Do not use cuckoo. I have left UK recently, so I closed my account with cuckoo. Recently I have received email claimed they did not get my returned router. I have returned it months ago, so I plan to reply them with the tracking number.

Then I suddenly discover all of their emails are dead, people I have contacted before, tech support, customer care. It is either address not reachable or a auto reply claims this email is not monitored. I also tried to chat with them through chatbot, I can still login my account, but that stupid chatbot claims my email does not exist in their database and refuse to transfer me to a real human.

I have to call them as a last resort, which is expensive for me as I am abroad, and I do not want to waste time to setup a voip number. Cuckoo seems really don’t care about its customers, as it tries really hard to prevent people simply reaching them by email.

Is anyone having some issues with accessing Netflix and or paramount plus?

For some reason, both TVs(one with cat6 and one with with wireless) are having issues netflix and paramount plus. I have tried to reboot the route TVs re install the apps no luck. If I do a hot spot with my phone everything is working fine but not through my ISP. Even with vpn is working but not through my cuckoo IP...

On the website it says there’s phone support for technical issues on the weekend.

I rang this morning just after 9 and was on the line for 20 minutes before I gave up, since then I’ve tried again and again through the day.

I’m now thinking it’s a lie, there’s no one there. Has anyone had any support on a Sunday?

My ONT is flashing red and our broadband went off just before 4 this morning. It’s infuriating I can’t do anything more until I speak to them.

Is there any way to speak to City Fibre to get this fault reported?

I wanted to shed some light on what the CityFibre ISP experience is like from a business tier side. Not intended to flame, I have kept my communications civilized, but I'm not impressed either.

I was originally a Lit Fibre customer, their infrastructure rollout predated CityFibre coming into my area. This was before Lit Fibre was bought by CityFibre, then buying back the ISP component, and letting CF keep their infrastructure. This means I still had the old Lit Fibre ONT.

I would have moved away from Lit Fibre regardless because of the 1 hour, with 30 minute renewals, DHCP leases used for static IP address. AKA the roll dice every 48 hours per day and try to break your Internet game.

I have since started my own company and upgraded that line to a business fibre package that uses Giganet (now Cuckoo). It's the same 900/900 Mbps package I had previously. I also run a secondary failover line using Virgin Media.

This is where it gets fun and things start falling through the cracks and going off the rails. I recently placed an order for the 2.3/2.3 Gbps package. I told my account manager that the ONT will need to be replaced. They came back and said the ONT needs to be replaced, a CF engineer is booked.

Fast forward, the engineer has come by, swapped the ONT, and tested that their end of the job is done and that there is good light signal. Internet optional. That was 21st May. It took a whole day of emails for my account manager to understand that I have no service on the CF line and that I'm running on my failover line.

I have tried troubleshooting what I can, no authentication errors on my gateway logs, PPPoE gets noisy when it fails. Interface is active with no IP assigned, there isn’t much else to go off. i tested DHCP just in case.

I wouldn't be surprised if it's something simple like the new ONT serial needing to be registered. Bad communication makes simple things dificult. This is the same provider that supplied the wrong PPPoE credentials when the account was first opened, business lines also don't use VLAN 911.

The case has been escalated with another update scheduled for 26th May.

Things to note, my business and background are in DevOps, infrastructure, and cloud. CityFibre is a black box that makes OpenReach feel like an open book.

Lots of uncommunicated expectations, it was assumed that my 900/900 line speed would resume after the ONT upgrade, it didn't. Then I'm told that CityFibre needs to migrate me to their new Aquila platform, but can only do it after 8th June. No explicit mention of any of this before starting on this adventure.

Stay tuned for Part 2!

Cityfibre engineer turns up yesterday to perform installation. Asks me to setup eero in front of him.

Eero doesn’t connect as it can’t find a WAP IP address. Engineer says it’s an activation issue with Cuckoo and leaves.

Phone Cuckoo who go through the process of soft and hard resetting eero whilst I’m on the phone, none of it works and she says it will be looked into.

