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
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Created with AI, based on recent reviews
What people talk about most
Reviews shaping this summary
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
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
I am very impressed with the level of…
I am very impressed with the level of service provided so far. I was fully informed of the next steps, from ordering the service up to the installation it was all seamless. The aftercare was great too as I managed to damage the fibre lead to the router my call was answered quickly and a new lead was posted out straight away with no charge. The internet speed is amazing too. One very happy customer!!
March 11, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Matt,
Thank you for your fantastic feedback! We're so pleased to hear that you felt well informed during the start of your journey, and that the aftercare you experienced after was of a high standard. Delivering exceptional service is our goal, and it's great to know we met your expectations.
If you ever need anything else, we're always happy to help!
Best regards,
Jurassic Fibre
Customer care
Installation engineers are perfect, and give you a good feeling about the decision to join.
It’s the after care that really lets them down, and surprisingly communication.
Can take an age of you have a question or any concerns.
March 7, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Neil,
We are sorry to hear about your experience.
We have requested some further information so that we can look into this issue for you.
Please respond at your earliest convenience.
Kind regards,
Jurassic Fibre
long term low speeds …
ive had the same problem after about 6 months, the internet speed drops i'm paying the premium price for the top package, speeds should be 900mbs and im getting 15mbs tops some days its down to 0.08mbs tried to resolve and after a year sending an engineer out, my tv's and laptop stop working due to the low speeds, when i try to run speed tests on pc and tv most of the time wont work again due to low speeds, i have long term mental health issues, ptsd, and anxiety so rely on the internet and my experience with other suppliers like JF are all as bad as the other , even the cheapest package speeds of 150mbs are better than im getting @ aon average 15mbs , so there not delivering
March 8, 2024
Unprompted review
Reply from Jurassic Fibre
Hi,
We are sorry to hear about your issue.
We have requested some further information from you so that a member of our team can look into this for you.
Please respond to us at your earliest convenience.
Kind regards,
Jurassic Fibre
What a joke they are conned on the door…
What a joke they are conned on the door step I would stay clear of this shite company total rip off useless customer support
March 5, 2025
Unprompted review
Reply from Jurassic Fibre
I’m sorry to hear you feel this way about your experience with us. We always aim to provide clear and transparent information at the point of sale, and we want all our customers to feel confident in their broadband service.
If there’s something specific we can assist with or if you’d like to discuss any concerns in more detail, please reach out to our customer support team, and we’ll do our best to help.
Best regards,
Rebecca
Jurassic Fibre Customer Care
Signed up to the 50% discount for life…
Signed up to the 50% discount for life meaning I was paying 22.50 pmth they have been sold to Cuckoo and upped the price to 35 pmth, also removed the discount. Since they’ve been sold the service has dropped also with the WiFi frequently dropping out.
March 4, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Alan,
Thanks for reaching out and sharing your feedback.
We understand that price changes are never welcome, and this isn’t a decision we’ve made lightly. Across the broadband industry, prices have increased significantly—by 9% in 2022, 14% in 2023, and again nearly 8% in 2024. At Jurassic, we’ve worked hard to keep our prices static, maintaining your discount beyond your initial contract period while absorbing rising costs for as long as possible. However, due to increasing costs in delivering broadband, we can no longer sustain this discount and need to bring your pricing in line with standard rates. Even with this adjustment, our pricing remains competitive in the market.
We’re sorry to hear that you’ve experienced WiFi dropouts. This isn’t the experience we want for our customers, and we’d love to help. Please reach out to our support team so we can run diagnostics and ensure your connection is performing as it should.
We completely understand if this change means you need to consider your options, but we’d love for you to stay and continue enjoying our service. If you’d like us to investigate your connection issues, please don’t hesitate to get in touch.
Thanks for being part of Jurassic.
Rebecca
Jurassic Fibre Customer Care
Comms were good
Comms were good. Engineers were professional. Final install was tidy and done fast. Colin is the man
February 20, 2025
Unprompted review
Reply from Jurassic Fibre
Thanks for your great feedback!
We’re glad to hear that the communication was smooth, the engineers were professional, and the installation was quick and tidy. We’ll make sure Colin knows he did a fantastic job!
Enjoy your Jurassic Fibre service!
Jurassic Fibre Customer Care
PRICE HIKE
I can see that like many others I have also been contacted to say that my monthly charge will increase by £14.50, even though like others I was promised that my initial 50% discount would remain for life. It also looks like we are getting the standard cut and paste response from customer service when we complain about the extortionate price hike. It would appear that they are not listening and do not care. Very unhappy with this so looking for a new provider.
