Liam Taylor Build and Installation Engineer, he went above and beyond to resolve the outstanding issues with our new install. Give this man a pay rise, for his manner, ability to listen and under... Leggi di più
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Horrific level of service. Incompetent, tardy and stroppy. Hours spent chasing resolution of a basic issue. 2 phone calls and 7 emails later. Still no response. *** UPDATE *** A... Leggi di più
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Robbie Holland delivered really helpful training on our Horizon Contact phone system. He was clear, patient and made sure we understood each feature, and followed up afterwards with a training video a... Leggi di più
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The speed of correcting the error that was made is the reason for the 4 stars. However, the error should not have happened in the first place. Our call flow had been removed causing patients to be u... Leggi di più
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Dettagli dell'azienda
- Servizi per le imprese
- anche in
- Consulente informatico
- Fornitore di energia
- Provider di servizi per le telecomunicazioni
- Servizi per le aziende
- Servizio di telefonia e internet
Scritti dall'azienda
Established in 2003, Focus Group is proud to be one of the UK’s leading independent providers of essential business technology. We deliver end-to-end solutions across telecoms, connectivity, IT, networking, mobile and energy — all under one roof, with a single point of contact and one simple bill. Whether you're an SME, a global enterprise, or part of the public or third sector, we take the time to understand your unique needs and deliver tailored technology solutions that work for you. Our teams are experts in their fields - passionate about delivering the right outcomes and committed to ensuring your operations run smoothly. From keeping your phone systems performing at their best, to optimising your IT, securing your data, and keeping your teams connected, we're here to support you - every step of the way. So you can focus on what matters most: growing your business.
Informazioni di contatto
Focus House, Ham Road, BN43 6PA, Shoreham-by-Sea, Regno Unito
- 0330 024 2000
- info@focusgroup.co.uk
- focusgroup.co.uk
4,1
Molto buono
3K recensioni
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Delighted to be leaving
I was a customer of this company from 2012 to 2026. I would not recommend them and I'm delighted that our current contract has finally come to an end. Their customer service is frankly abysmal.
16 marzo 2026
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Risposta di Focus Group
Good Morning Stephen,
Thank you for taking the time to leave your feedback. We're truly sorry to hear that your experience with us has left you feeling this way, particularly after being a customer for such a long period of time.
We recognise how important good customer service is, and we're disappointed to learn that we did not meet your expectations. Please accept our sincere apologies for any frustration caused during your time with us.
We appreciate you sharing your comments, as feedback like this helps us identify areas where we need to improve. Should you wish to discuss your experience further, our Customer Service team can be contacted on 0330 024 2000 or by email at customerservice@focusgroup.co.uk.
Thank you again for your feedback, and we wish you all the best for the future.
Kind regards,
Liam
Training Session with Adam Hamilton
We had a Focus Ascend training session with Adam Hamilton who was friendly, extremely helpful and answered all our questions and more. Great experience!
26 giugno 2026
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Risposta di Focus Group
Good Morning Beth,
It's wonderful to hear that you had such a positive experience with your Focus Ascend training session. Adam takes great pride in making training engaging, informative, and easy to follow, so it's wonderful to know he was able to answer all your questions and provide the support you needed.
We'll be sure to pass your kind words on to Adam. Thank you for taking the time to share your feedback, and we're pleased that your experience was such a great one.
Kind regards,
Liam
Great customer service/training
Adam Hamilton was great, informative and patient whilst showing me the system.
14 luglio 2026
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Risposta di Focus Group
Good Morning Aimee,
It's amazing to hear that Adam Hamilton made such a positive impression during your training. Taking the time to explain the system clearly and ensuring you feel comfortable and confident using it is exactly the support we aim to provide.
We'll be sure to pass your kind words on to Adam. Thank you for taking the time to share your feedback.
