Cuckoo Broadband Bewertungen 

He was good and help me out as good

Solved my problem

My service has been unavailable for almost 2 months. Repeated tickets as they kept closing the original ones saying it was fixed when it wasn't. After weeks they eventually admitted to an issue in their wider network. Claiming this was fixed they are now blocking my device from registering on their network. Repeated engineer visits and I am no nearer a fix. I work from home regularly and this has caused many issues, I've now had Openreach put second line in that is working fine. Will be terminating my agreement as they are clearly in breach of their contract. According to the engineer I'm not the only person with issues in SN10

It should also be noted they send emails saying an engineer will come on a certain day at a certain time and you could be charged £200 if you are not there, they ask you to cancel 24 hours before to avoid the charge, the catch is the emails often come less than 24 hours before the appointment in the evening so you cant actually rearrange in time! Their incompetence is truly off the charts! Quite often nobody turns up on the day of the appointment, or they turn up when you haven't been notified. Sometimes text messages are sent by they rarely match the date and time of the email, they will differ by a day!

Ankit was very fast and helpful in assisting me with my hardware issues and made sure the technical team would be in touch to resolve things quickly

I've been with Cuckoo (formally Giganet) now for over 4 years. Needed a replacement router as the LAN ports started to fail on the original router. They sent one out free of charge with next day delivery.
I had to phone them when it arrived as I needed help to configure the login details. I spoke with Aloto on the phone who was able to quickly diagnose the issue through a video link on my mobile, and provided me with the missing credentials. Had it up and running in 5 minutes.

Aniket was veey helpful at explaining the situation and the next steps

Problem was dealt with efficiently

Initial contract price was fine. Though I never complained about the speed, I was receiving below what I was paying for. Didn't bother me as the price was decent. Renewal price was higher and decided to go with a different company. Cuckoo called with aggressive tactics and unreasonable counter offer. Rep kept calling me by the wrong name. Overall, absolutely terrible customer service. Hated the experience enough to leave a review because they pride themselves on the "4.6 trust pilot"!

K J was very he was vey helpful polite and friendly

Helped restore my services and was very pleasant and respectful

Good support from Arshad who responded quickly and knowledgeably to my questions.

Awful customer service and downright predatory end of contract practices.

I was offered a renewal price that was significantly higher than existing, as well as worse value than other providers. Decided that it was no bother, I would just cancel and go with another supplier. Arranged the deal with the other supplier, who then informed Cuckoo and sorted everything out their end.

After several hours of calls with the astonishingly slow Cuckoo call centre (the original takeover date was set incorrectly, so had to be amended to coincide with the end of the contract), everything was fine and set.

Or so I thought.

Fast forward to the new takeover date, and Cuckoo have cancelled my service (as expected) and new supplier takes over. I then get a text message from Cuckoo claiming I owe them nearly £150 as apparently I didn't give notice at the end of the contract! Leaving aside that £150 is an outrageous figure, equivalent to just under 5x my previous monthly bill, the fact remains that I spent HOURS on the phone to their customer service sorting out the cancellation of the contract! Apparently none of the many people I spoke to bothered to write this down on their system?

They also claim that the new supplier didn't send a notice of disconnection which is a clear lie, as they disconnected the service 2 days before the contract end date, on the same day the new supplier took over.

Cuckoo used to be great but have fallen off a cliff in the last year, would advise everyone to avoid like the plague now!

Thank you Aloto you helped me reset my password and helped me with my wifi questions. You are very kind and helpful. Great to have your help. Once again thank you 😊 Very happy customer.

Positive experience with Arshad who was helpful, concise and got the job done :)

AnuragM helped reconnect the internet following a power cut. Very professional. Clear concise instructions.

Cuckoo provide an eero router, which ironically requires an internet connection just to set up. At the end of your contract, they then expect you to pay an additional £7 per month to keep using the router - a fairly essential component of an internet service!

Trying to cancel is equally frustrating. Rather than simply accepting your decision, you're subjected to repeated phone calls demanding an explanation for why you're leaving. It feels more like harassment than customer service.

To top it all off, when your contract ends, you're expected to return the eero router at your own expense. Most other ISPs I've dealt with provide prepaid returns packaging, but apparently that's too much to ask from Cuckoo.

Between the additional charges, relentless retention calls and the cost of returning their own equipment, the whole experience leaves a very poor impression.

I'd recommend looking elsewhere for an ISP that makes things easier for its customers, especially when they decide to leave.

Immediate response from Surya
Very helpful. He understood my problem straight away and is resolving the issue

Helpful and fixed the issue I had, KJ

Been a customer with cuckoo for two years, has to be the worst/most useless customer service I've ever experienced. After my first year on the full fibre 500 plan I tried to renew my contract on the faster plan (I had a 2.7 gbit line at the time, they told me they didn't know how to do this and they wouldn't be able to do this because they were under staffed and the people manning the service desk phones didn't have the ability to do this and told me even if they escalated it wouldn't get done. But couldn't tell me why that was? They could only renew the plan I had already so I did so for the sake of my my sanity.

Fast forward to the end of our contrate date (05/11/2026) I tried to get ahead of the curve and ask their customer service to not auto renew my plan because I wanted it to end and decided to use the live chat... I wasted 10 minutes navigating the useless AI bot to actually speak to a person and finally got through to Aniket, I explained my incredibly simple request and after about 15-20 minutes of back and forth, they typed up 3 paragraphs trying to sell me additional products instead of getting on with it! Despite me explaining already that I wasn't able to transfer my service to a new location and had already opened a new internet contract with cuckoo (which I now regret), this is information that is also on my account to view. So after 20 ISH minutes I had to ask AGAIN to turn off the auto renew for my service after my contract date to which I was told couldn't be done because they were having a "system error" and they would get to it when this system error of unknown timeline was fixed!! And then also informed me that after my contract end date is up, I still have to give cuckoo 30 days of notice, despite the entire point of having a contract being to specify the length of time I'm paying for a service!! So I will now have to pay and additional month out of contact for the new service!? The entire point of a fixed term contract is that when the fixed term ends, you're released from it! That's some fine print!!

All of this nonsense despite the fact that I'm still with cuckoo, just on another plan!! Absolutely nonsense. Can't wait for the return of my router to be an equally painful exercise as every single time I've tried to contact cuckoo customer service theyve been unavailable or useless. At one point they just disabled my customer login account and I had to register it again with my URN! When I first got my plan in 2024 their customer service went through a multi month process of being entirely uncontactable and the app was equally useless. This company goes through periods of just having no support staff and I would doubt even after the merge with onestream that this has improved much.

AVOID IF YOU CAN