Cuckoo Home Broadband Reviews

Dire. Avoid Failed to correct dipping speed, despite saying it was done remotely Moved area so changed provider- returned their hub and had acknowledgment. Then a week or so later had threatening aggressive e mail saying I would be charged £90 if I did not return hub immediately I responded saying I had and had an acknowledgement of this from them, they apologised saying I owed nothing Now they are e mailing me saying I owe them a months rental..... you pays your money you makes your choice. But it wouldn't be my first choice that is for certain!!!

We joined Cuckoo after seeing the ratings on Trustpilot. Unfortunately, we signed up for a 12-month plan and are eagerly waiting to leave this awful service. The broadband is unreliable, dropping the WiFi 4-5 times an hour. I cannot connect my Sky, PC, or Mac through WiFi, so I have to use an Ethernet connection. I find myself restarting the router 3-4 times a day. My children and I are struggling to complete our work. The Eero Pro 6E is not very great to use. I called customer service, and the engineer tried to baffle us with vague instructions. I pay for gigabit broadband, and at times the Ookla speed test can't even detect any broadband. I would recommend using a more reliable company instead. If you are considering this company, my advice is to stay away.

Non existent customer service My service was migrated to them from Giganet who were great. Since the migration I have lost IPv6 connectivity and despite phone calls and emails I have had no resolution. The phone staff promise to call back but never do. E-mails are not answered. I'm seriously considering getting another provider now.

Truly awful customer service. They do have UK call centres, really friendly staff and feel-good email comms. However the reality is they are exactly the same as the rest and underneath the fluff and promises rely 100% on BT openreach to deliver their service and are clearly unable to manage this effectively. In short; 3 months, 3 days off work, holes drilled in my house and still no broadband! Offered £30 in compensation after they cancelled my order!

Cuckoo, after almost 12 months of my order being placed, messed me around big time with the installation and then straight up cancelled it without informing me properly! I have been left without broadband for an unacceptable length of time, waiting on Cuckoo. Avoid at all costs!! Choose another ISP!!

Signed to Giganet (now cuckoo) as the offered full fibre (fttp) to my address. Their offering 900mbit went live about 18 months ago. Has been good and reliable. Have any need to contact support so can't give for their support more 1 star as have need to contact them. Unlike my previous suppliers the price hasn't changed. Only thing to note was free 3 months only came at end if the first 12month contract. Other than that the price performance ratio. My nowtv fttc full speed servive rose to 38pcm after the initial contract expired and for same cost I have 10 times the speed! Definitely worth signing up for. Cuckoo are focusing on fttp so no longer offer fttc/adsl hybrid broadband from the likrs of openreach. Would recommend if you area is had fttp backhaul enabled. Only complaint is they don't seem in any from of self service support portal for thier fibre service. Though since it just works I that's some of moot point.

9 days and no broadband. Only gave customer services a rating as they answer the phone promptly and try to help

At first Cuckoo seemed like a breath of fresh air in an antiquated industry: good speeds, flat pricing that never changes and great customer service. Since being acquired, I assumed my price (£29.99 per month) would decrease in line their lowest contract price (£27 per month), having been a customer for over 3 years. However this has been not the case, and more shockingly they are actually discontinuing my service, presumably as I am no longer in their consolidated network and can no longer make money from me. The new ISP they are handling us over to does not fill me with confidence, having a 1.2/5 score on ISPreview, and not only that - I currently cannot get on their website to see their prices, presumably there’s lot of other people in the same position as me, so very much in the dark. I have a full time job and young family so having to find a new ISP is definitely not something I am looking forward to doing.

Cuckoo broadband started off life during the COVID pandemic hoping to disrupt UK broadband but since growing it has failed to upscale. I have been a cuckoo FTTP (Fibre to the house) customer since 2021. Back in 2021 Cuckoo had… 1 month rolling contract Cuckoo Compass (1% goes to charity) Cuckoo resells TalkTalk Wholesale Broadband. This means when things go wrong they are dealing with TalkTalk on your behalf. This seems good at first but trust me I’m currently experiencing 5 days of downtime and during this time Cuckoo sent 3 routers and my property fibre is still offline. I work from home. This outage has impacted my job. It’s impacted me and it’s made a really bad impact on my life. I’ve had to call and chase Cuckoo for updates on the fault and the glassdoor reviews seem to hint there has been a change of staff. When I had a fault in April 2022 it was fixed very quickly. In December 2023 I’m still without internet. Cuckoo has agreed for me to pay half the bill this month and then I’m migrating to a different ISP. Cuckoo let me down big time. Poor customer service I personally blame on the baptism by fire approach cuckoo uses to let individuals who are being trained daily dealing with tech support calls not being able to even diagnose a fault on a broadband line. Cuckoo needs to rethink its training. In 2023 cuckoo offers 12 month contract Cuckoo Compass has been discontinued. I can’t see a benefit to using Cuckoo over going direct to TalkTalk atleast then you might get realtime feedback on a fault!

