibre broadband is a lot more reliable than standard ADSL broadband, occasional outages are unavoidable.
If you’re broadband is not working as usual, please contact our support team to log a fault. You can do this online, by emailing support@fusionfibregroup.co.uk or by calling 0333 305 7560.
Once receiving this notification, our support team will work diligently to get your network back up and running.
We’re more than happy to increase your broadband allowance during your contract term. Please note that this will come at an additional cost (depending on the package you choose). To arrange the upgrade, or if you have any questions about the how upgrading your package might benefit your household – please get in touch with our team on 0333 305 7560 or email sales@fusionfibregroup.co.uk.
You will have received your most recent bill by email. If you’d like us to resend it, please contact our Accounts Team on 0333 305 7560 or (accounts@fusionfibregroup.co.uk).
To change the date of your direct debit, or for any questions regarding updating your billing information please contact our Accounts Team on 0333 305 7560 or (accounts@fusionfibregroup.co.uk).
Our terms and conditions, as well as all our other policies, can be found here.
For anyone using a VPN, external devices or websites that have to remember your IP address, a dedicated IP address might be for you.
For just an additional £5 per month, you can add your own IP address to your broadband package. Find out more by contacting sales@fusionfibregroup.co.uk.
Now that you’re connected to Fusion Fibre Group, you will need to make some changes in the settings of your Sky Q. Head over to the Sky Help Centre and follow their steps to set up your Sky Q box with a non-Sky router.
Following this, you can turn your Sky Mini boxes into WiFi boosters! Just follow the simple instructions here.
HALNY UNIT (ONT): Termination points for the external fibre connection, also known as a modem or an ONT (Optical Network Terminal). This is normally just inside internal wall to where your fibre meets the property.
ROUTER: Your ONT connects to your router via an ethernet cable. The router is technically called an ‘ONU’ or wireless access point. You will connect to this to access the internet either via a cable or wirelessly (most people connect via wireless). You can connect multiple routers to extend the wireless network in the property (this is often referred to as a mesh network).
If you purchased a phone (VoIP) handset, you may also have the following:
YEALINK BASE STATION: This connects to your router via an ethernet cable and is what your wireless handset will connect to in order to receive and make calls.
YEALINK WIRELESS PHONE: The same as any other wireless phone. This will connect to the base station and allow you to make inbound and outbound phone calls.
We do everything we can to make sure our customers get the best products and service possible. However, sometimes we may not get things right the first time. When that happens, we want you to tell us what went wrong so we can put matters right.
If you would like to make a complaint, please email: complaints@fusionfibregroup.co.uk.
Read more about our complaints handling procedure here.
You will be sent your new VoIP handset and base station after your full fibre installation is completed. Our team will send the phones using 24-hour tracked post with Royal Mail within 48 hours after you’re connected to full fibre broadband (unless you’ve opted to transfer your current number). Please note, that if your installation takes place on a Friday, the handset will be dispatched the next working day.
If you are transferring your current number, it will be shipped up to 10 working days following your installation. Please see ‘Transferring my current number’ below.
Firstly, you’ll need to unpack the contents of the box and plug the base station into a power socket near your router. You will then need to connect the base station of your new handset to the router’s ethernet port using the provided ethernet cable. Then turn the power on.
When powered on, the handset will then synchronise with the base station automatically. The manual provided with your new handset will include more details on the set-up process.
If you are transferring your current phone number across from your previous provider (a process referred to as number port), please be aware that this transfer process can take up to 10 working days. As soon as your number has successfully ported, we will send out your new handset(s).
If you want your number to keep your current home phone number, and you haven’t already indicated this during the sales process, please contact our team at sales@fusionfibregroup.co.uk.
Visit ‘settings’ on the handset. Scroll down to ‘option 6’, select ‘register’ while simultaneously pressing the circular button on the base station. This will link the two devices.
Dial *96 (star ninety-six) on your handset and then type 0000 if you’re prompted to enter a password. This will give you access to your voicemail.
If you’ve seen our team around, you’re in luck! This means we’re upgrading your communities’ current copper telephone lines to full fibre cables and soon you’ll have access full fibre broadband.
We’re working with local councils to future-proof your homes and business across the UK ahead the 2025 PTSN switch-off.
To be among the first connected, please register your interest here.
You may come across our build partners, including RuralFibre4U, completing works over the next couple of months. We’re sorry for any disruption this may cause.
Please rest assured our team is doing everything in their power to get you live as soon as possible! We aim to keep everyone updated and answer questions as they come in with our build bulletin here. Otherwise, we will get in touch once we’re ready to install you!
If you’ve signed a contract, but the network is not live in your area just yet, we will call to book your installation appointment once the network for your home is live.
Fusion Fibre Group is in possession of the necessary code powers needed to plan and install electronic communications apparatus. We always comply with our statutory duties by notifying the local authorities and we work within industry regulations.
Before we commence, our build plans are approved by the local council. In fact, they grant us permits for each piece of work along the way.
The local council also investigates our works for defects once complete. If they find the reinstatement is not up to their standard, we will be back to do remedial works.
We have permission to utilise Openreach’s pre-existing infrastructure (telegraph poles and underground ducting) in our designs. So, we thoroughly survey the site before finalising our plans to incorporate this existing infrastructure as much as possible. Although this is our preferred network delivery method, it is not always a viable solution. This may be because:
Once we have a full understanding of the site’s condition, we plan around these issues to design the best solution which considers cost, time, and community disruption. This means our build plans incorporate:
When we are unable to utilise a communities pre-existing infrastructure for the above-mentioned reasons, we install new infrastructure. There will be new ducting for the feeder route, a part of the network which is always underground. This route then gets divided up via distribution routes into the rest of the community which is often done so using telegraph poles. To learn more about a feeder route and distribution routes, visit this website.
There are many reasons why we choose to incorporate poles in our network design with the main being, they allow us to efficiently provide fibre to a larger number of residents with minimal disruption (read more).
It is never our intention to install poles, or any new infrastructure on private land without permission. We use land registry details to identify if land is privately owned. However, this is not always 100% accurate. If you are able to provide evidence that the land in question is in fact your land (not public), then we would not progress without abiding by the wayleave process.