Kind regards,
Liam
On Boarding Experience
We recently moved MSP to Focus. A daunting experience for our business was made totally pain free, with excellent customer service from Ben (Onboardings), who is an asset to your business. Ben kept me up to date at all times, kept everything simple and explained each part of the process thoroughly. Ben explained technical terms in jargon free language, going over and above. Since the outset Martin, (Business Development) and Ben have been faultless and provided me with peace of mind our IT requirements are in safe hands. I would highly recommend Focus.
14 luglio 2026
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Risposta di Focus Group
Good Morning Julie,
We're thrilled to hear that your move to Focus was such a positive one. We know that changing MSP providers can feel like a daunting process, so it's fantastic to know that Ben helped make the transition smooth and stress-free.
we're delighted that Ben's clear communication, regular updates, and ability to explain technical concepts in a straightforward way gave you confidence throughout the onboarding process.
Thank you for your recommendation and for choosing Focus. We look forward to supporting your business for many years to come.
Kind regards,
Liam
I have just had my training on the new…
I have just had my training on the new phone system and Robbie Holland was a great trainer. He explained all the features in a very clear and ordered way . He was patient and didn't try and rush through it. Thank you !
13 luglio 2026
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Risposta di Focus Group
Good morning Caroline,
We're delighted to hear that Robbie made your training experience such a positive one. Taking the time to explain things clearly and making sure everyone feels comfortable and confident is really important, so it's great to know his patient and relaxed approach helped you get the most from the session.
We'll make sure your kind words are passed on to Robbie. Thanks again for your feedback, it means a lot to the team.
Kind regards,
Liam
Called twice to sort my phones not…
Called twice to sort my phones not working from day one and twice no phone calls back. Poor service. Plus they send Bt open reach who are not trained to set your phones up . So left it not working and walked off.
6 luglio 2026
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Risposta di Focus Group
Good morning,
We understand how disappointing it must have been to have issues with your phone system from day one, and even more so when you didn't receive the callbacks you were expecting after contacting us.
This is not the level of service we aim to provide, and we're sorry that we let you down on this occasion. We'd love the opportunity to look into this further and provide the support you deserve.
If you're happy to do so, please contact us at Customerservice@focusgroup.co.uk with your account details, and we'll ensure your concerns are reviewed as a priority.
Again, we're sorry for your experience and appreciate you bringing these matters to our attention.
Kind regards,
Liam
Robbie Holland was excellent
Robbie Holland was excellent. It took me quite a while to get hold of a human being via focus group but since connecting with Robbie he has been extremely helpful and patient. I think we are starting to make progress with understanding the system. It is more complex than I expected with several different websites needed in order to use the whole phone service effectively. It would certainly be better if there was one portal through which everything could be done but that is a system issue. Robbie did a great job explaining it all.
1 luglio 2026
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Risposta di Focus Group
Good afternoon Nicole,
We're really pleased to hear that Robbie was able to provide the support you needed. Learning a new system can take time, especially when there are several platforms involved, so it's great to know that Robbie's patience, knowledge, and clear explanations have helped you start to feel more confident.
Thank you again for your review. We'll make sure Robbie receives your kind comments.
Regards,
Liam
Very helpful and supportive
Very helpful and supportive. Knowledgeable helping achieve what we wanted to.
22 giugno 2026
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Risposta di Focus Group
Good morning Tom,
Thank you for your kind words!
We're delighted to hear that you found our team helpful, supportive, and knowledgeable. It's great to know we were able to help you achieve what you wanted. Your feedback means a lot to us.
Thank you for taking the time to share your experience. We look forward to helping you again in the future.
Kind regards,
Liam
Seamless move to this supplier
Our move to their IT support was well planned, communication was great and everything happened as expected.
9 luglio 2026
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Risposta di Focus Group
Good Afternoon Trevor,
Its wonderful to hear that your move to our IT support services went smoothly. Knowing that the planning, communication, and delivery met your expectations is exactly what we aim for.
We appreciate you taking the time to leave your feedback and will make sure your kind words are shared.