I have been with Cuckoo for two and a half years. I have a 1Gb FTTP £55pm deal with them. The speed is brilliant, it is reliable and unlimited. Great for a house with lots of devices and a family of users streaming and doing Teams meetings. The customer service has been strong, it is UK based with staff who are articulate and empowered. A little better than Zen who used to be strong , but have drifted down from where they were originally. However, both a country mile better than BT who were utterly and consistently deeply frustrating and incompetent. My Cuckoo contract is a rolling monthly deal and the price has remained fixed. It started £5 more expensive than BT but is now heaps cheaper as there are no RPI+3% automatic contracted increases that BT introduced alongside a 2 year contract you became a prisoner to. I have fallen for BT sales team's pitch over two 24 month contracts but never ever again. So much better not to be a prisoner to their commercial whims, terrible fractured service and RPI+3% price hikes. The Tech support team at Cuckoo are genuinely into what they do and most times go the extra mile, rather like Zen used to be. So you get what you pay for and my blood pressure is way lower with Cuckoo than with BT. I cannot comment on the cheap and cheerful packages as the 1Gb deal is £55 per month but it is good value if you need reliable tech for remote working.

Been with Cuckoo for over a year, the broadband and the router they provide are OK although they are not the cheapest in the market but they do have a rolling contract. We recently moved to a new location and contacted them over 2 weeks in advance as they ask for 14 working days for moving your internet. They gave us a later date to go live so basically we had to stay internetless for few days which was tolerated. Few days later they contacted us to say there was a mistake and postponed the live date to few days ahead due to their own mistake.. No compensation or trying to solve the issue was offered.. They are now askius to be at home in a different date, losing a day's work on our expenses and being without internet fir few more days while they made a mistake and we have to pay for it. Contacting the contact center was complete waste of time, I spent 36 minutes waiting in line to get to a representative that could only say he is sorry but there is nothing he can do. I have asked to escalate the case to a supervisor /manager and was promised that within 24 hours someone will get back to me.. That have been 4 days ago (I guess 24 British hours are longer than in the rest of the world). Currently looking for other providers that actually care about their clients.. Stay away from this company, unless you are really a Cuckoo!

I have found Cuckoo to be completely awful. I did not find their communication at all effective when I was with them, they took weeks to set up the service and several months later, after I cancelled the account, it got even worse. I never owed any money. I just wanted a reasonable service and product. I was threatened with account cancellation, even after the account had been cancelled by me and confirmed as such by Cuckoo. A month later, I was threatened with disconnection again due to them not being able to take payment for a service they no longer supplied I was threatened with additional costs for engineer visits that I didn't want or need. I was even threatened with referral to a debt collection agency for not returning their router while waiting for them to supply the packaging to do so, which, to date and more than two months since I left, they still have not been able to do. So far, a total of more than 50 emails and in all those emails, I do not believe I communicated with the same person twice. I will not be using them ever again and would not recommend them to my worst enemy

Overall, not bad. There were issues with my installation. This was an OpenReach problem. The engineer communicated poorly with them so Cuckoo communicated poorly with me. Through it all I had a mix of good customer service and poor custome service - so only 4 stars instead of 5. I am only 200m from my FTTC equipped cabinet and yet my broadband speed is only 30mbps. No one is willing to do anything about that which, unfortunately, says a lot about the nature of broadband supply in the UK. The connection is good for what it is though. At £30 per month it is a bit expensive but, for people like me who are only looking for a few months before moving, it is a great deal. I really think that their 12 month contract should be cheaper though. If it was £25pm then I would give them 5 stars and take them with me when I move.

Poor connection, speed no where near what they promised. Over-priced and resold Talk Talk service. Might as well go direct. Certainly not worth paying extra just for a router that you can name the wifi network on. What a joke,