Help & support
Having an issue that you need help with or you want to raise a support query? You can now do it all right here! Below is a range of tools to assist you with your query.
General FAQs
Click here for our most frequently asked questions and guidance on solutions
Service issues
Click here for our Fault Handling Policy document and advice relating to service interruptions
Billing & invoices
Click here for information relating to customer invoices and payments.
How to videos
Videos are a great way to learn and we're making sure that as we develop new products and services, this important resource grows to provide you with another way to get the support you need, quickly and easily!
Service status
Get an overview of network issues, outages and maintenance programmes.
Customer area
Get help and support all from one place in our customer area.
Customer relations
We make every effort to ensure that our customers are happy with the level of service they receive from us. However, despite our best efforts, we appreciate some things can go wrong. When they do, we want to know so that we can put them right.
If you have a complaint
Please contact our Customer Relations Team or your Dedicated Account Manager. Once we've established your complaint, we will seek to resolve the problem while you are on the line. Where this is not possible, we will agree a course of action.
You can also reach us via post at: Focus Group, Focus House, Ham Road, Shoreham-by-Sea, West Sussex, BN43 6PA.
We will protect the privacy of the information we hold on you and you have the right to request access to this data at any time. We may have to ask you some questions to confirm that we are speaking to the right person and calls may be monitored.
Taking your complaint further
If your complaint is not resolved to your satisfaction after this procedure, you can escalate it further to the Operations Manager and, ultimately, the Management Team.
If we cannot resolve your complaint, we will inform you. If you remain unhappy and wish to pursue your complaint further by alternative dispute resolution, you may wish to refer to the Ombudsman Services or Ofcom.
Useful addresses
Ombudsman, PO Box 730, Warrington, WA4 6WU. Tel: 0330 440 1614.
Ofcom: Riverside House, 2A Southwark Bridge Road, London SE1 9HA, Tel: 020 7981 3000.
We are always here to help. Give us a call on 0330 024 2000 today!
For customer service: customerservice@focusgroup.co.uk
