Firehorsegroup Arvostelua 

Seriously, avoid this company.

Fire Horse Group (formerly K5 Communications) has been nothing but endless problems. Our bills have doubled compared with what we used to pay with BT, and getting out of the contract has been extremely difficult.

Since 3 July (today is 8 July), we have had no broadband or phone service at all. We have tried every available contact method, including phone, email, social media, and LinkedIn. Apart from one automated email confirming they received our issue, we have had no updates or meaningful communication.

At this stage, it feels like the company may be having serious financial problems. I cannot say this for certain, but customers appear to have been left without proper support.

We are now seeking legal advice about how to leave our contract.

My advice is simple: stay away from this company. Read every word of the agreement before signing, no matter what you are told during the sales process. Otherwise, you may find yourself in a very expensive and stressful situation.

They do not have just one contract. There may be separate agreements for equipment rental and other services that you may not expect, including charges for equipment that was supposed to be free.

The problems do not stop there. New charges keep appearing on our monthly bills without any clear explanation. Every month there seems to be another fee added: maintenance charges, service charges, dark web monitoring fees, annual charges, and other extras that we never expected or agreed to.

As a result, we are now paying around twice as much as we were paying with BT. We genuinely regret switching.

We were also promised that our existing contract would be paid off as part of the switch. This never happened. Instead, we were left dealing with debt collectors while trying to resolve the situation ourselves.

If you question what the salesperson promised, do not be surprised if you are told that they no longer work for the company.

The biggest issue has been customer support — or the complete lack of it.

My advice is simple: avoid this company.

Extremely disappointing experience.
Our experience with this company has been consistently poor from the outset. They have failed to meet agreed service levels and did not provide the support they promised regarding the termination of our previous provider—one of the main reasons we chose to engage their services in the first place.
Communication has been a significant issue throughout. Emails and support tickets regularly go unanswered, and obtaining meaningful updates or resolutions is extremely difficult. Since rebranding as Firehorse Group, the level of responsiveness appears unchanged.
We have also experienced ongoing issues with mobile services, including repeated outages and unresolved faults, which have had a direct impact on our ability to operate effectively as a business. Rather than providing solutions, working with this provider has created unnecessary stress and disruption.
In over 30 years of business, I have rarely encountered such a disappointing level of service and professionalism. I do not leave negative reviews lightly—in fact, this is the first negative review I have felt compelled to write—but I believe it is important to share our genuine experience to help others make an informed decision.
Based on our experience, I would strongly recommend that businesses carefully consider their options before engaging with Firehorse Group.

Awful service, they increased my direct debit with out my knowledge, they never ring you back, I have been trying for 3 months now. They are liars and scammers

We entered into a VoIP and finance arrangement through K5 Communications / Firehorse Group after receiving written assurances that the contract could be terminated penalty-free if the system did not work in line with our business requirements.

Unfortunately, the system did not meet our operational needs and the dispute that followed became extremely difficult and time-consuming to resolve.

Despite the account being formally disputed, we experienced repeated collection pressure and a large disputed sum (£11k+) was later attempted via direct debit without prior notice. The payment was reversed through the Direct Debit Guarantee.

Our experience was stressful and disappointing, particularly in relation to communication, complaint handling, and the way the finance arrangement was introduced alongside the telecom system.

We would strongly encourage other businesses to fully understand any finance agreements being arranged as part of telecom packages before signing.

Stay away from this company at all costs. Service is unusable. They agreed we could cancel without penalty if that was the case but then refused and tried to charge us for the full contract amount to leave. Threatened to take us to court. Changed their name to Firehorse to initiate a direct debit from our account without our knowledge to take the money from us. Honestly I can’t believe how dodgy they are.