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
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
Hasn’t replied to negative reviews
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Esta Wilson did an amazing job
Esta Wilson did an amazing job, I am abit of a nervy customer but she soon settled me and made me feel right at ease with my decision. If I do need any further contact or help in the future then I would Definetly go to and recommend Esta to anyone! Thankyou! Deserving of a definete Payrise just for being so kind 💞
December 5, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Elisha,
Thank you so much for your lovely review! I’m so pleased to hear that Esta was able to put you at ease and make your experience so positive. She truly is a star, and I’ll be sure to share your wonderful feedback with her—your kind words will mean the world to her!
It’s great to know you’d recommend her and feel confident reaching out in the future. And I’ll make sure your pay rise suggestion gets noted too! 😉
Thanks again for choosing Jurassic Fibre. We’re here whenever you need us!
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
A good recovery
In hindsight we have had a weak router signal for a quite a while. It turned particularly bad last week. It seems like it was a fault with the router and a settings issue with Jurassic. In fairness I didn’t report the problem for ages. When I did report it, it was dealt with really well. Firstly by Joshua in customer services, then by a field engineer called Tim B. Tim was really knowledgeable, helpful and professional, an around top pro and nice guy. I do feel Jurassic owe me one for putting up with a faulty router/poor signal for so long?
December 4, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Duane,
Thank you so much for taking the time to share your experience with us. We’re pleased to hear that Joshua in customer services and Tim, our field engineer, were able to resolve the issue for you. Your feedback about Tim’s knowledge, professionalism, and friendly approach is greatly appreciated- we’ll make sure to pass your kind words along to both Tim and Joshua.
We’re sorry to hear you dealt with a weak router signal for so long before it was resolved. We truly appreciate your patience and understanding. Joshua will be reaching out to you shortly to discuss a goodwill gesture as a thank-you for sticking with us through the challenges you experienced.
Thanks again for your feedback, and we’re glad we could turn things around for you.
Best regards,
Jurassic Fibre
WiFi Connectivity following installation.
Brilliant service from a really helpful gentleman called Stuart, who was extremely knowledgeable and patient with troubleshooting my WiFi connectivity problems in an isolated part of the house. Great support, clear communication, and reassurance throughout that there would be a step wise approach to solving the problem. I cannot fault the service so far with Jurassic Fibre, or the customer service I have received and am really glad I made the switch to them!
December 3, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Becky,
Thank you so much for your kind words! It’s fantastic to hear that Stuart provided such knowledgeable and patient support to help resolve your WiFi issues. We’re lucky to have him on the team, and I’ll make sure your feedback gets back to him—it’ll make his day!
I’m so glad you’re happy with your switch to Jurassic Fibre and the service you’ve received so far. If there’s anything else you need, don’t hesitate to reach out—we’re always here to help.
Welcome to the Jurassic Fibre family! 😊
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
My mum signed up with them her engineer…
My mum signed up with them her engineer Dean was brilliant explained all that my mum needs to left all as he found it quick installation very polite all hooked up and is definitely quicker than her previous provider my daughter is with them and she thinks they are brilliant too
December 4, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Mrs. Farmiloe,
Thank you for taking the time to share such lovely feedback! We’re so glad to hear that Dean did a brilliant job helping your mum, ensuring everything was explained clearly, left tidy, and installed quickly. It’s wonderful to know she’s already noticing the speed difference!
It’s great to hear your daughter is also enjoying her service with us—it means a lot to have your family’s trust. If there’s anything more we can do, please don’t hesitate to get in touch.
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
Cannot deliver on time, customer service seem have no info and do not follow up
I rarely leave negative reviews, but I feel compelled to share my experience to help others and to encourage Jurassic Fibre’s new ownership to prioritize communication and customer service. While I understand there may be challenges with restructuring after a buyout, the current approach risks losing customers. I provide this as a warning to others that older positive reviews may no longer be representative of the current situation in the company
Here’s what happened:
- A day before an external team was scheduled to arrive, I called customer service to request advance notice for my landlord’s availability. I was then informed that the appointment had inexplicably been removed from the schedule. The representative assured me they would resolve the issue and keep my landlord updated.
- A week passed with no communication. When I followed up, I was told again that no information was available, but a message would be sent to investigate, I was given no information on what the previous customer service rep had done if anything.
