Jurassic Fibre Reviews 5,057

Shambolic company. After leaving they attempted to charge me over £280 for an early termination fee, despite the fact that I was moved from a rolling contract with Jurassic Fibre. They then agreed this was a 'mistake'. It was then revealed that they actually owed me money. For which I have been chasing for 2 months. I left a review on their other Trust Pilot, and they asked for further info from me, which I provided and they never did anything with it. I called them again chasing the payment on August 28th and was told I'd get a call back, surprise surprise didn't happen. Tweeted them a direct message and it took them 12 days to reply. Asked me to call and I'd be treated as a priority, surprise surprise I called and I'm being called back on Monday because the advisor doesn't know how to refund. Very poor way to treat a customer, especially one they know is disabled and pregnant. Avoid!!!!

Broadband/ WiFi went down Sunday night. Reported the fault early Monday morning. 3pm not heard anything. Rang Cuckoo fibre. They don’t begin to look at faults for at least 8 hours
Waited until Wednesday morning. Had email asking for availability. Gave Wednesday pm or Thursday am. Had a reply I needed to give three dates starting Thursday. Gave days as Thursday all day, Friday am or all day Saturday. No reply.
Thursday late pm rang Cuckoo again. Agent said he couldn’t tell me when an engineer was coming as they decide when they are coming.
My property has multiple WiFi controlled systems including Sky mini boxes, burglar alarm, lights, hot water system, all ineffective without wifi.
Don’t register with cuckoo fibre.

I was migrated to these charlatans from swish fibre in July. I received an email telling me my service and costs would be unaffected then my first bill was for an extra £10 a month. Immediately phoned customer non service and Jayne agreed with me and said she would sort it out. I asked what type of contract I was on as my 12 months with swish was up, never got a reply, After another email informing me of the price increase I switched to sky, cuckoo told me I was £35 in credit. I am now being hounded by a debt collection agency for termination fees for a contract I was unaware I was on. Customer service rep Marsiha has not contacted me again but would appear to have passed my details on to the debt collectors. Shocking way to treat people.

Terrible service. Complete outage of our service for 4 days. Finally after 7 phone calls we’re assigned an engineer to investigate 8 days after the problem started. No confidence in this provider at all.

Broadband went down on Thursday. Can't find any updates online. Customer care don't know anything. But tell you that you'll be updated with 8 hours. 8 hours pass and you're told oh you should have heard by now. We will escalate. You'll hear something in the next 6 hours!! Then, when you still haven't heard anything, you're told. Oh, they don't work evenings or weekends, so it'll be Monday now! WTF?? Monday comes, and still nothing. Bye Bye Cuckoo/Jurasic I'm off. Unfortunately, there is no broadband for God knows how long until my new supplier takes over. What a mess of a company.

Totally unethical company. You agree a contract with them and then they change the terms of business to suit themselves.

When asking for a call back it never happens.

try your best not to deal with this company or the new name Cuckoo (the bird that steals other birds nests, sounds about right).

We had the internet from Jurassic for maybe a year and it has been awful,always dropping out, couldn't all be on it at once, constant buffering. Finally gave up and went back to sky for a lot less money as well.

I used have ee and talk talk internet was soo good and I thought one of my colleague say it cheap and good but after Iam with Jurassic the internet is so poor and it cut of every single time Iam not happy

I have given my 30 days notice to leave Jurassic Fibre, I would really appreciate confirmation that the process has begun at Jurassic's end. to be honest I have read the Terms and conditions. and have followed them to the letter. my only concern will be having the hassle of having to deal with the inept customer services trying to tell me that I haven't given the minimum notice or them continuing to charges. fortunately for me my emails are time stamped records proving I have done what I am expected to do. I have given enough information for them to confirm the process is in motion.
Jurassic fibre and their new owners Cuckoo seem to lack any customer care skills. oh well, I'm sure the ombudsman will find in my favour when Jurassic can't be bothered to listen.

after my last review Jurassic requested that I confirm my review details supposedly so Jurassic could resolve the issue. even after several days they still didn't bother getting in contact. I wasn't shocked.

For the past 2 years, I’ve been paying for the top-speed package of 1000 Mbps, but speed tests consistently show only 36 Mbps. The internet drops out constantly. The 5G on the supplied Nokia router stopped working, and instead of sending me a new router, they remotely changed it to 2.4 GHz and its been left like that. Support always says someone will be in touch, but that never happens. Terrible service. Thankfully, my contract ends next month, and I’ll be switching to Gigaclear.

