Called in to check my account and contract. Spoke to Lamija who listened and was proactive with suggestions for how to update my contract. No hassles, very polite and informative. Excellent customer s... See more
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I have a WiFi network with approximately 40 devices; from lighting, immersion heater, entertainment and home security. These devices assist me with daily living as I have disabilities that som... See more
BETTER THAN GREAT. I am writing from the perspective of being a vulnerable adult with severe mental health disabilities. Let me tell you the story of the last 24 hours. Yesterday I noticed m... See more
Company details
Written by the company
Experience ultrafast full-fibre broadband with Jurassic Fibre! We are an Exeter-based ultrafast, full fibre-optic broadband business building a multi-million pound network across Devon, Somerset and Dorset. Jurassic Fibre has raised substantial funds from Fern Trading Ltd, advised by Octopus Investments, to build and operate a fibre-to-the-premises network across the South West of England. We are investing over £250m into building a fibre network in Devon, Dorset and Somerset, passing over 300,000 homes, making ultrafast speeds of up to 950Mbps a reality. Please note that Jurassic Fibre is a brand name of Cuckoo Fibre Limited, a company incorporated in England with company registration number 15060036 and whose registered office is at 6th Floor, 33 Holborn, London EC1N 2HT
Contact info
Milford House, Pynes Hill, EX2 5TH, Exeter, United Kingdom
- 01392 345600
- contactus@jurassic-fibre.com
- jurassic-fibre.com
4.4
Excellent
5K reviews
Replied to 17% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
Not an honourable company since moving to Cuckoo
As previous people have said not trustworthy. Was given a LIFETIME offer and they doubled the monthly cost once they moved to Cuckoo. They even tried to say that I had a 24mth contract, all untrue. Have moved to another provider for less that the 50% offer that Jurassic reneged on. Do not trust what they say
February 28, 2025
Unprompted review
Reply from Jurassic Fibre
Dear Sue,
We’re sorry to hear that you feel let down and appreciate you taking the time to share your feedback.
We understand how frustrating price changes can be, particularly when a long-term offer was part of your original agreement. We aimed to honour the pricing for as long as possible, but due to rising operational costs, a review of our pricing structure became necessary to maintain the quality of service our customers expect.
We also regret any confusion regarding your contract terms and apologise if the information you received wasn’t clear. That’s never our intention, and we’re happy to look into this further for you if you'd like to get in touch.
We’re grateful for the time you spent with us and wish you all the best with your new provider.
Best regards,
Rebecca
Jurassic Fibre Customer Support
Not providing services to new customers
Purchased my first home and was due to settle in at the end of March 2025. When viewing the property I was aware that there was fibre connected to the property owned by Jurassic Fibre. The owners prior to me had Jurassic Fibre broadband as it was and is the only current home broadband provider into my property. Since then Jurassic Fibre have told me they will not be providing me with broadband as I’m a new customer. This has caused issues for me as it was one of the reasons I purchased the property and at the time of purchase it was still readily available but I couldn’t sign up due to the sellers still living in the property.
I work from home on a daily basis and require a strong internet connection and unfortunately without Jurassic fibre I am left with unreliable copper broadband which is not suitable for my working needs.
I have spoken to the customer services to try and resolve the issue and even tried to have the sellers broadband account transferred to me but this wasn’t an option, setting up a new account wasn’t an option even though everyone in my area currently has Jurassic fibre.
I have since been told I will have to have a deadlock letter and take this to the Communications Ombudsman, this is something I would like to solve with Jurassic Fibre. However, I have had to escalate this matter to OfCom.
March 28, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Joshua
Thank you for taking the time to leave your review, and we’re truly sorry to hear about the frustration and inconvenience you've experienced.
As part of the planned migration of services, we are no longer selling new Jurassic Fibre packages, as all services are transitioning to Cuckoo as part of a planned merger. This unfortunately means we are unable to set up new Jurassic Fibre accounts, even in areas where the infrastructure is in place.
We completely understand how disappointing this must be, especially as a new homeowner relying on a fast and reliable connection to support your work. While the change is part of a larger strategy to offer improved service under the Cuckoo brand, we recognise the timing has had a real impact on your experience.
We’d love the opportunity to help find a solution and support you in getting connected via Cuckoo if your area is eligible. Please feel free to reach out to us and we’ll do our very best to assist you directly.
Kind regards
Jurassic Fibre
Morally bankrupt
Same as others, was an early adopter and so offered a lifetime 50% discount for placing my faith in them.
No ambiguity it was even billed as 50% LIFETIME discount. A couple of years later they decide to renege on their promise and that's tough. Couple this with service that's getting worse and worse, with both increasing outages and no one ever answering their phones, they've just become another poor effort in a sea of options, choose someone else.