- Another week went by with no updates. On my next call, a different representative reviewed the case, they spent time going through my previous transcripts, but couldn’t confirm why the previous appointments were missed or if earlier follow-ups had even been actioned. They scheduled a new appointment nine days out but offered no guarantees or explanation for why it would proceed any differently.
- Frustrated, I expressed my concerns about the lack of communication and accountability, I tried to find out why things would be different this time, Instead of addressing these concerns, or just allowing me to express my frustration and listen, the call was abruptly ended while I was still talking. I was not rude or disrepectful, or make any personal attacks, just expressed how a company cannot treat its customers this way.
My frustration is not about the delay itself—things happen—but the complete lack of communication, follow-through, or accountability is unacceptable. Each call felt like a scripted attempt to end the conversation without resolving the issue. The representatives seemed powerless to help and unwilling to take responsibility for their mistakes or even apologize meaningfully.
After reading other reviews highlighting similar issues, including post-connection problems, I’ve lost confidence in the company and am considering canceling my order, I have no trust that the new appointment actually will happen anyway. Communication and customer service are fundamental—if these don’t improve, it will be hard for Jurassic Fibre to build or retain customer trust.
Update 18 Dec: After the response promising to ensure the installation went through after rebooking, it did not happen on Friday as scheduled and no communication on any delay. I can all but assume that there are serious problems internally and I cannot trust the service even if I did manage to get it installed, so my only choice has been to cancel.
December 2, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Steve,
Thank you for taking the time to share your experience with us. I want to start by sincerely apologising for the poor communication and follow-up you encountered. Your frustration is completely valid, and we deeply regret that we’ve let you down.
While we strive to provide a seamless and supportive customer experience, it’s clear from your feedback that we missed the mark in multiple ways. I’m especially sorry for the lack of updates, the confusion about your appointment, and how your concerns were handled during your calls. This is not the standard we aim to deliver, and I assure you that your concerns are being taken seriously.
I can see that a new appointment has been booked in our system, and we will ensure it goes ahead as planned.
I understand how the lack of communication and accountability has led to a loss of trust. Please know that we are committed to improving both our internal processes and how we handle situations like this. Your experience has been shared with our leadership and customer service teams to ensure lessons are learned and meaningful changes are made.
Once again, I’m truly sorry for the experience you’ve had. We are working hard to rebuild the trust that situations like this erode.
Thank you for your candid feedback - it’s crucial for helping us grow and improve.
Best regards,
Jurassic Fibre
Really easy to set up over the phone
Really easy to set up over the phone. Esta explained everything and was really friendly and helpful. Hopefully the installation will be as good as the booking process 😊
December 3, 2024
Unprompted review
Reply from Jurassic Fibre
Hi there,
Thank you for your lovely feedback! We’re so glad to hear that setting up over the phone was a breeze and that Esta made everything clear and enjoyable for you. We’ll be sure to pass along your kind words to her—it’ll make her day!
We’re confident your installation will go just as smoothly, but if you have any questions in the meantime, don’t hesitate to reach out. Welcome to Jurassic Fibre! 😊
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
Had issues with my bill and my box was…
Had issues with my bill and my box was resolved by Marie great customer service thank you very much
December 3, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Gemma,
Thank you for sharing your experience! We’re so pleased to hear that Marie was able to sort out your bill and box issues with great customer service. We’ll be sure to pass along your kind words—she’ll be thrilled to know she made a difference.
If you ever need any more help, just give us a shout. We’re always here for you!
Best regards,
Rebecca
Jurassic Fibre Customer Service Team
Knowledgeable
Knowledgeable, efficient and fast.
Thanks Steve Green.
December 2, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Richard,
Thank you for the great feedback! We’re so glad to hear Steve Green provided knowledgeable, efficient, and fast service. We’ll be sure to pass along your kind words—he’ll really appreciate it!
If there’s anything else we can do for you, just let us know. Welcome to the Jurassic Fibre family!
Best regards,
Rebecca
Jurassic Fibre Customer Service Team
I rang to say our Wi-Fi wasn’t great
I rang to say our Wi-Fi wasn’t great. An appointment was made for 4 days time for a guy to come out and check it out. He put a booster upstairs, much to my sons delight , and all is good
November 20, 2024
Reply from Jurassic Fibre
Hi Louise,
Thank you for the 5-star review! We’re so glad we could help improve your Wi-Fi and make your home setup even better. It’s great to hear the booster upstairs has made such a difference—your son’s delight says it all!
