Review Time
I have a WiFi network with approximately 40 devices; from lighting, immersion heater, entertainment and home security. These devices assist me with daily living as I have disabilities that sometimes make managing my home difficult.
What I want most when the network lets me down is support. Of all the broadband suppliers I have been with over the years, Cuckoo Fibre is on its own, way above the rest.
Their dedicated team are relentless in their efforts to make sure the customer has the best service/support, the latest tech and an experience that is more comfortable than the back seat of a Rolls Royce (other luxury cars are available… but seriously?).
If things go wrong and inevitably for a small percentage they will, you need to know that you matter and that every effort is being made to put it right as soon as is humanly possible… that’s Cuckoo.
I would like to take this opportunity to thank Irma and Emir of the Customer Care team and all those in the company that make such excellent support possible.
I have a WiFi network with approximately 40 devices; from lighting, immersion heater, entertainment and home security. These devices assist me with daily living as I have disabilities that sometimes make managing my home difficult. What I want most when the network lets me down is support. Of all the broadband suppliers I have been with over the years, Cuckoo Fibre is on its own, way above the rest. Their dedicated team are relentless in their efforts to make sure the customer has the best service/support, the latest tech and an experience that is more comfortable than the back seat of a Rolls Royce (other luxury cars are available… but seriously?). If things go wrong and inevitably for a small percentage they will, you need to know that you matter and that every effort is being made to put it right as soon as is humanly possible… that’s Cuckoo. I would like to take this opportunity to thank Irma and Emir of the Customer Care team and all those in the company that make such excellent support possible.
Customer service is absolutely shocking!We are paying for a service that keeps dropping out and slow speeds, it is driving us mad. We have reached out to customer service for help only to be told to move the beacon closer to the router!They seem to think that we contact them for help, just for fun!They just don’t want to send an engineer. Utterly useless!I do not recommend this company, if anyone is thinking of using them, I would not bother. I will be moving to a new provider straight away
Finally left cuckoo! Best thing I ever did! Slow speeds always lagging ect, had no help to resolve.I have a new provider same speeds ect absolutely fine. Customer service was awful sent router back a few weeks ago! Kept all the emails untill it stated it was delivered back them, so obviously I deleted the emails ( theres no need for them now right?! They have the equipment back) NOPE!!! then I get an email saying please return your equipment.I have already done this, tried to explain about the emails ect still getting pestered. What else am I to do? I do not have this equipment.Then im owed a refund....... haven't had that either.What a shambles of a company, always some BS over the phone. Be very surprised if I actually get my refund!
Our internet has been down for 4 weeks because the pole holding the wires has been knocked down. Not Cuckoo Fibres fault BUT their customer service since then has been absolutely abysmal- worse than that. Their technical team is waiting to hear from Open Reach! Not chasing them. Not keeping us informed. Not keeping their customer services informed. Not doing anything at all! I made a formal complaint. What’s happened? Nothing. No call back, no action. To get the manager to call back takes 73 hours before the manager DECIDES whether to call back!! No guarantee. They decide! There’s no way that customer service can action anything and the technical team doesn’t appear to do anything. So, after 5 (I think) calls that have achieved nothing and I have done my very best not to shout at the customer service members, I have taken to writing this review. Based on my experience, I would advise anyone to avoid Cuckoo Fibre like the plague!!
This is a detailed review of my experience with Jurassic Fibre now Cuckoo, following my decision to switch from BT due to the constant price increases I was facing with my previous provider.Initially, I was drawn to Jurassic Fibre by the promise of a consistent internet connection combined with the benefit of no fixed contract. However, the installation process was far from straightforward and regrettably took nearly a year to complete. Although the service was acceptable for a short period after installation, it soon became apparent that the connection was unreliable. I have been experiencing frequent dropouts, and streaming services are often interrupted by buffering. As I work from home, a dependable internet connection is vital, and this service has fallen short on multiple occasions.I welcomed visits from their engineers who suggested relocating my beacons to improve connectivity. Unfortunately, the options for relocating are limited, and they even proposed moving my external fixed cameras, which is both impractical and concerning. While BT was admittedly expensive, I rarely encountered connection issues and certainly never faced the inconvenience of having to move cameras to maintain coverage.Moreover, I am disappointed by the decline in customer service standards. During one interaction, I spoke to a representative whose lack of interest was evident from her tone. Following this, I submitted a formal complaint via email and made a follow-up call a few days later, only to be informed that there maybe nothing they can do to resolve my concerns. This response was, frankly, shocking.Overall, the level of customer service I have received is among the worst I have experienced, a stark contrast to the previously pleasant interactions I had while the service was still in its initial stages.I urge potential customers to thoroughly research and think carefully before choosing Cuckoo, as the customer service experience alone could be sufficient reason to reconsider.
Two weeks after my somewhat vague installation the service failed at the start of a Bank Holiday weekend. Telephone support was next to useless. ( by the way it is in Sarajevo). But after the call ended I worked out how to re-install the Eero6 router so when I lost the service again at 4.30pm last Friday I again contacted support and they were equally useless and wanted me to accept vague promise of tech support on maybe the following Monday...or Tuesday....or Wednesday. Given that I am an octogenarian with a partial disability and a SMART home that was not a delight. So on Saturday I tried to reinstall the router but neither me or my son could get past a particular sticking point, a need for a ppp code. So I rang support and asked for the code which transpires to be a user name and password, neither of which had been required on installation. The operator texted them. But from then on despite many calls to support and emails, of which I lost count, we could not connect to the internet. This is all so boring so I will cut to the chase. It was when I checked with the latest contact Alen in Sarajevo and asked him to confirm the ppp codes I instantly saw that the information given on Saturday was missing a complete word......so ON TUESDAY EVENING we finally reconnected. As you might expect I have asked for a rebate on the monthly direct debit for loss of service, stress and bother ....but 24 hours on I hear not a dicky bird.....cuckoo or *uckoo? By the way. If I had not been able to do the reconnection myself, they said I would have to pay for an engineer visit. Can you believe it? My 24 month contract can't end soon enough.
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Experience ultrafast full-fibre broadband with Jurassic Fibre!
We are an Exeter-based ultrafast, full fibre-optic broadband business building a multi-million pound network across Devon, Somerset and Dorset.
Jurassic Fibre has raised substantial funds from Fern Trading Ltd, advised by Octopus Investments, to build and operate a fibre-to-the-premises network across the South West of England. We are investing over £250m into building a fibre network in Devon, Dorset and Somerset, passing over 300,000 homes, making ultrafast speeds of up to 950Mbps a reality.
Please note that Jurassic Fibre is a brand name of Cuckoo Fibre Limited, a company incorporated in England with company registration number 15060036 and whose registered office is at 6th Floor, 33 Holborn, London EC1N 2HTSee more
