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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Review summary
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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
Hasn’t replied to negative reviews
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Missed installation date and no response to complaint.
They did not turn up for installation and I had to wait in all day. They did not contact me before or after. When I finally contacted them the following week they made an excuse which did not correlate with my discussions with the installation provider. I raised a complaint. Weeks later I have had no response. I have also rung, and still had no response.
January 8, 2025
Unprompted review
Reply from Jurassic Fibre
Hi,
We’re very sorry to hear about your experience and the frustration it has caused. We can see that a member of the Customer Care management team has been in touch regarding your complaint, and we are currently looking into what we can do to address this situation.
We deeply regret the missed installation and lack of communication, and we’re committed to resolving this for you as quickly as possible. If you have any further questions or concerns in the meantime, please don’t hesitate to reach out.
Best regards,
Jurassic Fibre
Disappointed
Initial conversation with salesman went very well. However, after two attempts at trying to get an installation date I phoned customer services. I got given a date but no one arrived or contacted me. Have heard nothing since. Very disappointed as I wanted to support a local company. Would not consider them again as I need reliability.
November 28, 2024
Unprompted review
Reply from Jurassic Fibre
Dear Rebecca,
Thank you for sharing your experience with us.
We are truly sorry to hear about the issues you’ve encountered and the inconvenience caused by the missed installation and lack of communication. This is not the level of service we strive to provide, and we completely understand your frustration.
A member of our team will be in touch to discuss your concerns and work towards a resolution.
We value your support and would like the opportunity to restore your confidence in us.
Kind regards,
The Jurassic Fibre Team
Olesya Isupova the Telesales Executive
Olesya Isupova the Telesales Executive for Jurassic Fibre was so helpful with all the details of signing up and everything was done so perfectly with no worrying on my part at all.
Thank you Olesya.
January 6, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Rad,
Thank you for your kind words! We’re so glad to hear that Olesya made your sign-up process smooth and worry-free. We truly appreciate your feedback and will be sure to pass on your thanks to her.
If you need any further assistance, don’t hesitate to reach out - we’re here to help!
Best regards,
Jurassic Fibre
Esta was friendly and informative
Esta was friendly and informative, she answered all of our questions with confidence and knowledge and made the switch really easy.
January 7, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Dorset,
Thank you for your wonderful feedback! We’re so pleased to hear that Esta was friendly, informative, and made your switch to Jurassic Fibre easy and seamless.
If you have any more questions or need assistance in the future, don’t hesitate to reach out—we’re always here to help!
Best regards,
Jurassic Fibre
Knowledge is power
I called and within 30seconds I was put through to Bruno. I asked why my son was experiencing lagging whilst gaming even though I had a fast connection. We ran some speed tests worked out the issue and came up with the solution. Bruno was polite and knew what he was doing, good customer service.
January 7, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Jason,
Thank you for sharing your experience! We’re glad to hear that Bruno was able to quickly assist you and help resolve the issue your son was facing with lagging while gaming. It’s great to know that his knowledge and professionalism made a difference.
We truly appreciate your feedback and are always here to help if you need anything further.
Best regards,
Jurassic Fibre
Brilliant experience on the phone…
Brilliant experience on the phone everything sorted in mins thankyou
January 7, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Chris,
Thank you for your great feedback! We’re so happy to hear that your experience on the phone was quick and efficient, and that everything was sorted in minutes.
If you ever need further assistance, don’t hesitate to reach out. We’re always here to help!
Best regards,
Jurassic Fibre
Ongoing......
So here we are - more emails to their "Customer help" - no comms, no follow up and again promises that hold no water what so ever. We are months into our contract and still experiencing dropouts "No internet" - many visits from engineers and still not resolved.
January 7, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Philip,
Thank you for taking the time to leave your review. I’m truly sorry to hear about the ongoing issues you’ve been facing and the frustration this has caused.
I can see that a member of our management team has reached out to you to discuss the situation further. Please rest assured that we are committed to resolving this issue for you as quickly as possible.
If there’s anything further you’d like to share or discuss, please don’t hesitate to get in touch. We truly value your feedback and are here to support you.