If you ever need anything else, don’t hesitate to get in touch. We’re always here to help keep things running smoothly.
Thanks for choosing Jurassic Fibre!
Best wishes,
Rebecca
Jurassic Fibre Customer Service Team
Great repair team, shame about some of the rest of it
This is a review of the repair team, who are employed by a contractor to Jurassic, but they asked me to leave a review on this link. Dustin and Tiaan were excellent, helpful and knowledgeable. They sorted out both broadband and home phone, which hadn't worked properly since we switched to Jurassic 10 days before due to a botched installation and the futility of trying to get Jurassic to sort anything out or even tell you any correct information. They also provided the range extenders we needed, which Jurassic should have done with the installation. It did take 4 days to get them though, with no broadband or phone. It's annoying that in leaving this review I'm appearing to give Jurassic 5 stars rather than the 2 they deserve! After leaving this review I was contacted by Rebecca at Jurassic, who I must say was great and went a long way to offsetting the previous experience, so perhaps 3 stars now! It still seems to me that all is not as it should be at Jurassic, and seems to have deteriorated since they were taken over.
November 27, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Martin,
Thank you for your detailed feedback. We’re glad to hear that Dustin and Tiaan provided excellent service and were able to resolve your broadband and phone issues effectively. We’ll be sure to pass on your kind words to them.
We’re truly sorry to hear about the challenges you faced during the installation process and the delays in receiving the equipment you needed. This is not the level of service we strive for, and your feedback is invaluable in helping us identify areas for improvement.
It’s encouraging to know that Rebecca’s follow-up made a positive impact, and we’ll ensure that your comments are shared with the relevant teams to further enhance our customer experience.
If there’s anything further we can do to assist, please don’t hesitate to reach out. We appreciate your patience and understanding as we work to improve.
Kind Regards,
Jurassic Fibre
WiFi printer problem sorted in the end
Experienced WiFi connection problems to the new Nokia fibre router (which had the MAC address filtering enabled)
Took about a week for the helpline to react to my initial email request (and it surprised me that as a customer, I was locked out of the router settings. Could have done the job myself in ten minutes) but once the matter had reached the system guys it was sorted out very quickly.
Perhaps it would have been quicker if I'd phoned..
Overall, the service was good, if a bit slower than I would have liked.
Fibre service does exactly as promised. Consistent 150Mbs, 19ms latency, so all good there.
November 27, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Martin,
Thank you for sharing your feedback with us! We’re glad to hear the issue was resolved quickly once we started looking at the issue, and we appreciate your patience during the process. We understand how frustrating delays can be and will take your comments on board to improve our response times.
It’s great to hear that your fibre service is performing exactly as promised with consistent speeds and low latency—that’s what we aim for! If you ever need assistance in the future, please don’t hesitate to give us a call. We’re always here to help and keen to make your experience as smooth as possible.
Thanks for being part of the Jurassic Fibre family!
Best regards,
Rebecca
Jurassic Fibre Customer Service Team
Engineer came to us quite promptly
Engineer came to us quite promptly , and did a fantastic job ensuring signal strength throughout the house was consistent
November 22, 2024
Reply from Jurassic Fibre
Hi Peter,
Thank you for your kind feedback! We’re so pleased to hear our engineer arrived promptly and ensured a strong, consistent signal throughout your home. We’ll make sure to share your praise with the team—they’ll be delighted to hear it.
If you need any further assistance, don’t hesitate to reach out. We’re always here to help!
Best regards,
Rebecca
Jurassic Fibre Customer Service Team
Broadband Switching
Just made the switch from BT to Jurassic Fibre and the advice and assistance I got from Rupert, the agent, was outstanding. He was very helpful and knowledgeable and made the switching process seem so simple. A credit to the company.
November 27, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Joe,
Thank you for sharing your experience! It’s fantastic to hear that Rupert provided such excellent support and made your switch to Jurassic Fibre feel effortless. We’ll definitely pass on your kind words—he’s a star, and we’re lucky to have him on the team.
We’re thrilled to have you on board! If there’s anything you need, just give us a shout—we’re always happy to help.
All the best,
Rebecca
Jurassic Fibre Customer Service Team
Excellent first impressions
Have just moved to Jurassic Fibre for broadband and landline, and had to call today as had an issue with my landline. Spoke to Bruno, who managed to resolve the problem quickly and was so friendly, understanding and helpful. Thank you so much Bruno - lovely to know there is always going to be help at the end of the phone.
