Fusion Fibre Group (FACTCO) Reviews

Great little company FACTCO. Shame about CityFibre.

£29.99 for symmetrical 1Gb inc router & IPv6 + £4.99 for static IP + £9.99 for VOIP with kit.

I'll start with the negative.

My experience with FACTO has been negatively affected by factors that are mostly beyond their control, i.e., their network host City Fibre, who messed up my working migration from another ISP thus delaying the start of my new service by four days over a weekend. However, the way in which FACTO customer services and technical support operatives have managed the delay has been magnificent.

I would like to mention, particularly, Megan McClymont (Customer Services and Technical Support), who patiently dealt with my frequent phone calls and support ticket submissions. Megan did her very best to get City Fibre to prioritise my case and get them to fix my connection woes promptly. In the end she took things into her own hands, scrubbed my contract and got me off to a fresh start. Within 45 minutes I was connected, with one minute to spare before she clocked off for the day.

One of my frustrations with FACTCO is that excellent and equipped staff like Megan are not available 24/7 for residential customers. Their non-office hours customer service personnel are excellent but not able to address technical issues when most residential customers need them in the evening, early morning and at weekends.