February 25, 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
All good until Cuckoo Fibre happened...
After years of excellent service, I am even more disappointed with Jurassic Fibre. When I signed up, I was promised "50% off for life" as part of their joining offer, and that was a driving factor in my decision. However, I have just received an email stating that this offer is being cancelled, and my monthly bill will now increase as if I were a new customer.
This lack of accountability is not acceptable.
A good customer service would have considered for example to offer higher speed for that price hike, to remain competitive and retain the customers.
Becoming part of Cuckoo Fibre definitely did not help. I would advise anyone thinking of joining Jurassic Fibre to re-consider. I am already looking elsewhere as I found I can have more for the same price or even cheaper.
Update 20/03/25 - I switched back to an Openreach provider where I have the same service for less money and a landline too. When removing JF router from the wall, I found out after nearly 3 years that they had screwed it through a radiator pipe... and of course it started leaking in the cavity. Emergency call to a plumber and now need a plasterer too... really annoyed. Of course, they ignored my email despite my service being still active for a few more days; unreliable and unaccountable.
February 25, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Fred,
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
It's all been going well for several…
It's all been going well for several years but have received an email telling me the price is going up even though I was promised no price hikes ever and I have all the original emails. They are now not responding to my emails so I have taken it up with ofcom. Nothing in the small print to say it could go up in price.
February 6, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Tanya,
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
Shocking
Shocking. I’ve never had the privilege of dealing with such an awful company. They are great until signup then boom. No one wants to deal with a problem. They all seem to make up stuff. The last one to answer told me to hang up and call someone else. Customer service seems to hate customers. All in all shocking. My only question was have they cancelled my sky account. Not to hard. This has been going on almost a week and everyone denies that they can do that. DO NOT USE THEM UNLESS YOU WANT TO BE ON THE PHONE ALL THE TIME. don’t email either because they seem to be able to ignore these.
Update
Just been told by customer serve that if I want this sorted then I need to cancel order and start again. To do this I must call back WOW
Guess what. Set up new account as instructed and they still fail to notify sky of changeover. This is beyond believable.
February 24, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Nigel,
We’re really sorry to hear about your experience - it’s absolutely not the level of service we want to provide, and we completely understand how frustrating this must have been for you.
We appreciate that you’ve been trying to get clarity on whether your Sky account has been cancelled, and we’re sorry if this hasn’t been made clear. Unless the One Time Switch service is selected, customers do need to contact their previous provider to cancel services, as each provider has different policies on contract termination.
We also understand how frustrating it must have been to feel like you were being passed around without a clear resolution. That’s not the experience we want for our customers, and we truly regret that this has left you feeling unheard.
I can see you spoke to a member of our team yesterday and the latest update we have is that you are going to reach out to Sky.
If there is anything else we can help you with in the mean time, please don’t hesitate to reach out - we want to make this right for you.
Best regards,
Jurassic Fibre
Friendly and painless
Both the installation crews were excellent. The external one explained what they proposed for laying the cable to the house. Very neat job and pretty well concealed already under the lawn. In near future you won't know it's there. Haydn who installed the router was again very helpful explaining what he had to do setting up the router. He also put in an extender to make sure everywhere in the house had a good WIFI signal. All in all a very professional friendly service.
February 20, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Harry,
Thank you for sharing your experience! We're so pleased to hear that both installation teams provided a professional and friendly service. It’s great to know the external work was done neatly and that Haydn ensured you had strong WiFi coverage throughout your home.
If you ever need anything, we’re always happy to help!
Best regards,
Rebecca
Jurassic Fibre Team
Poor customer service
I subscribe to this company’s full package and was having Wi-Fi connectivity issues. An engineer was sent out to help resolve the issue. The engineer installed a couple of Nokia Wi-Fi extenders this seemed ok until I tried to use my printer my tv and Alexa , audio constantly drops connection/audio and tv buffers and is slow to load ! I let this go on for a couple of weeks and called to report the issue again, I was met with self service and an email suggesting to move the Nokia Wi-Fi extenders around .
I called again when I couldn’t even connect to the main router with Wi-Fi 6 .
The router supplied Wi-Fi range is so poor that just 8 steps away from it I have no signal .
Frustrated I called again and was promised a call back by the call centre staff the next day ….. I said don’t email as I have no internet to receive mail please call my Mobile.
Next day no call !!
I was able to hotspot off my sons phone and an email was receive with instructions on how to reset the Wi-Fi extenders!!!!
I have now disconnected these and have service but still poor Wi-Fi coverage from the main hub .
