Jurassic Fibre - Exeter

Jon L.

Misleading "50% Off for Life" Offer and Poor Customer Service

I am extremely disappointed with Jurassic Fibre and feel compelled to share my experience to warn others. When I signed up a couple of years ago, I was promised "50% off broadband for life" as part of their incentive to join. This was a significant factor in my decision to choose their service, as it offered great value at £22.50 per month. However, I recently received an email stating that this offer is being rescinded, and my monthly bill will now increase to £35. This is a blatant breach of the terms I agreed to when signing up.

To make matters worse, Jurassic Fibre has completely ignored my formal complaints about this issue. Despite multiple attempts to resolve the matter directly with them, I have received no response or explanation. This lack of accountability and customer care is unacceptable. I am now left with no choice but to escalate my complaint to the ombudsman and Trading Standards, as this feels like a clear case of misleading advertising and unfair business practices.

I would strongly advise anyone considering Jurassic Fibre to think twice. A company that cannot honour its promises and refuses to engage with customers when issues arise is not one I can recommend. Save yourself the hassle and look elsewhere for a more reliable and trustworthy provider.

Alan B.

I thought I would support a local company. I now wish I had not bothered.

All seemed to go well in the beginning. They said someone would be around before the installation date. Indeed they did come and provide the cable to the premises. They even turned up to install the router on the date they said they would. And there the positivity ended.

I was not able to be there on installation day, but my wife was home. After they had finished, they informed my wife all was connected and I would receive an email within 1/2 hour. I did not. The WiFi router password was hand written on a card.

When I got home I tried to connect to the router, but it didn’t work. The router was clearly second hand. It even had the sticker still attached with the previous password displayed. In addition they had disconnected my SKY broadband and left me with no service or phone line. I contacted their customer service line. They told me no one was available to help, but someone would contact me to resolve the issue, they did not.

By this time I had had enough. I contacted customer service again and told them I wished to cancel their service and would seek an alternative. They said I had to give 30 days notice. I pointed out that their contract stated I had 14 days from the installation date to cancel, without giving a reason. They seemed to be unaware of that clause.

Almost without exception, every thing they said they would do they did not do. Rarely responding to my emails or doing what they said they would do. Even after agreeing to cancel their service, I received emails regarding the cancellation of the Direct Debit.

I contacted them regarding the removal of their equipment, which was of no use to me. They told me to throw it away. I asked them to email that to me, which they did.

Even now I am receiving text messages daily, regarding engineers coming prior to installation. The text messages cannot be replied to, so that is not helpful. I have emailed them to stop harassing me, but in true form, they have not replied or stopped the text.

I would like to say that all those I spoke to were polite and apologetic, but that does not help if you fail to deliver the promises you make.

Deer reader, if you have suffered my plight this far, I would urge you to tread carefully if you are considering following in my weary footsteps.

Andy A.

Revised 21/11/23 & 9/1/24
All new reviews give similar stories and unfortunately I've not found it any different. A month after installation I still have no VOIP and have no idea what has happened to my ported number.
Sign up - instant
Installation - quick, clean and neat.
Chat for support - have used once now.
Email for support - they do not appear to use a ticket system (I now received an automated email of receipt but no reference number to quote if I have to call) and have only received 1 response about the temporary number from 'porting'. With days in-between responses. UPDATE Jan '24 - ticket system is visible and emails with tech support working well.
Phone support - takes ages to get through if you are not waited out. UPDATE Jan '24 - phone support now responsive and informative

Hub - provided hub is preconfigured and the customer has no access to settings. I have no idea who is using my network and was asked to photograph a QR code as a copy of my connection settings! I can't check if a VOIP line is being detected (BT Graphite 2500 not supported so had to buy a new phone). No control over guest WiFi name, static/DHCP reservations, MAC Allowlist, WPS off, viewing throughput etc.

Update Jan '24 - locked down Nokia router is due to security risk! Setting switched to Bridge mode on the provided Nokia router by remote Jurassic techs who provided me with PPPoE credentials. Using Google WiFi Router my now self managed network is back up and running as I'd like it. Waste of a decent spec Nokia PON router and taking up a power socket but support were very responsive.

TalkTalk 60 broadband and phone service were cancelled without my consent as I only requested the phone porting. I found out when TalkTalk (who I have to say I've had no faults with for years) called to ask if there was anything they could offer for me to stay. Furious, as the Jurassic information states do not cancel until the service is confirmed working.

Update 18/2/25. Service (now Cuckoo Fibre) has been running without hitch and has maintained the speeds specified. Using the Nokia PON router provided, in PPPoE Bridge mode. Self supplied Google WiFi mesh. Raised a star for no downtime.

Sam W.

