Focus Group Recensioni 

We have on a few occasions needed to amend our phone services in line with business demand, and every time there has been an issue, that then has an impact on our working day which results in further issues for us and has created additional work that could have been avoided had the original request been completed accurately.

Focus Group are incredible! Ben and the Onboardings team were excellent, very attentive to our needs, careful with our processes and willing to help out in whatever way they could. Highly recommended.

Issue attended ti

I wish I couldn't give even 1 star.

I submitted a detailed formal complaint to Focus Group on 13 August 2026, and despite the seriousness of the issues raised, I have still not received even an acknowledgement that my complaint has been received. I have called customer services three times to see where it is and it hasn’t gone anywhere and I was told the average wait time for an acknowledgement of a complaint is 8 week, which quite frankly is unacceptable. The complaint covers 3 issues: early cessation of our lease line, email notification discrepancies and the impact that has had on over 50 businesses that relied on the service.

Our leased line, which supports an Innovation Centre housing 54 tenant businesses, was disconnected on 11 August without warning, despite previous correspondence from Focus confirming that our contract end date was 6 September 2026.

Focus subsequently produced a forwarded email which they appear to be relying upon as evidence that notification was sent to us. However, our organisation's IT department has checked its mail logs and there is no record of the forwarded email Focus is relying upon being received by the recipient.

What the evidence does show is correspondence being sent by Focus to an incorrect email address. I contacted Customer Services a couple of days after receiving the forwarded email and they provided the original email showing it had been addressed to an incorrect email address, rather than the correct email address as shown in the forwarded version. We were also advised that other correspondence had been sent to this incorrect address, which generates an undeliverable response.

This is particularly important because Focus appears to be relying on this correspondence as evidence that we were notified before our service was ceased. At present, the records available to us do not demonstrate that this notification was received by our organisation and thus far the original unforwarded version has not been given by focus.

This is unfortunately not an isolated experience. Over the last two years we have also dealt with incorrect account information, invoices relating to an account that was not ours, repeated problems getting our billing details corrected, a legal notice following those account/address issues, and ultimately the discovery that we had been paying twice across two accounts, resulting in a credit being issued.

The premature disconnection caused significant disruption to our organisation and the 54 businesses operating from our premises including care services and pharmacies, as well as considerable management time and money spent trying to understand and find a temporary solution. We have formally requested an explanation, relevant account and termination records.

As of 19 August, six days after submitting it, Focus Group has not even acknowledged receipt of my complaint.

Given the seriousness of disconnecting a business-critical service without warning, the discrepancies we have asked them to explain, and the history of account-management problems we have experienced, the complete lack of acknowledgement is extremely disappointing.

slow resolution

Brilliant response , thanks for being a great support team.

I have been in contract with them since May 2024, initially they started well (Horizon), then along the way they were bought and then everything went downhill, not worth the penny you give them customer service is very bad, very unhelpful, will never answer.
Will try their best to keep you in dark as to when the contract is due to expire in-spite of repeatedly asking. Then hit you with a bill for not giving them notice before ending the contract, even though you are out of one.
I would rather give my money willingly to a scamster rather than this lot.
Poor all round. Stay clear

We moved our IT services to Focus Group from our previous provider, and the whole thing was handled with real expertise. The onboarding was properly planned rather than rushed (within what was an already accelerated migration window), and their attention to detail was spot on. They took the time to understand our sites and our operation, flagged what needed attention and were clear about the roadmap ahead. What stood out most was how customer focused the team were throughout, both the account side and the engineers. The migration hasn't just moved us across, it has modernised how our IT is managed. Very happy with the decision.

always helpful sometimes go above and beyond

The customer service is dreadful, there left hand does not know what there right hand is doing.
They cancelled my direct debit for no reason, then sent multiple threatening letters dispite multiple phone calls from me, one person would say im in credit then i would receive an invoice then i would be told my account was at 0. After closing account 5 months ago they still are sending invoices and the next day a credit note email - I would not use this company

Issue resolved within a very timley manner from helpful staff.

Shocking slow customer service, have emailed numerous times, used the online service and finally called. The document we still require has not been sent despite being advised, "will send in a minute". Avoid, there are better services out there

Too early to tell whether my colleague with the problem is happy or not. He is on leave for a couple of weeks.

Robbie was really helpful and took time to explain things clearly.

The training was excellently delivered in all aspects. Robbie Holland demonstrated outstanding knowledge of the subject matter and presented the content in a clear, professional, and engaging manner. The session was well-structured, easy to follow, and highly relevant to the role.

Robbie encouraged participation throughout, welcomed questions, and provided clear and comprehensive answers. The pace of the training was appropriate, ensuring that all attendees could fully understand the material being covered.

Robbie was really helpful, went through some basics with me, but understand that the training had been booked in before the system was installed, so made sure that I knew we would check in after it was installed, and booked a call for the next day, with an open invite to email if I had any issues - really hepful.

Didn't let us know when you were coming out, took a whole morning of staff time to sort the printer and scanner out, various things not carried forward to new PC as not done on a day the staff member was at work.