VERY POOR CUSTOMER SERVICE AND VERY POOR FOLLOW UP. Jurassic was great when I signed up to 950 meg but now they are part of cuckoo have gone down hill …. GO ELSEWHERE LIKE BT FULL FIBRE OR OPENREACH IF YOU WANT GOOD CUSTOMER SERVICE AND WHOLE HOME FIBRE .
February 20, 2025
Unprompted review
Reply from Jurassic Fibre
Hi David,
We’re sorry to hear about your experience and that your Wi-Fi issues haven’t been fully resolved. We completely understand how frustrating this must be, and we appreciate you bringing this to our attention.
Our team should have followed up with you as promised, and we’d like to look into what happened here. If you can provide us with your account details, we’ll make sure someone reaches out to you directly to discuss your Wi-Fi setup and explore further solutions to improve your connectivity.
We truly value our customers and want to ensure you’re getting the best possible experience. Please reach out to us so we can help.
Rebecca
Jurassic Fibre Customer Care
Jurrasic do not keep their promises
I was an early adopter of Jurrasic's services and have been using them for almost 3 years, since they arrived in Barnstaple. Because of this, I was given a "50% off broadband forever" discount.
Today I have been informed that "We’ve worked hard to keep this promise, but due to rising costs, we can no longer sustain this offer." and that my price per month will rise by £14.50.
I can understand that they may struggle to offer 50% off forever, but it's not my fault that I was offered this. In the case of them going back on this, I would expect them to maybe increase by 10-20%, but to double it and put me in line with their current new customers with 30 days' notice, basically says "loyalty is not important to us".
I have gone from a Jurrasic evangelist to leaving overnight due to their mismanagement of this situation. If they have done this to everyone else they will soon see that customers vote with their feet.
February 20, 2025
Unprompted review
Reply from Jurassic Fibre
Thanks for sharing your feedback with us, Nick.
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.
Rebecca
Jurassic Fibre Customer Care
Be warned, contact your old provider yourself
Well installation was fine. But the transfer from BT wasn't ,they wasn't notified by jurassic fibre so I had to pay another month to BT. Contacted jurassic who said it was upto me to contact BT. Not had this with any other providers before. So to me very poor service.
February 18, 2025
Unprompted review
Reply from Jurassic Fibre
Hi R Spears,
Thank you for sharing your experience. We’re glad to hear that your installation went smoothly but sorry to learn about the issue with your BT transfer. Unless the One Time Switch service is selected, customers do need to contact their previous provider to cancel services, as different providers have varying policies on contract termination.
If you could provide us with some account information, we’d be happy to check this for you and see if there's anything further we can do to assist. Please don’t hesitate to reach out.
Best regards,
Rebecca
Jurassic Fibre Team
Misleading "50% Off for Life" Offer and Poor Customer Service
I am extremely disappointed with Jurassic Fibre and feel compelled to share my experience to warn others. When I signed up a couple of years ago, I was promised "50% off broadband for life" as part of their incentive to join. This was a significant factor in my decision to choose their service, as it offered great value at £22.50 per month. However, I recently received an email stating that this offer is being rescinded, and my monthly bill will now increase to £35. This is a blatant breach of the terms I agreed to when signing up.
To make matters worse, Jurassic Fibre are completely ignored my formal complaints about this issue. Despite multiple attempts to resolve the matter directly with them, I have received no answers to my questions. This lack of accountability and customer care is unacceptable. I am now left with no choice but to escalate my complaint to the ombudsman and Trading Standards, as this feels like a clear case of misleading advertising and unfair business practices.
I would strongly advise anyone considering Jurassic Fibre to think twice. A company that cannot honour its promises and refuses to engage with customers when issues arise is not one I can recommend. Save yourself the hassle and look elsewhere for a more reliable and trustworthy provider.
February 13, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Jon,
We appreciate you taking the time to share your concerns. We understand that changes to pricing can be frustrating, especially when they impact a long-standing offer. The decision to adjust pricing was not made lightly and was necessary to continue delivering the level of service and network investment our customers expect.
We can see that your complaint is being dealt with, and we’re sorry if you feel your concerns haven’t been fully addressed. If you’d like to discuss this further, please reach out to our team—we’re happy to assist in any way we can.
Best regards,
Rebecca
Jurassic Fibre Team
Get your billing act together!
I have no complaint about the broadband service but the billing system needs improving. I had a direct debit set up which somehow got cancelled and then the service was cut off. I paid this, set up a new direct debit and then received a message that my service was to be cut off for non-payment even though I have an active direct debit. Come on Jurassic Fibre, you can do better than his!
February 17, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Richard,
Thank you for reaching out and sharing your experience. We’re really sorry for the frustration this has caused—this isn’t the level of service we aim to provide.