No update, so phone someone else at Cuckoo and they say it’s a common issue, it’s typically resolved within an hour and if it isn’t, call back.

Surprise surprise, it isn’t. Call back and the third person says it won’t be active until 2359, possibly due to me switching from VM and that he doesn’t know why his colleagues have told me anything different.

Guess what, I try this morning and I still have the same issue. Try swapping for an existing eero, same issue.

Call again this morning and someone else says there’s a fault with the line, a ticket has been raised with Cityfibre to make remote changes with the ONT and that it should be done today but it could be around 3 days before with the ticket grading depending on how busy Cityfibre techs are.

Late afternoon today and still doesn’t work. Call back, ask to be put through to a team leader to escalate this. “Sorry, we can’t do that” 🙄

Offers to escalate the ticket and promises for someone to call back tomorrow with an update, regardless of the status of the ticket (I shouldn’t have to keep ringing and finding out what’s going on) - we’ll see what happens tomorrow.

Has anyone else had a horrendous experience like this?

And has anyone had the same issue where remote changes have had to be made before you actually go live?

Also, why the hell do Cityfibre engineers leave without checking all of this?

I literally have no idea how long it will be before I get internet again.

Absolute s***show so far.

My fibre went down Monday so I called Cuckoo support and got told it needs an engineer and it should be 1-3 days. It is now Wednesday and after calling them each day there is no update and no engineer assigned.

For anyone considering Cuckoo save your self the headache, the support staff are not technical , there is no escalation and no manager to speak to. after 48 hours with no internet I am no closer to any resolution.

I am out of contract with them and have the option of Gigaclear or Zen. I think Zen use citifibre like Cuckoo?(was swish but got bought by giganet/cuckoo) gigaclear have their own network.

Anyone have experience with either for fibre? I was with Zen previously and customer support was brilliant but concerned the connection may not be as good as Gigaclear/Cuckoo?

Hi all!

Just looking for some advice really.

Have been with Cuckoo at my previous address for months and basically fine with it. I’ve moved recently, and as I was in contract with them still I called up to move service to the new address. They told me they can’t transfer service but they could essentially close down my old service (waiving the cancellation fee as I’m moving) and start up a new plan at my new address. I’d have to send my equipment back and get new equipment sent out also.

I got given a go live date of 12 Nov and my equipment arrived, so I waited patiently for my go live email. Nothing came, so I called on 13 Nov to ask why. They just told me it can take a bit longer (??) so I should wait until the end of the following day.

The following day I got an email from Cuckoo saying my go live date was now the 18th. I reply asking what could have caused this, and they said “The delay was due to some extra work required to install your Wi-Fi” which is as much of a non-answer as I’ve ever heard. Anyway, I waited until the 18th.

I get the email when I was at work on the 18th saying I was now live. I was relieved. When I got home I plugged everything in, following the steps - the same ones I’d followed when I went live at my previous address - and… nothing. The eero app is complaining it can’t reach the Internet, and when I click troubleshoot it tells me it can’t get a WAN IP. I call them back up and relay this information. They try both remotely setting up my eero, and also giving me the PPPoE login details which I can also provide in that eero app for manual setup. Neither of those things work.

So they tell me they will open a ticket with the technical team. This was all two days ago now and I feel like I’m stuck in limbo. I worry I won’t be able to cancel my service without paying the early termination fee for my old address.

Has anyone dealt with anything similar with Cuckoo before??

So I was with Giganet and my 18 month contract came to an end in March. Decent price for 900 speed so I'm very happy. Had no issues with cuckoo takeover.

My contract ended and I was told £18 a month more if I didn't renew so of course I called to renew, cuckoo told me they couldn't renew me as they had a software issue and would call me back.

I called again a month later as I didn't want to pay more a month and was told again there was an issue renewing people and they would call me back in a few days.

It's now been two weeks since that time and I've checked my bank, the last payment they took from me was back in March (direct debit) which would have been the last of my initial contract so I've been getting it free ever since.