Kind regards,
Jurassic Fibre
Olesya Isupova was really helpful
Olesya Isupova was really helpful, clear and friendly setting up our broadband service. Making it an easy, stress free experience.
January 6, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Kimberley,
Thank you for sharing your positive experience with Olesya! We’re so glad to hear that she made setting up your broadband service easy, clear, and stress-free.
We truly appreciate your feedback and will be sure to pass on your kind words to Olesya. If you need any further assistance, don’t hesitate to reach out - we’re here to help!
Best regards,
Jurassic Fibre
Exceptional service and great…
Exceptional service and great communications relating to a house move, honouring my lifetime discounted rate at the same time. Well done, this is how businesses should be run !
January 3, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Scott,
Thank you so much for your kind words! We’re thrilled to hear that you had an exceptional experience with us during your house move, and we’re pleased that we could honour your lifetime discounted rate.
Your feedback means a lot to us, and we’re proud to provide the level of service that you expect. If you need anything else, please don’t hesitate to reach out.
Best regards,
Jurassic Fibre
Great customer service as usual
Had a great chat with Bruno in relation to a speed issue I had. Bruno had the issue resolved in lightning speed and provided some great advice around SSIDs.
January 6, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Eddie,
Thank you for your fantastic feedback! We’re thrilled to hear that Bruno was able to resolve your speed issue quickly and provide helpful advice on SSIDs.
We pride ourselves on delivering great customer service, and it’s wonderful to know that Bruno was able to assist you so effectively. If you need any further help, don’t hesitate to reach out - we’re always here to support you.
Best regards,
Jurassic Fibre
Spoke with Esta today about switching…
Spoke with Esta today about switching over from BT. Very efficient and helpful, would recommend
January 3, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Melissa,
Thank you for your wonderful feedback! We’re so pleased to hear that Esta was efficient and helpful in assisting you with your switch from BT.
We truly appreciate your recommendation and are excited to welcome you to Jurassic Fibre. If you have any further questions or need assistance, please don’t hesitate to reach out - we’re here to help!
Best regards,
Jurassic Fibre
Jurassic Fibre Install
Had Dustin Lowe as our engineer today and was very impressed with his professionalism and knowledge/skill-set.
Thankyou for getting us up and running today!
January 3, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Connor,
Thank you for taking the time to share your experience! We’re thrilled to hear that Dustin provided such a professional and skilled service during your installation.
It’s great to know you’re up and running, and we’ll be sure to pass on your kind words to Dustin, he’ll be delighted to hear them.
Welcome to Jurassic Fibre! If you have any questions or need assistance in the future, don’t hesitate to reach out.
Best regards,
Jurassic Fibre
Marie
Marie, my customer service advisor is Amazing! Helpful, respectful and a real joy to talk to, my issue was sorted quickly and the aftercare was also brilliant. 5 stars 🌟
January 3, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Paul,
Thank you for your fantastic feedback! We’re delighted to hear that Marie provided such amazing service and made your experience a positive one. It’s great to know that your issue was resolved quickly and that the aftercare met your expectations.
We’ll be sure to pass on your kind words to Marie, she’ll be thrilled to know she made such a great impression.
Thank you for choosing Jurassic Fibre, and if you ever need further assistance, we’re always here to help!
Best regards,
Jurassic Fibre
After yet another month waiting for…
After yet another month waiting for fibre installation on 31st December, it was not a surprise when it didn’t happen. No promised text message, no phone call and, despite my being at my property, a card slipped through the letterbox apologising for having missed me!
December 31, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Charles,
Thank you for your feedback, and we’re truly sorry for the inconvenience you experienced during the installation process. We deeply regret the delay and the frustration caused by the lack of communication. The note being slipped through your door instead of a proper interaction was not the experience we strive to provide.
We also want to apologise for the missing text message and phone call. We were experiencing issues with our texting system at the time, and we are actively working to resolve this to ensure better communication in the future.
I can see that you are now installed, and we hope you’re satisfied with your service.
If you have any further concerns, please don’t hesitate to reach out—we’re here to help.
Best regards,
Jurassic Fibre
Connor House - very helpful and knowledgeable.
