Christopher C.

I chose Cuckoo based on a recommendation from Money Saving Expert, thinking the higher price compared to other fibre competitors would ensure good connection. I was happy to pay more for quality, but since the installation, it’s been a complete letdown.

WiFi That Barely Works

We live in a small house, so I assumed coverage wouldn’t be an issue. However, the eeros router they supplied only works reliably in one room. Even when the signal stretches to the TV, simple tasks like streaming Netflix involve constant buffering—this with a 900mb internet plan! The WiFi is practically useless anywhere else in the house. We did not have this issue at all with Virgin

Hidden Costs for a Fix

When I raised the issue, the only solution offered was to buy extenders at £7 per month each. For our small house, we’d likely need two, adding an extra £14 monthly to an already expensive bill. It’s ridiculous that I’d have to pay more just to get basic coverage after choosing a premium-priced service.

Awful Customer Service

Customer service has been a nightmare—unhelpful and dismissive. I expected support, but instead, I got excuses and upselling. Worse still, when I tried to cancel within the first week of installation, they refused. Apparently, the cooling-off period starts when you place the order, not when the internet is installed (the nearest appointment they have for installation are outside the cooling off window which is a bit scammy). This feels deceptive and traps you into a contract before you can even test the service.

My Advice: Steer Clear

I’d strongly recommend avoiding Cuckoo. I regret not going for a cheaper fibre-to-the-premises option like Onestream. Sure, they have poor reviews too, but at least the lower cost leaves room to budget for extra routers if needed. With Cuckoo, you’re overpaying for a subpar service with no easy way out. Save your money and your sanity—look elsewhere!

Sam P.

Recently called by "United Fibre" who are "Selling" Cuckoo's Services. They are not authorised from my understanding.

Why 5 stars though? Professionalism when speaking to report it to Cuckoo - Got the Ops Manager who was nothing but professional and knew exactly what routes Cuckoo does to sell services.

Would I consider Cuckoo? Probably, but no 2.5 GBPS Services so no good.

Heather J.

Really dreadful company - unethical, invoicing discrepancies, mis-selling of products, dishonest pricing, ZERO customer service. AVOID! What's saddest is that once initial issues were resolved (which took a long time), the actual product is fine, and ethically, I felt that I should stay with them as they eventually did resolve issues well. But clearly their invoicing and customer service is just as atrocious as it was last year, and they really should not be in business with this approach.

Sebastian P.

Honestly, I would give 0 stars. I suppose to start contract with cuckoo on 24 January and also cancelled contract with current broadband. On the going live day I couldn’t connect to internet as they didn’t send a mail or password needed to set a broadband. I rang the customer service and I got to know my contract got terminated(not by me) and I have to send the router back it means I will stay with no internet because they have a bug in the system. Website also tells me I should be live and it works as normal. PLEASE PEOPLE DONT BE FOOLED BY THIS COMPANY ITS THE WORST EVER. I also got the evidence I recorded the phone calls if they manage to charge me

Helen ?. S.

Only gave them 1 star because you can't mark any lower. We switched 8 days ago and have not had Internet since (we only have mobile data) just keep getting told they are looking in to it. Or sending an engineer that never arrives. But they still keep sending me bill after bill via email every day demanding money and telling me I can't cancel the contract or I will be fined.. telling me I can't talk to the supervisor or manager because they don't have any in office. They dont have a cancellation team etc. Absolutely terrible company. Worse company I have delt with in a long time

Mat G.

The deal truly is too good to be true. Yes EEROs are nice strong routers but they send out via Amazon (on their account) and provide no tracking (so when it goes missing Cuckoo and Amazon, tell you the same thing and you hit a wall).
They outsource their engineers, which while fine, means it’s harder to get them back if there is an issue. But rely on BT to tell them about the overall fibre line.
Customer service while cheery, take poor notes on issues, some get raised some don’t, phone calls don’t always get returned when they state.
We went through troubleshooting near 10 times, for them to not register this, and to keep trying the same thing that wasn’t working and not listening to my request to send out an engineer. Every time we troubleshooted it wasn’t noted that we had troubleshooted so it was constant circles and circle

Helen K.

Absolutely terrible. Switched over to them, but they Have left us without internet for 2 weeks, still charging us and no timeline on resolution. Asked to cancel due to poor service and are told we would need to pay £350 when they never even provided any internet in the first place. Likely pushed out resolution time so we were past the cooling off period. Customer service atrocious, promise a call back, an engineer round, all lies. Absolutely criminal. Please for your own sake don’t make the same mistake we did and sign up with this abhorrent company.

Thomas D.

Don’t be fooled by the next generation cityfibre network I had my fibre installed on the 27th November 2024 and have still not gone live! First the engineer told me they was no light level then after that was fixed I was then told your order is stuck in a progress and will resolved with in the new year then got told 7th January now 10th January what’s going on how difficult is it to changed order is complete in a computer system stuck with open reach and virgin media networks