I find it an insult what utility companies do to families and present sudden 'changes' of ownership with a convenient, unreasonable price increase. Jurrasic fibres 'lifetime guaranteed price' becomes absolute bs when there is a sudden change of ownership once they've hit their quota of conversions. But it's not a change is it, it's a change of name. Same company (cookoo is jurassic) , same board, same address just a very sneaky underhand way of increasing monthly charges. Check companies house you'll see all the data. My price went from the guaranteed £20pm to £32 overnight!! I sit sometimes and wonder what do all these steriotypical robots in power do with all this wealth?!! They must be extremely happy conscious beings. Wessex water are about the only utility company that are authentic and spot on in every area of their customer support. Take a leaf out of their book!!

been with them for several years. reported the net was dropping out , unreliable. requested engineer to resolve.

The resolution left me gob smacked -
the line is to be split into two frequencies 5 and 2.4 GHz then I am to reconnect them so there will be two frequencies running concurrently that I am to resolve.

They said they would give me passwords (extras now needed) and guide me through the process of setting this up.

My response is horses for courses.... If I asked them to insert an intravenous cannula or safely calculate, mix and administer medicines through a central venous line whilst I 'talked them through it' or sent them instructions would this be okay? Of course it would not. These are my skills, not sorting out dodgy internet connections.

So why expect me to fix an IT problem?

I think not! I am now informed they wont come out and resolve it because I should be able to do this.

You pays your money you makes your choice ...it was excellent support in the past but unless you are fluent with IT issues (like splitting the internet into 5 and 2.5 GHz as I am apparently able to do ) you will be on your own!

I have looked up what the rational for splitting my previously uncomplicated and reliable wifi is to help it travel the distance - I am in a bungalow so there is not exactly any distance to travel and one of the no longer functioning wifi equipment is actually adjacent to the router so inches to travel!

It is the prejudicial attitude I find so disappointing - I have previously actually left very positive reviews re Jurassic, but not know.

Suggest you AVOID this company if you expect any technical support by way of a real person who might actually be able to help you. Might as well have a 'bot' support you for all the help the technical team seem able to provide.

I am fortunate, I have exceeded my initial contract so will simply leave. Hopefully others will read this and don't sign up unless you are fluent with IT issues and therefore able to dissect connections etc

We've been using Jurassic Fibre for a few years now and I cannot recommend them enough.

I had an issue with my details and the team was right on it and sorted it out for me
Thank you very much

"Misleading ‘forever’ discount – they increased my price despite a written contract. Had to cancel and take legal action. Avoid!

Not an honourable company since moving to Cuckoo.
As previous people have said not trustworthy. I recently got a letter saying Jurassic are merging with Cuckoo. I was given a LIFETIME offer with Jurassic. The contract says that i can pay £25 a month for a lifetime and prices will never change and that i can always stay on a monthly rolling contract so i can leave if i want to at anytime just with 1 months notice but Jurassic Fibre are liars and not honest and do not honour their promises.. I will be taking them to court about this and i might leave them too to go with someone else. They want me to start a new contract with Cuckoo which will make me lose out as they will change the monthly contract to a yearly contract eventually and put up prices. A total scam!

Anthony Merrill

We've been using Jurassic Fibre for a few years now and I cannot recommend them enough.

The whole process and service has been top since we first had the internet installed. This is the first internet service provided I've ever used that has been fantastic from start to finish.

We are moving home which sadly means we cannot continue using their service, I would if I could!

My internal WiFi went down and I spent a great deal of time trying to sort it, to no avail. Marija managed to get a support technician a few days later who could not fix the problem. I emailed her and she actioned immediately, getting a very competent guy on board who supplied new kit and getting the WiFi working well in short order.
Marija had sad that she was going to contact me again to find out whether I was happy and she did..
I am very impressed with Jurassic fibre and with the support given by Marija

I was with Jurassic for many years and decided to leave when price was increased by 50%.
Leaving is a nightmare as they deny receiving request from new provider.
If anyone decides to leave, make sure you contact them as one touch switch doesn't work and they deny everything.

Good customer support. Our wifi wasn't reaching the whole house so emailed for help. Selma and Marija answered promptly and effectively.

My service went out on a Sunday morning, I called customer services to be told their Loss of Service team don’t work Sundays. Customer services called me back at noon the following day but said they probably wouldn’t get me reconnected until the next working day. This means I will have gone 48hrs without service. Not much help at all!