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.