It sounds like there may have been a miscommunication regarding your direct debit, and we’d love to look into this further to ensure everything is correctly set up and prevent any future issues. Please reach out to our customer care team, and we’ll be happy to assist in resolving this as quickly as possible.
We truly appreciate your feedback and your patience while we work to improve.
Best regards,
Rebecca
Jurassic Fibre Customer Care
Very helpful staff
Dustin Lowe was extremely helpful in getting me set up. Thank you very much for being so understanding. I would recommend Jurassic to anyone looking for a new broadband provider.
February 17, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Barbara,
Thank you so much for your kind words! We’re thrilled to hear that Dustin was able to assist you in getting set up and that you had a great experience with us.
We’ll be sure to pass on your appreciation to Dustin—he’ll be delighted to know he made a difference.
If you ever need any assistance in the future, don’t hesitate to reach out. Welcome to Jurassic, and thanks for recommending us!
Best regards,
Rebecca
Jurassic Fibre Customer Care
All good until the fat cat Cuckoo Fibre…
All good until the fat cat Cuckoo Fibre directors didn't like the 50 percent off for life contract I was signed up for. It clearly still states on the website no price rises unless I change to different contract but the greedy company wants to double the monthly payments cancelling a LIFETIME contract. Customer services don't seem to care just quoting a get out clause. Be the better company and honor what you advertise. Also still not heard anything from my complaint of leaking 380 email address's of myself and other customers.
February 13, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Mik,
Thanks for sharing your feedback with us.
We know price changes are never welcome, and this isn’t a decision we’ve made lightly.
Across the broadband industry, prices have increased significantly—by 9% in 2022, 14% in 2023, and again nearly 8% in 2024, with many providers increasing prices every year, even for customers still in contract. At Jurassic, we’ve maintained your price throughout your contract period and beyond, absorbing rising costs for as long as we could.
We’ve worked hard to keep our prices static, but due to increasing costs in delivering your broadband service, we can no longer sustain this discount. As a result, we need to bring your pricing in line with the standard rates we offer new customers. Even with this change, our pricing remains competitive in the market.
We completely understand if this change means you need to consider your options. We’d love for you to stay and continue enjoying reliable speeds and great service—and if you do choose to leave, we’ll be sad to see you go.
Regarding your concern about the email addresses, we take data security very seriously. This issue was addressed at the time, but we’re happy to review your concerns again. If you’d like to discuss this further, please get in touch with our customer care team.
Thanks for being part of Jurassic.
Rebecca
Jurassic Fibre Customer Care
Just great!
Been with Jurassic Fibre now for 12 months. Initial issues with WiFi access in some parts of property but was sorted swiftly and with very pleasant engineers within the first week. The WiFi speed and access has been flawless. Bill notification received in a timely manner and again when they’re going to take the subscription cost from your account. I cannot fault the service I have received. Perfect !
February 12, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Terry,
Thank you for your fantastic review! We're delighted to hear that any initial issues were quickly resolved and that you've been enjoying flawless WiFi ever since. It’s also great to know you’ve found our billing process clear and reliable.
We truly value you as a customer and look forward to continuing to provide you with great service!
Best regards,
Rebecca
Jurassic Fibre Team
Signed up for a 50% off for life…
Signed up for a 50% off for life contract at £22.50 a month,but just recieved an emailed saying price is going up to £35 a month.I have talked to customer care who say" the adjustment is being made with full compliance with our contractual agreements" then quoting loads of terms and conditions! basically said if i don't like it give them 30 days notice and find another provider.
Not great customer care at all!
February 11, 2025
Unprompted review
Reply from Jurassic Fibre
Dear Donver,
Thanks for sharing your feedback with us.
We know price changes are never welcome, and this isn’t a decision we’ve made lightly.
Across the broadband industry, prices have increased significantly - by 9% in 2022, 14% in 2023, and again nearly 8% in 2024, with many providers increasing prices every year, even for customers still in contract. At Jurassic, we’ve maintained your price throughout your contract period and beyond, absorbing rising costs for as long as we could.
We’ve worked hard to keep our prices static, but due to increasing costs in delivering your broadband service, we can no longer sustain this discount. As a result, we need to bring your pricing in line with the standard rates we offer new customers. Even with this change, our pricing remains competitive in the market.
We completely understand if this change means you need to consider your options. We’d love for you to stay and continue enjoying reliable speeds and great service - and if you do choose to leave, we’ll be sad to see you go.
Thanks for being part of Jurassic.
Rebecca
Jurassic Fibre Customer Care
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.