April 1, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Ian,
Thanks for sharing your feedback with us.
We completely understand that price changes especially when they impact long-standing offers can be frustrating. This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
Price promise means nothing.
Was promised lifetime price, guaranteed. Raised prices by 83% in one go, with no warning.
March 3, 2025
Unprompted review
Reply from Jurassic Fibre
Hi,
Thanks for sharing your feedback with us.
We completely understand that price changes especially when they impact long-standing offers can be frustrating. This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
AVOID AT ANY COST!!!
AVOID AT ANY COST!!!
I was one of the first customers in my area jurassic fiber offered me deal broadband for lifetime £17.50 per month. After 2 years they simply send me email stated that they will raise my price in 30 days to £32.00. I called the company I raised a claim they promised me that supervisor will call me in 24to48 hr time no body call. A few weeks later I recaived strange email stated that I requested changes to my broadband and they are happy to inform me that those changes will be applied to my next bill meaning i will pay more and this is what i requested BUT I NEVER DID THAT. On top of that a few months ealier i had another disappointment with this company I was paying for 2 bradband accounts for good few months because representative of the jurassic fibre company send me link for renewal when i set it up she send me another saying that the first one was wrong and i have to fill another link but she will close the first one. Unfortunately she never did! It look like this company basically is selling clients personal info such as name,bank accounts etc. AVOID!!!!!
March 1, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Ann,
Thank you for sharing your experience. We’re truly sorry to hear about your disappointment and frustration, and we appreciate you bringing these concerns to our attention.
Regarding the price change, we understand that this is frustrating, especially as one of our early customers. While we’ve worked hard to maintain discounted rates for as long as possible, the rising costs of delivering broadband have meant that we’ve had to adjust pricing to ensure we can continue providing a reliable service. That said, we absolutely should have provided clearer communication and support during this transition, and we sincerely apologise if that wasn’t the case.
We’re also very concerned to hear about the issues with your account and the difficulties you’ve faced in reaching a resolution. That’s not the level of service we strive to provide, and we’d like to investigate this further to ensure everything is put right. Please reach out to our team directly so we can resolve this matter as quickly as possible.
Finally, we want to reassure you that Jurassic Fibre takes customer privacy and data security extremely seriously. We do not sell or share personal data with third parties, and we’re happy to discuss any concerns you may have about your account security in more detail.
We truly value your time with us and would love the opportunity to put things right. Please don’t hesitate to get in touch, and we’ll do our best to assist you.
Best regards,
Rebecca
Jurassic Fibre Customer Care
Get speed advertised but horrific support
I get the speed I pay for but when ever changing packages or contacting about issues, their support is awful, close to non-existent. It took 9 months to be responded to with one issue after multiple emails. And when calling you wait on hold for 30 mins only for them to never do what they say they will do, still charging you more than they should be.
March 28, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Drew
Thank you for taking the time to get in touch
We're sorry to hear your experience with our support team has been less than ideal, this certainly isn't the level of service we expect for our customers.
We’d love the opportunity to make things right, please reach out to us on 01392 345600 or email us at contactus@jurassic-fibre.com, and we’ll do our best to sort out any outstanding issues as quickly as possible for you.
Kind regards
Jurassic Fibre
A company that has gone down the pan #PRICE HIKE
Exactly the same as many of the 1-star reviews from over the last few days/weeks, my monthly bill has just risen by approximately 50%.
To add insult to injury, I was not informed about this until I received an email a few days before my monthly statement saying, “the change to my order had been received”. I queried this the very same day (21/03/25) & received no response. I then received my bill a few days later on 25/03/25 where I was presented with the new amount. Again, I emailed to query this that same day & received no reply.
I called yesterday morning & a very unfriendly & totally unapologetic person insisted that I was emailed on 19/02/25 advising me of the upcoming changes. This person also told me that my email from 25/03/25 had been responded to. I have asked them to forward these on to me today as they have never been received which I was told they would do, & a day later I have received nothing.
Not only is the price hike completely unacceptable but not having any prior warning is a disgrace, & no response to my correspondence is just incredibly poor customer service.
And what I find sad about that fact is that over the last 3 or 4 years, I would have happily rated them with 5 stars & I have recommended to family & friends. I shall now implore people avoid at all costs.
March 27, 2025
Unprompted review
Reply from Jurassic Fibre
Hi TAJW,
Thanks for reaching out and sharing your feedback. We understand that price increases are frustrating, and we’re sorry for any disappointment this has caused.
We always strive to keep our prices as low as possible, but like many providers, we’ve faced rising costs in delivering our service. While we’ve worked hard to absorb these increases for as long as we could, we’ve had to adjust our pricing to continue providing a reliable and high-quality service. Even with this change, we remain competitively priced within the market.
