{"id":47575,"date":"2026-08-03T11:23:40","date_gmt":"2026-08-03T10:23:40","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=47575"},"modified":"2026-08-04T16:44:08","modified_gmt":"2026-08-04T15:44:08","slug":"part-of-fusion-fibres-uk-broadband-network-suffering-protracted-outage","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2026\/08\/part-of-fusion-fibres-uk-broadband-network-suffering-protracted-outage.html","title":{"rendered":"Part of Fusion Fibre’s UK Broadband Network Suffering Protracted Outage UPDATE3"},"content":{"rendered":"

Rural network builder and ISP Fusion Fibre Group<\/a>, which have deployed a few of its own FTTP<\/a> broadband networks to various remote rural communities and also sells services via other altnets (e.g. CityFibre<\/a>, Freedom Fibre<\/a>, FullFibre, ITS Technology<\/a> etc.), appears to be suffering from a protracted service outage in some areas that started yesterday.<\/p>\n

The problems appear to have started just after 7:30pm yesterday and remain ongoing. Customers in several different locations, such as Cambois and Startforth, report that their connections went down in the evening and have yet to return. All the locations we’ve seen complaints about seem to be part of the provider’s own (on-net) full fibre network.<\/p>\n

Meanwhile, those that have attempted to contact the Fusion\u2019s support lines appear to be struggling to get through, which is partly because they don’t offer 24-hour support. But once opened today the support lines quickly became busy with others trying to get through. Sadly, Fusion Fibre are one of those ISPs that doesn’t seem to believe in having a public Service Status<\/em> page for such incidents, which we consider to be essential for every ISP.<\/p>\n

Sample Complaint 1 (David)<\/strong><\/p>\n

“My isp Fusion Fibre formerly Factco has been down since 8pm last night, the whole village of Startforth is off and other location according to down detector. Couldn\u2019t phone customer service last night as not open, no 24 hr support, called this morning just engaged and when you do get through to technical support menu [it’s] on hold with no one picking up.”<\/p><\/blockquote>\n

Sample Complaint 2 (Philip)<\/strong><\/p>\n

“Tried calling multiple times and was engaged. Eventually not engaged but then was just on hold for an hour instead. Gave up after the hour.”<\/p><\/blockquote>\n

Sample Complaint 3 (Rae)<\/strong><\/p>\n

“Been calling since 8am all I get is \u201cuser busy\u201d. Nightmare at work with no services!”<\/p><\/blockquote>\n

ISPreview has attempted to contact the provider, although our PR contact appears to have left the provider and so we’re unsure whether the message got through (we\u2019re told it was forwarded).<\/p>\n

UPDATE 4th August 2026 @ 6:50am<\/strong><\/p>\n

ISPreview still hasn’t had any contact from the ISP, but some customers have reported receiving the following email at around 4-5pm yesterday. Some customers still seemed to be offline last night, so we’re waiting to see what the situation looks like this morning as people wake up.<\/p>\n

Copy of Fusion Fibre’s Customer Email<\/strong><\/span><\/p>\n

Dear Customer,<\/strong><\/p>\n

We wanted to provide a quick update on today’s broadband service disruption.<\/p>\n

The issue is now being resolved, and you should start to see your broadband service restore itself shortly. We expect connections to come back online over the next few hours.<\/p>\n

There’s no need to restart your equipment at this stage, but if your service hasn’t returned once we’ve confirmed the issue has been resolved, please get in touch with our Customer Support team.<\/p>\n

Thank you for your patience and understanding while we worked to restore your service.<\/p>\n

Kind Regards,
\nThe Fusion Fibre Group Team<\/p><\/blockquote>\n

UPDATE 4th August 2026 @ 8:49am<\/strong><\/p>\n

Fusion Fibre has just sent some customers another email, which confirms that the issues are in fact ongoing.<\/p>\n

Dear Customer,<\/strong><\/p>\n

We wanted to share another update on the current broadband issue.<\/p>\n

We know many of you were expecting your service to be restored by now, and we’re sorry that this hasn’t been the case for everyone.<\/p>\n

Our engineers have opened a further investigation into the remaining issues and are working as quickly as possible to get affected services back online.<\/p>\n

Thank you for bearing with us while we continue to work on this. We’ll provide another update around midday with the latest information.<\/p>\n

We appreciate your continued patience and understanding while we work to restore service.<\/p>\n

Kind regards,
\nThe Fusion Fibre Group Team<\/p><\/blockquote>\n

UPDATE 4th August 2026 @ UPDATE 4:41pm<\/strong><\/p>\n

Customers of Fusion Fibre appear to be getting back online and the provider has also issued another statement, which attempts to explain what went wrong.<\/p>\n

Fusion Fibre Statement to Customers<\/strong><\/p>\n

“The reason for the outage was administration error between ourselves and a third party who provides a number of services, including our inbound phone services, however due to the commercial confidentiality of our agreements, we cannot be anymore specific. The error was entirely ours and we’re working with our third-party carrier to restore services as soon as we can. This outage and the HMRC petition aren’t related.<\/p>\n

We appreciate that our communication could have been better during this outage for which we wholeheartedly apologise – we are currently in the process of upgrading our management and monitoring systems to enable better communication with our customers. We are also developing our CRM so that we can perform better in these unfortunate circumstances.<\/p>\n

We will be crediting every impacted customer for a full months service as well as, in the near future, holding local drop in sessions to listen to our customers concerns.”<\/p><\/blockquote>\n","protected":false},"excerpt":{"rendered":"

Rural network builder and ISP Fusion Fibre Group, which have deployed a few of its own FTTP broadband networks to various remote rural communities and also sells services via other altnets (e.g. CityFibre, Freedom Fibre, FullFibre, ITS Technology etc.), appears to be suffering from a protracted service outage in some areas that started yesterday.<\/p>\n","protected":false},"author":1,"featured_media":37239,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[56],"class_list":["post-47575","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-fttp"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/117031090432148599","error":""},"yoast_head":"\nPart of Fusion Fibre's UK Broadband Network Suffering Protracted Outage UPDATE3 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Rural network builder and ISP Fusion Fibre Group, which have deployed a few of its own FTTP broadband networks to various remote rural communities and\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2026\/08\/part-of-fusion-fibres-uk-broadband-network-suffering-protracted-outage.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Part of Fusion Fibre's UK Broadband Network Suffering Protracted Outage UPDATE3 - 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