We decided to go with Jurassic due to our internet usage going up and Jurassic being only FTTP available.
They tried 3 times to install having been promised our street was ready!
1st time conduit blocked.
Chase another couple of times and they decide re-book another install and they fail.
Chase again as they decided to port my current number without installing fibre so lose all internet. Get no where until they tell me the blockage is cleared! Install team turn up and and guess what it's still blocked. Install team tell us this happens all the time! Told they won't dig it up to sort out as it's not in their budget! Left thinking well don't promise something if you can't deliver.
Decided to to ditch Jurrasic and go back to copper! Openreach don't look like they are go get moving with thier install in the street due to civil work needed. Was left feeling pretty deflated at this point 😡

UPDATE 1: phone call to say they can still install by running cable from a different direction 🤔 Have asked for further clarification on this and awaiting an update. But do have have alternative supplier lined up.

UPDATE 2: Much to suprise Marie at Jurassic took my case up and I now almost have full fibre. They arranged for the Dare Utilities to dig the pavement up and clear the blockage which they did in less than an hour. 4 Site Fibre then rocked up and ran the cable to the property. Jurrasic have said the final install will take place on Tuesday 11th February. I will update this review once installed with my final view on the whole experience

UPDATE 3: We have fibre at last! Internet so much better as a result. No drop outs WFH. Myself on teams call with wife and son in another room on Zoom call to an online tutor no issues for a change. The router Jurrasic provide is locked down by them (probably good enough for 98% of users). However, having NAS drive and using port forwarding rules I need to be able administrator my own router. However, not an issue as they where able to put their router into modem mode so I can use mine. Downside my router is few years old so doesn't have the latest WIFI standards to keep up with fibre so speed drops to 100mps when next to router. So have treated myself to a new router which should allow for the full speed to be experienced.

Few pointers of considering Jurrasic.
1.Don't use OTS to switch from existing providers instead cancel them when fibre is in place (check for any cancellation fees). This will allow for any hiccups.
2. Be prepared to use yourown router if need admin rights (not an issue in my opinion)

I will say Maria has been really helpful with us and she has put up with a lot of hassling from me to get everything over the line. She clearly did a lot of hassling behind scenes. Also it became apparent Wales and West caused the blockage when renewing a gas mail (don't ask about Thier service!

Early days of having fibre but let's hope it proves worth it. Nice not to have to wait for openreach who said they where going to do our road by 2026 now seem to have dropped all plans!

Tanya J.

I have been a customer of jurassic fibre for several years and had been promised no price hikes but have recently had an email to say my price is going up. I have taken this up with ofcom as getting no response from emails I have sent to them. It's shocking and have been miss sold

Darren M.

The single worst company I've ever dealt with. Two failed installation dates, two days of unpaid leave wasted. Empty promises and blame put on third party contracts. No official complaints department it seems, every telephone operator can deal with complaints, but nobody actually does anything. I wish I could leave a review of less than one star.

Emma R.

It’s very rare that I write a review but here we are:

I chose to get Jurassic fibre and it clearly stated on the website that when doing this, they contact your landlord for permission first and then go ahead and confirm the installation date.
The installation date was about 3 weeks (probably normal wait time)
The installation was supposed to be yesterday (mon 9th) my son was also aware and excited about this (he’s autistic),
The guys came and waited outside to wait for the go ahead from their manager for me to be told they havn’t got permission.

I called up my landlord and they havnt even contacted them at all, they said it’s fine to do as long as they write in email explaining what they need to do to the house to install.

I then called up Jurassic fibre and they said they would get back to me on the same day,
10 mins later I received an email to say the installation team have rescheduled a visit to my home on the 9th (same day), I then called my landlord to check if they have been in contact and they havnt and they didn’t turn up.
So firstly I was lied to, I waited at home to be let down, then I waited for a phone call back.
Absolute careless service, I am very unhappy and I have to deal with an upset son which as you can imagine is very draining being a single parent with an autistic child!

I think Jurassic fibre really need to buck up their communication.
Apart from that, the communication on the way up to the install was good.
All we need is for an email to be written to landlord which they will be happy to approve and our internet up and running.

Graham H.

Avoid this company, they simply do not care.

They are expensive, rude and harass people.

They dug all the way across my drive without any warning leaving me unable to leave my house for several hours. I rang them and they simply didn't care. They said I should have received a notification, but I didn't and nor did one of my neighbours. That means out of three houses up the drive they notified one and locked the rest of us in our houses. No apology nothing -appalling.

To add insult to injury have been harassed by this company calling me to ask to change my broadband. I have told them no and that they are more expensive than most other providers and yet they keep on calling me. I have very politely asked them to stop, but they keep calling.

A terrible heartless company in every way.