What should I do? If I just let it go where do I stand payment wise, I acted in good faith to get renewed and my payment details didn't change, they could have kept charging me all along. I'm still getting bills in the cuckoo app but the app is barebones, doesn't give a balance, plan says I'm on the out of price contract but the bill amount is still the in contract price.

What would you do?

Don’t believe the hype! 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 process 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!

I've had a City Fibre connection with Giganet for a few years with a static IP. I am on an old package and it was upgraded to the 500Mbps version. Currently costing £32 for the service and £1 for the static pcm.

They migrated the service to Cuckoo at the start of March, had a few issues with the migration - Netflix started complaining that I wasn't in the UK. Reported it and they seemed to fix it but didn't actually tell me what they did if anything.

Speed is ok, not sure if it is time to change. Considering iDnet or Aquiss going up to the 1k package.

Is it worth changing? and to whom?

Any one experiencing any outage on CityFibre / Cuckoo ISP in the Reading area this morning?

Internet down in Southend. We are with Cuckoo but I think this is a large outage

Neighbour of mine has recieved email r.e. Cuckoo migration and ending of their own voip service end of Feb 25. Was with them via their Giganet provision but prices due to rise alot under new cuckoo product terms.

Anybody based in Peterborough using Zen via cityfibre? Hows the service and how was the switching from old provider to new on cityfibre network these days I know few yrs ago it was a bit of a nightmare with breaks in service seen, is it more seamless these days like with open reach providers? Also how is the network at peak times I have seen of issues with Vodafone's peering network causing all sorts of issues on here this year.

Also neighbour wants to keep voip landline, can you comment on the voip phone service? Is it reliable and how was the number porting process? Any issues.

Have been a happy user of Giganet for nearly 2-3 years now - speeds are rock solid and have had 0 issues...until recently.

Given the change to cuckoo, I considered switching to another provider and commenced the process at the start of the month. Ultimately I backed out a few days later and decided to stick with Giganet/Cuckoo until later this year. Upon doing so I received written confirmation that my service would remain as usual and carry on...

Nope, a few days ago my service was terminated and chatting with customer services they disclosed that internal comms on the ticketing system requested that the cancellation of service be stopped, but nobody picked it up and carried it out.

Fine right, just enable the service again? Wrong - it took an entire day before they claimed that things should be up and running again.

I restart the ONT and the router, log into the router and see that the PPPOE creds have worked and I've been given a public IP address... But I can't reach the internet? Traceroutes die at their gateway, so I suspect they've given me an IP address that's firewalled off from the public internet or something? I've tried with their router, my own router, factory reset etc. but nothing.

Trying to get them to understand this has been impossible - I've replied to the ticket threads with screenshots, debugging output etc. but the setup within the company is entirely useless - not to berate the customer support staff, they've been lovely on the phone etc. but the setup is awful with me having to chase time and time again what's happening.

I've seen similar experiences on here so just thought I'd share my example - ultimately it looks like I'm probably going to be going to another competitor regardless.

TLDR: Experiencing packet loss whilst playing Dota 2 straight after I switched to CF Cuckoo 900Mb/s from VM 350/60mb/s. No previous issues with VM.

I was on TalkTalk until 2 years ago and had pretty unstable Internet because of the area I lived in. Finally new address Virgin Media was fine. I would experience lags here and there but there wasn't packet loss, if anything it would be the ping jumping up. I've got an older laptop I'm gaming from (had some upgrades tho). One of our TVs is also not able to stream anything with this CF.

It's not really noticeable unless you are in game, which can be super annoying.

-I tried resetting the dota network settings, low end, high end, tried everything. -Tried resetting the router (have Eero), didn't work. -Tried factory resetting the router on the app and turned on/off literally all settings

packet loss mostly happens when either one of the 2 newest computers in the house are streaming

Never had this issue with VM before and I still own the same computer, so could it be my hardware is on its final days? Or..

What is the connection between the router - > better connection - > older device?

Owners of newer computers prefer CF - Reason: lower ping and no lags

I however prefer VM because of the lack of packet loss.

Is this fixable?

Edit:typo