Just had a call from Connor House to arrange transferring my broadband over to Jurassic when my BT contract ends. He is very helpful, easy to talk to and takes the time to explain everything in easy to understand terms.
I am looking forward to my move to Jurassic and if everything goes as well as my dealings with Connor, then I shall be very happy.
January 2, 2025
Unprompted review
Reply from Jurassic Fibre
Hi Mark,
Thank you so much for sharing your positive experience with Connor! We're thrilled to hear that he was helpful, knowledgeable, and made the process clear and easy to understand.
We’re delighted that you’re looking forward to joining Jurassic Fibre, and we’re committed to ensuring that your transition is as smooth and seamless as possible. If you have any questions or need further assistance along the way, please don’t hesitate to reach out.
Welcome to Jurassic Fibre - we’re excited to have you on board!
Best regards,
Jurassic Fibre
Rupert managed to sort out our Jurassic…
Rupert managed to sort out our Jurassic installation, after not hearing from Jurassic since our previous promised installation date of 30 May 2024, 7 months of silence
December 27, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Peter,
Thank you for sharing your feedback. I’m sorry to hear about the delay you experienced—it’s not the level of communication we aim for, and I truly appreciate your patience during this time.
I’m glad Rupert was able to step in and get everything sorted for you. We’ll use your feedback to ensure we improve our processes moving forward. If there’s anything more we can do to help or if you have any further concerns, please don’t hesitate to get in touch.
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
Tiaan has just repaired our fibre optic…
Tiaan has just repaired our fibre optic cable as we had lost connection. I reported the fault on Monday and he arrived as promised at 8.00am the next day (Christmas eve). He phoned ahead to confirm his arrival time, he diagnosed the problem and fixed it quickly with no fuss. He explained the cause of the problem and even helped me re-connect my laptop and phone. Great service from Jurassic and thank you Tiaan.
December 24, 2024
Unprompted review
Reply from Jurassic Fibre
Hi there,
Thank you for sharing your experience! It’s fantastic to hear that Tiaan provided such brilliant service, especially on Christmas Eve. From arriving promptly and fixing the issue quickly to helping reconnect your devices, it sounds like he went above and beyond to ensure everything was sorted.
We’ll make sure Tiaan knows how much you appreciated his help. If there’s anything else you need, just let us know—we’re always here for you.
Wishing you a wonderful festive season! 🎄
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
After initial installation of our fibre…
After initial installation of our fibre from Jurassic fibre we were having a few problems ie poor signal and buffering, so Andy came from 4 site fibre, he moved the router then checked every room for signal strength, so much better now, Andy was really helpful tidy and professional thank you for sorting the problem
December 18, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Angela,
Thanks for letting us know! I’m so pleased Andy could help sort out the signal issues for you. It sounds like he did a brilliant job moving the router and checking everything to make sure things were working perfectly. I’ll be sure to share your lovely feedback with him—it’ll mean a lot!
If there’s anything else you need, just give us a shout. We’re here to help!
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
Thanks
It looks as though Jurassic fibre have now got me online and I am not one for negative reviews I have come back to edit my review.
After a frustrating start it looks as though everything is working great, thanks for sorting it so quickly
December 19, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Dennis,
Thank you for sharing your feedback, and I’m sorry to hear about the difficulties you’ve experienced with your installation. I understand how frustrating this situation must be, especially with the holidays approaching.
I can see that this matter is currently being addressed, and you spoke with one of our agents this morning. Please rest assured that we are doing everything we can to resolve this issue promptly for you.
If you have any further concerns or need additional support, please don’t hesitate to reach out.
Kind regards,
Jurassic Fibre
Great service
Steven Green was very informative and friendly throughout and we found the whole experience very positive. He talked us through everything we needed to know and the set up process was a breeze.
December 19, 2024
Unprompted review
Reply from Jurassic Fibre
Hi,
Thank you for your fantastic feedback! We’re delighted to hear that Steven provided such an informative and friendly experience for you. It’s great to know that everything went smoothly and that you found the setup process so easy.
If you need any further assistance, don’t hesitate to reach out. Enjoy your new connection!
Kind regards,
Jurassic Fibre
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