Kind regards,
Liam
We entrusted Focus Group with our…
We entrusted Focus Group with our business telephone system, but unfortunately the service and support have been extremely disappointing.
We experienced ongoing issues with calls not routing correctly, poor communication, and a lack of proactive updates over several weeks. Despite repeatedly providing evidence and chasing for responses, we lost confidence in Focus Group's ability to support a business-critical service and have now moved to another provider.
Technical issues can happen, but how a company responds to them is what matters. Sadly, that is where Focus Group let us down.
9 luglio 2026
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Risposta di Focus Group
Good Afternoon David,
We’re truly sorry to hear about your experience and sincerely apologise for the frustration and disruption this has caused to your business.
We understand how important it is to have a reliable telephone system and clear communication when issues arise. We're sorry that you felt let down by our handling of the problems you experienced and the lack of updates provided.
We would really like the opportunity to review what happened and understand where we could have done better. If you're happy to do so, please contact us at Customerservice@focusgroup.co.uk with your account details, or call us on 0330 024 2000, and we'll ensure your concerns are investigated thoroughly.
Kind regards,
Liam
The training session with Robbie…
The training session with Robbie Holland went very well and he has been of great support since. Nothing is too much trouble.
29 giugno 2026
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Risposta di Focus Group
Good afternoon Jane,
Thank you for your kind review!
We’re delighted to hear that your training session with Robbie went so well. It’s great to know that he has continued to provide excellent support and has always been on hand to help whenever needed.
We really appreciate your feedback and will be sure to pass your kind comments on to Robbie.
Kind regards,
Liam
Poor Service and Unreasonable Charges
Focus Group has been one of the most frustrating service providers I have dealt with. The broadband has been unreliable and have drop outs through out the week, and the speeds have been all over the place, including results such as 13.98 Mbps download / 14.42 Mbps upload, 21.51 Mbps / 14.98 Mbps, 32.92 Mbps / 15.07 Mbps, 12.30 Mbps / 12.36 Mbps, 30.36 Mbps / 16.50 Mbps, and 18.80 Mbps / 15.37 Mbps. For the monthly cost of £84.17 including VAT, this is nowhere near the level of service I should be receiving.
Despite repeated attempts to get the issues resolved, there has been no meaningful improvement. I have also been told that cancelling the contract would cost £781.02 + VAT, plus a carrier cease charge of £71.88 + VAT, which is completely unreasonable given the poor service being delivered. I have spent too much time chasing answers and testing speeds when the service should simply work. Based on my experience, I would strongly advise others to think very carefully before signing up with this company.
Updated following receipt of the email:
Focus Group also hides behind clauses in its terms and conditions that many customers will not fully read before signing up. Under Clause 6.8, they state that broadband services cannot be guaranteed to be uninterrupted, fault-free, or error-free. They also say they will use reasonable endeavours to resolve faults, but that service availability may be affected by third-party suppliers and network infrastructure under Clauses 6.9, 6.10, and 9.1(h).
In addition, Clause 6.11(c) says broadband speeds depend on factors outside of Focus Group’s control, including local service availability, distance from the exchange, peak usage periods, and other physical or external factors. As a result, they openly state that maximum advertised speeds cannot be guaranteed.
For anyone thinking of joining, this is worth reading carefully before signing anything. The company is effectively warning you in advance that the service may be inconsistent and that the speeds may not match what was advertised.
8 luglio 2026
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Risposta di Focus Group
Good afternoon,
Thank you for taking the time to share such detailed feedback. We are genuinely sorry to hear about the broadband issues you've been experiencing and completely understand how frustrating inconsistent speeds and drop outs can be, particularly when you are relying on the service day to day.
We appreciate you taking the time to highlight the contract terms, and we understand this has added to your frustration. We would still very much like to look into the broadband performance issues you've raised. Please do contact us at customerservice@focusgroup.co.uk with your account details so our technical team can investigate further.