November 27, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Nicola,
Thank you for the lovely review! We’re so pleased to hear Bruno was able to help you out quickly and that your first impressions of Jurassic Fibre have been excellent. We’ll be sure to pass your kind words along to Bruno—he’ll be thrilled to know he made such a positive impact.
We’re always here to support you, so if you ever need anything, don’t hesitate to give us a call. Welcome to the Jurassic Fibre family—it’s great to have you with us!
Best regards,
Rebecca
Jurassic Fibre Customer Service Team
All done very professionally
All done very professionally. Guys know what they are doing. Speed looks very good indeed. Gone take a few days to get my landline number but that’s the way the handover protocol works.
November 26, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Paul,
Thanks for the great feedback! We're so glad to hear everything went smoothly and that you're enjoying the speed.
You're spot on about the landline handover—it can take a few days, but we’ll make sure it’s all sorted for you soon. If you need anything in the meantime, just give us a shout!
Welcome to the Jurassic Fibre family!
Best regards,
Rebecca
Jurassic Fibre Customer Service Team
Bruno is a credit to your company
Bruno is a credit to your company. Give the man a pay rise
November 26, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Stevo,
Thank you for your fantastic feedback! We couldn’t agree more - Bruno truly is a credit to our team.
Your kind words mean a lot, and we’ll be sure to pass them on to Bruno (along with your pay rise suggestion).
Thanks for choosing Jurassic Fibre. If you ever need anything, we’re here to help!
Best regards,
Jurassic Fibre
Your care lady Carol,
Your care lady Carol,
Delightful just like speaking to a friend. Answered all my questions, put my mind at rest. Can’t speak highly enough of her. Thank you Carol and Jurassic.
November 26, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Lyn,
Thank you for your lovely review! We're so happy to hear that Carol provided such a delightful and reassuring experience for you - it’s feedback like this that makes our day.
We’ll be sure to share your kind words with Carol; she’ll be thrilled to know she made such a positive impression.
Thank you for choosing Jurassic Fibre. If you ever need anything, we’re here to help!
Best regards,
Jurassic Fibre
Had an issue and it was not dealt with…
Had an issue and it was not dealt with very quickly everything is working fine now but communication between staff needs to be addressed,
But would still recommend if asked
November 20, 2024
Reply from Jurassic Fibre
Hi Terry,
Thank you for sharing your feedback with us. We’re sorry to hear that your issue wasn’t resolved as quickly as it should have been, and we appreciate your patience while we worked to get everything running smoothly.
We take your comments about communication between staff seriously and will use them to help us improve our processes.
It’s great to hear that you’d still recommend us, and we’re committed to making your experience even better in the future.
If there’s anything else we can do, please don’t hesitate to reach out.
Best regards,
Jurassic Fibre
Jurassic Fibre is certainly the best…
Jurassic Fibre is certainly the best broadband ive had, Always up to speed and nothing ever lags.
A big thank you to Ian for helping change address as i really wanted to keep to Jurassic Fibre broadband.Your a star Mr Ian top man Cheers for all your knowledge and help 🍻
November 25, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Karl,
Thank you so much for your amazing review! We're thrilled to hear that Jurassic Fibre has been the best broadband experience for you and that you're enjoying the speed and reliability.
We’ll make sure to pass on your kind words to Ian - he’ll be delighted to know he made such a positive impact. Helping valued customers like you is what we strive for every day!
Thanks for sticking with Jurassic Fibre, and if you ever need anything, don’t hesitate to get in touch.
Best Regards,
Jurassic Fibre
Improved customer service at Jurassic Fibre
Jurassic have recently improved their response to faults. whereas a previous report had to be reported 4 times before anything was done. Marie got straight to the problem, told me what the company was doing about it and offered to cal me back when the problem was solved. She did this thus closing the loop in relation to my problem. Jon very well done. Thanks Marie!
November 7, 2024
Unprompted review
Reply from Jurassic Fibre
Hi Jon,
Thank you for sharing this! It’s great to hear that Marie was able to jump straight into solving the issue and kept you in the loop every step of the way. We’re so pleased she made a difference and followed through to get everything sorted for you. I’ll make sure she knows how much you appreciated her help – she’ll love hearing this!
Best regards,
Jurassic Fibre
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