How to contact Cuckoo Broadband
| Cuckoo customer service team | 0330 912 9955 (opening hours Monday to Friday 8am-8pm, Weekends and Bank Holidays 9am-5.30pm) |
|---|---|
| [email protected] | |
| Twitter / X | @CuckooInternet |
Genie Tip: If you joined before 13 February 2024, your account is now handled by Home Telecom. Contact them directly for support.
Other support options
- Log in to your Cuckoo online account or the Cuckoo app to check bills, manage your plan, or raise a support ticket.
- Visit the Cuckoo Help Centre for FAQs and troubleshooting guides
Is Cuckoo Broadband down?
Cuckoo doesn’t have its own live status checker, but you can check DownDetector to find out if other customers are experiencing issues.
Before contacting support, you can try these handy tips:
If you still see a problem, it’s best to call or email customer service using the details above.
How to complain to Cuckoo
Phone: 0330 912 9955
Email: [email protected]
Write to: Cuckoo Fibre Ltd, Milford House, Pynes HIll, Exeter EX2 5AZ
Don’t forget to include:
- Your Cuckoo account number
- Your full name
- The date the problem started
- Any customer care team members you’ve spoken to
- A clear description of the complaint
Ask for a follow-up if you don’t hear back from Cuckoo. You should receive a response for emails within 1 working day. Written complaints should be resolved within 28 days.
What to do before complaining
Troubleshoot: Use the Cuckoo help guides to fix common issues. Don’t forget simple tricks such as restarting your Wi-Fi router.
You can find more helpful suggestions in our guide: ‘Why is my internet so slow? How to improve broadband speed’.
Document everything: Keep dates, times, speed test results and call notes.
Check your contract: Double-check the speed estimate for your property, terms and any price rise details.
Genie Tip: Use the Broadband Genie speed test to collect evidence if you think your connection is too slow
Escalate to the Ombudsman
If Cuckoo doesn’t respond within 8 weeks, or you receive a deadlock letter, you can use an Alternative Dispute Resolution (ADR) - the Communications Ombudsman.
Phone: 0330 440 1614
Email: [email protected]
Post: Communications Ombudsman, PO Box 730, Warrington, WA4 6WU
Moving home? Check if you can still get Cuckoo
Cuckoo’s full fibre broadband (FTTP) services are mostly delivered through the CityFibre network. If you’re moving, use our checker to see if Cuckoo is available at your new address. If not, you’ll be able to compare deals from other internet service providers.
Unfortunately, if Cuckoo is unable to provide services at your new property, you may need to pay an early release fee.
Genie Tip: Some broadband providers including Sky, Vodafone, Hyperoptic and BeFibre will pay off a set portion of your exit fees if you switch to them. This could be a good option if you’re moving home.
For more information, read our guide to switching credits.
FAQs
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How do I contact Cuckoo customer service?
Call 0330 912 9955 or email [email protected] for the quickest responses.
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Is Cuckoo broadband down right now?
Cuckoo doesn’t have a network service status page. Downdetector is an easy and quick site to check if other customers are experiencing problems.
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How do I report a problem with Cuckoo?
Customers are asked to flag faults by logging in to their accounts. From here, click ‘Overview’ > ‘Flag a problem’ and select the type of issue. You’ll be presented with some troubleshooting guides. If none of these help, scroll down to the ‘Please contact me’ button, fill in your details and submit.
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How do I complain to Cuckoo broadband?
Phone 0330 912 9955, email [email protected] or write to Cuckoo Fibre Ltd, Milford House, Pynes HIll, Exeter EX2 5AZ.
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How long does Cuckoo take to respond to complaints?
Cuckoo aims to reply to emails within 1 working day and resolve written complaints within 28 days.