Cuckoo Fibre - Exeter

Ben S.

Overall, a positive experience. My internet went down on a Thursday morning, and after reporting it, the issue was resolved by first thing Monday morning. A good turnaround considering it was close to the weekend. The support team answered the phone quickly, were friendly and helpful, and the engineer who came out fixed the issue quickly.

My only suggestion would be to add an online case tracker to see that progress is happening. I felt I had to chase the progress a bit by calling back several times, just to be sure things were moving. That said, the team were open and honest about the process and how to ensure it was resolved as quickly as possible, by calling back at certain points, which I appreciated.

Marcus W.

Cuckoo started off great with good pricing, good equipment and friendly staff. The speeds were fast and the connection was reliable. Everything was as advertised, until, my speeds started dropping to all my devices, from 800 to 200, I phoned after a few days and customer service was great, they said they'd look into it and phone me back. Over the next week my speeds dropped to 100/150 and I phoned again, the customer service was great again. Now my speeds are terrible and I reliable. I phoned again as still no solution. They said because the speeds were fine coming into the property there's nothing they can do. I tried to explain that every single device, wireless or not, was slow and there's a problem with the router. They refused to help. I phoned back a few days later, was told to download an app and whilst on the phone had to go into every room in the house so they could do a speed test. The guy in the phone agreed there is an issue and escalated it to Stage 2, whatever that is. Just off the phone just now, nearly 4 weeks after this started and they said they are not investigating it further, the speeds are fine. They then gave me the costs to cancel the contract saying "you're getting what you pay for"... at £52 a month for JUST internet, which doesn't work! As I right this I'm on my mobile data as the page wouldn't load on cuckoo WiFi.

Customer service is in Britain, never any waiting times or long holds... About all I can say positive.

Stephen D.

I became a customer from their acquisition of my previous provider. I have now left to go to Toob because it’s £25/month compared to £40/month for the same service. They can’t manage to send me a return envelope for their router and now they are trying to charge me £130 for not returning it. I am trying to but can’t due to their incompetence. Customer service tries to help but they seem to be dealing with corporate ineptitude.

Darrell S.

Not interested in fixing anything, listening to customers or even providing a reliable service.

They do however ensure that they never miss taking my money!

As soon as there's an alternative, I'm leaving

Paul P.

Service is reliable, but customer service for those times when things go wrong, in particular the hardware is somewhat dissapointing. Giganet were far more focused on this, shame they got taken over by cukoo. My contract is monthly so now looking at alternative suppliers who are more focused on sorting issues out.

John ?. P.

Disgusting company, sent back their router 3 months ago! And they comeback to me saying they never received it, even though they supply the pre-paid envelope. If you choose not to track it on your prepaid envelopes, that’s your fault!
Left as internet was unreliable after being moved from Giganet to this shady company

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.

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!