We appreciate your patience and thank you for bringing this to our attention.
Kind Regards,
Louise
The worst customer experience I've ever…
The worst customer experience I've ever had.
From the start, I felt I was mis-sold the service. Whenever there's an issue, it's almost impossible to get a response, yet they're quick to make contact when they think they can sell you something else.
I've had four account managers in less than a year, and in several cases I wasn't even informed that my account manager had left the company. I'd simply stop hearing from them and eventually discover I'd been assigned someone new. That level of communication is completely unacceptable.
Issues are rarely resolved they're simply ignored until you eventually give up chasing. I've been waiting months for something as simple as changing my account name, despite repeatedly requesting it.
The after-sales support is virtually non-existent, communication is poor, and there is a complete lack of accountability. Based on my experience, I would not recommend Focus Group
7 luglio 2026
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Risposta di Focus Group
Good afternoon Alexander
We're very sorry to read about your experience and sincerely apologise for the level of service you've received.
We understand why you feel frustrated, particularly given the concerns you've raised around communication, the changes to your account management, and the delays in resolving your requests. This is not the experience we want any of our customers to have.
We appreciate you taking the time to share such detailed feedback, and please be assured that your comments will be shared with the relevant management teams so they can be reviewed. We would also like the opportunity to investigate the issues you've highlighted, including your outstanding account amendment request, and work towards resolving them as quickly as possible.
If you're happy to do so, please contact us at Customerservice@focusgroup.co.uk with your account details, and we'll ensure your concerns are reviewed as a priority.
Again, we're sorry for your experience and appreciate you bringing these matters to our attention.
Regards,
Liam
Great system, super flexible, great capability
We moved onto a Focus VOIP system a week ago, also using the Ascend software on our PCs and mobile devices and are loving both the user-friendly nature of the system as well as the rich features compared to our old system. We've recently had training on the admin side of the system and look forward to redesigning and improving our workflows by utilising some of the vastly increased flexibility that Ascend offers. Many thanks in particular to Adam Hamilton for being super helpful and taking us through the type of adjustments we can make.
7 luglio 2026
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Risposta di Focus Group
Good Afternoon Andrew,
We’re delighted to hear that you’re enjoying your new VoIP system and that you’re already seeing the benefits of its user-friendly design and enhanced features. It’s great to know that the training has given you the confidence to make the most of the platform and improve your workflows.
We’ll be sure to pass your kind comments on to Adam, who will be pleased to hear that his support made such a positive difference.
Kind regards,
Liam
Adam was clear in his explanation and…
Adam was clear in his explanation and asnwerr all my questions in a professional way
7 luglio 2026
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Risposta di Focus Group
Afternoon Anna,
We’re delighted to hear that Adam explained everything clearly and professionally answered all of your questions.
We really appreciate your kind feedback and will be sure to pass your comments on to Adam.
Kind regards,
Liam
Very knowledgeable
Adam Hamilton was very knowledgeable and guided us through the set up process. He answered all our questions with professionalism and understanding
22 giugno 2026
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Risposta di Focus Group
Afternoon James,
We’re delighted to hear that Adam’s knowledge and guidance made the setup process a positive experience. It’s great to know that he answered all of your questions with professionalism and understanding.
We truly appreciate your feedback and will be sure to pass your kind comments on to Adam.
Kind regards,
Liam
Liam Taylor was great and was very calm…
Liam Taylor was great and was very calm with me but at the same time helped me through the process.
3 luglio 2026
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Risposta di Focus Group
Good Afternoon Lee,
We’re really pleased to hear that Liam Taylor made the process a positive experience for you. It’s great to know that his calm approach and guidance helped you feel supported every step of the way.
We appreciate you taking the time to leave your feedback and will make sure your kind words are shared with Liam.