Regarding communication about the price adjustment, we sincerely regret any confusion or frustration caused. Our records indicate that an email notification was sent on 19/02/25 outlining the changes, but we completely understand that missing this information can be frustrating. We’re happy to resend this to you for clarity.
We’re also sorry to hear about the delay in responses to your queries. That’s not the level of service we aim to provide, and we appreciate you bringing it to our attention. We’ll review this internally to ensure we improve response times and communication.
We truly appreciate your loyalty over the years and understand if this change has caused you to reconsider your options. If there’s anything we can do to support you further or address any outstanding concerns, please don’t hesitate to get in touch.
Rebecca
Jurassic Fibre Customer Care
Engineer haydin done very good job with…
Engineer haydin done very good job with our jurassic fibre today 03/03/2025 polite was fantastic work
March 3, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Mike
Thank you do much for taking the time to leave us feedback, we really appreciate it.
We're glad to hear you installation ran smoothly. We'll be sure to pass on your kind comments on to Haydin and his team
Kind regards
Jurassic Fibre
Outages minimal
I have been a customer of Jurassic and had an outage for the first time in 3 years. It was only for a short period, and much better than my previous provider BT.
March 25, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Sarah,
Thank you so much for getting in touch we really appreciate it.
A loss of service isn't much fun for anyone so we're glad that your only outage with us in three years was brief!
If you ever have any questions please don't hesitate to get in touch.
Kind regards
Jurassic Fibre
Excellent Service in a difficult time
So for the 1st time in 4 years I experienced a loss of service from Jurassic Fibre Ltd. However there are positives to be noted here, this was the only time this has happened since I took in Jurassic Fibre broadband which is amazing really and the fault was speedily rectified and my service back up and running within no time at all, just enough for me to grab a bite to eat [I work from home] and walk the dog around the block.
So all in all if this is how they deal with outages I am extremely impressed
March 25, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Liz
Thank you so much for your kind words!
We’re sorry you had a brief loss of service, but we’re thrilled to hear that it was resolved quickly and with minimal disruption to your day (and that your dog got a nice walk out of it too!).
We always aim to provide a reliable connection, so knowing this was your first issue in four years means a lot to us. If you ever need anything, we’re always here to help.
Thanks again for your support!
Kind Regards
Jurassic Fibre
When is "50% off for life" not "50% off for life"?
I chose Jurassic Fibre about 3 years ago because their salesman said he could offer 50% off for life for their 150Mb/s fibre link. That held true until now. I got a letter saying they could not commit to that promise any more and were putting me on the full tariff. Quoted some dubious small print which supposedly said they can change the tariff any time. If thats the case, the contract is not worth the paper it is written on. DONT TRUST THEIR SALESMEN!
March 25, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Steve
Thanks for sharing your feedback with us.
We completely understand that price changes especially when they impact long-standing offers can be frustrating. This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
Signed up to 50% off for Life
Signed up to 50% off for Life, which is supposed to last as long as my contract. My contract was a 1 month rolling contract which I haven't asked to be changed, but they changed it anyway. Was paying £22.50, now paying £32 even though the contract states they have to offer a similar package at 50%.
I've been told it's a business decision and there's nothing they can do.
I've also been told it's happened because my contract changed, which I never asked for. Seems to me they know they're in the wrong and just seeing if they can get away with it. Trading standards and Ofcom will be informed if they can't rectify this situation to my satisfaction.
Also since being bought out by cuckoo the service has become unreliable, I would avoid.
March 24, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Mr Knox,
Thanks for sharing your feedback with us.
We completely understand that price changes especially when they impact long-standing offers can be frustrating.
This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
While we know this change may not be what you expected, our pricing remains competitive, and we’d love for you to stay with us.
That said, we also recognise that this may mean you need to explore other options. If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
Breached their own contract
Signed onto jurassic 2 years ago on a lifetime fixed contract....... got an email yeasterday announcing the changes I'd requested had been applied, strange I thought, I haven't requested any changes. So I rang customer services to be told that my bill is going up by £15 a month....... now I was under the impression the a 'lifetime fixed contract' was just this.... Jurassic is in breach of this, and then the day after this blatant breach the service is down and the help line just disconnects....... I am appalled at the from a provider that I intended on remaining with and I shall be taking my business elsewhere.
March 24, 2025
Unprompted review
Reply from Jurassic Fibre
Hi,
Thanks for sharing your feedback with us.
We completely understand that price changes especially when they impact long-standing offers can be frustrating. This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
Jurassic fibre outage
Given the new contracts being issued this week without our consent or knowledge.
Now we have a major outage in the south west.
March 25, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Andrew
Thanks for sharing your feedback with us.
Please accept our apologies for the unplanned outage earlier today which effected not only our Broadband services but also a disruption to our phone lines that has made it difficult for some of our customers to contact us. We fully understand the inconvenience this has caused.
Once we were aware of the outage it became our priority to get anyone effected back online as quickly as possible.
In regards to the new contracts we completely understand that price changes especially when they impact long-standing offers can be frustrating. This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
Disappointed by the service so far
Disappointed by the service so far. Jurassic told our existing provider that they had gone live with our service when they had only completed the outside work. The engineers then didn’t turn up to 3 appointments to finish the job, leaving us without internet for 10 days. Meant I had to take unpaid leave in order to wait in for engineers who never arrived, as I couldn’t work from home as they had cancelled our internet service already… very frustrating and £££ out of pocket.
Edited to add - we were offered 50% off our first bill ie £20 when the engineers were initially scheduled to come 3 days after the outage, and we are surprised that this wasn’t increased when the outage ending up lasting 10 days.
My recommendation is not to trust the one touch switch process! I wouldn’t have minded the delays so much if we hadn’t been so inconvenienced by the cancellation of our previous service.
March 24, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Ms Stokes,
Thanks for sharing your feedback with us.
We’re sorry to hear that you have experienced issues with your Jurassic Fibre Installation. Your experience certainly falls short of what we would expect for our customers.
I can see that we have requested a little more information from you. Once we have this we will of carry out a full investigation and hopefully get this unfortunate situation resolved for you as quickly as possible.
Best regards,
Jurassic Fibre Customer Care
They broke my contract and tried to say…
They broke my contract and tried to say I asked for the changes went £22.50 to £35
March 23, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Steve,
Thanks for sharing your feedback with us.
We completely understand that price changes especially when they impact long-standing offers can be frustrating. This wasn’t a decision we made lightly, but due to rising operational costs, we can no longer sustain this level of discount while continuing to deliver the quality service our customers expect.
We’ve worked hard to keep prices static for as long as possible, even as costs in the broadband industry have risen significantly over the past few years.
If you’d like to discuss your account further, please don’t hesitate to reach out - we’re happy to help.
Thanks for being part of Jurassic.
Best regards,
Jurassic Fibre Customer Care
Marie was extremely helpful
Marie was extremely helpful, efficient, and friendly with the process of moving out and sorting the end of my contract. A real asset to the team!
February 17, 2025
Unprompted review
Reply from Jurassic Fibre
Hi,
Thank you so much for your feedback, we really appreciate it!
We'll be sure to pass on your kind words to Marie
Best regards
Jurassic Fibre
do not trust any promises this…
Liers do not trust any promises this company make to you they will break them 💯
March 20, 2025
Unprompted review
Reply from Jurassic Fibre
Dear Craig,
I'm really sorry to hear about your negative experience with us. Your feedback is valuable, and we take this feedback seriously to improve our customer experience. If there’s anything specific you’d like to share or any way I can assist further, feel free to contact us on 01392345600 or contactus@jurassic-fibre.com.
With kind regards,
Jurassic fibre
Takes 5 days for a direct debit to…
Takes 5 days for a direct debit to clear. Been 2 years maybe more they still can not get the direct debit to come out of my bank account on the day I ask.
I have rang today and the phone lines are not like they used to be English call centre staff it is all Indian sounding staff now or Phillipine sounding. Service has gone downhill quite a bit.
First call today the guys headset was not working correctly and I could not hear him at all, so I had to hang up.
Next lady 3 mins later could not deal with my query and has said she will have to email me. All this to get a direct debit date done correctly, so the money comes out on the exact day I have asked for.
Fibre internet = good.
Connection and stability = good.
Customer service = poor.
March 18, 2025
Unprompted review
Reply from Jurassic Fibre
Hi,
Thank you for taking the time to share your feedback with us
As we get ready for the upcoming merger with Cuckoo, amending payment dates isn't something that is currently available although it is something that we are working on for the future.
Direct Debits typically take around 5 days to clear from the bank, this isn't something we have any control of unfortunately.
Please accept our apologies if we were unable to resolve your issue over the phone. We always aim for first call resolution but on occasions certain queries may need further investigating before we can come to a satisfactory outcome.
Best regards
Jurassic Fibre
Perfect help!
Thank you very much for guys who just done perfect job Roundswell - Barnstaple, cheers for all advices and your help. Highly recommended!
March 18, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Matylda,
Thank you so much for getting in touch
We'll be sure to pass on your comments to the team involved. If you ever have any questions please don't hesitate to reach out.
Best regards
Jurassic Fibre
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