Kind regards,
Liam
Customer services
I wouldn't even give them 1 star
I wouldn't even give them 1 star. We've been with them since April and have rang and emailed them on multiple occassions (15+) regarding the weakness of the broadband and to help us with connectors we need to add additional handsets to our phone (we used to use 3 with BT). You would think this would be a reasonable request for a company who deals with broadband and telecomms.
I've been bounced around, passed on to be someone elses problem. The technical team say "that's a sales team issue" the sales team say vice versa. Utterly frustrating and ridiculous. Don't expect a call back.
The phone line keeps dropping out and disconnecting, i've still not received any help / advice on the connectors, the computers upstairs are unable to work at a reasoable speed. This will affect your business - avoid!
3 luglio 2026
Non scritta su invito
Risposta di Focus Group
Good afternoon Georgia,
Thank you for taking the time to share your feedback. We are genuinely sorry to hear about the ongoing issues you've been experiencing since April, and the frustration caused by being passed between departments without resolution.
We would like to investigate this matter urgently and ensure the right team takes ownership of your case. Could you please contact us directly at customerservice@focusgroup.co.uk with your account details so we can escalate this immediately and work towards a resolution?
We appreciate you bringing this to our attention and sincerely apologise for the disruption this has caused to your business.
Kind Regards,
Louise
I rarely leave negative reviews
I rarely leave negative reviews, but after 10 days of ongoing telephone line issues, I feel compelled to share my experience.
The technical fault may lie with BT, but our contract is with Focus Group, and unfortunately the customer service has been extremely disappointing. We run a sales department, and our telephone lines are critical to our business. During this outage, customers have been unable to get through to us, resulting in lost business and unnecessary disruption.
To make matters worse, the delay in resolving the fault was extended because Focus Group provided BT with the wrong telephone number. As a result, when the BT engineer attended, they were unable to carry out the necessary work on the correct line, causing further unnecessary delays to an issue that had already been ongoing for several days.
The only positive experience was speaking with Amelia in Customer Services, who was professional, helpful and took the time to listen. She escalated my complaint and did everything she could to assist.
Sadly, that level of service was not matched elsewhere. Communication has been poor throughout. Promised updates have not materialised, calls have not been returned when expected, and obtaining any meaningful information has involved lengthy waits on hold. When I tried to update my complaint as I had been advised to do, I was simply told to email instead, with no explanation as to why Customer Services would not speak to me.
I appreciate that faults can occur and that some issues are outside Focus Group's direct control. However, providing BT with the correct information, keeping customers informed and managing expectations are all within Focus Group's control, and this is where they have fallen well short.
I have now raised a formal complaint and hope Focus Group will investigate both the handling of this fault and the level of customer service we have received. I also expect them to consider appropriate compensation for the disruption and financial impact this has had on our business.
At present, I cannot recommend Focus Group based on this experience.
3 luglio 2026
Non scritta su invito
Risposta di Focus Group
Good afternoon,
Thank you for taking the time to share such detailed feedback. We are genuinely sorry to hear about the difficulties you've experienced over the past 10 days and the significant impact this has had. We completely understand your frustration and this is not the standard of service we aim to provide.
We are pleased to hear that Amelia was able to provide the level of support you deserved, and we will make sure she receives the recognition for handling your case so professionally.
We have identified your account and have passed your feedback to the relevant team, who will be in touch with you shortly to discuss your formal complaint and the next steps.
We appreciate your patience and thank you for bringing this to our attention.
Kind Regards,
Louise
The connection of the internet and new phone system…
The connection of the internet and phone system in our new offices was made as easy as possible, despite some teething difficulties Ross and Casimir ensured all of our staff were happy with the new system prior to leaving.
1 giugno 2026
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Risposta di Focus Group
Good afternoon Julie,
Thank you for your feedback! We're pleased to hear that Ross and Casimir made the connection of your internet and phone system as easy as possible in your new offices.
It's great to know they stayed to ensure all of your staff were happy with the new system before leaving, despite the teething difficulties. We'll be sure to pass your comments on to them both.
Kind Regards,
Louise
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