How to contact Cuckoo support and customer service
There are several ways to get in touch with Cuckoo. There’s a dedicated telephone support number, email address and a chatbot.
Cuckoo customer service call centre
Cuckoo telephone number: 0330 912 9955
Opening hours:
- Monday to Friday - 8am-8pm
- Bank Holidays and weekends - 9am to 5.30pm
Existing Cuckoo customers signed up on or after 13 February 2024
If you signed up before 13 February 2024, your package will no longer be with Cuckoo. For further help, you’ll need to get in touch with Home Telecom.
Cuckoo Internet Live Chat
You can access Cuckoo’s Chatbot through any back on the broadband provider’s website. Look out for the ‘magnifying glass’ icon in the bottom right-hand corner of any page.
You might also find answers to questions in the Cuckoo Help Centre.
How to check Cuckoo’s service status - is Cuckoo broadband down?
Cuckoo doesn’t currently offer a status checker tool, and it’s not a provider that’s covered by DownDetector, so you may find it useful to check social media for any recent queries from other customers. You’ll find Cuckoo on Twitter / X at x.com/CuckooInternet.
If not, get in touch with Cuckoo using the details above.
How to complain about Cuckoo
Get in touch via Twitter or Facebook
Social media can be an effective way to get a rapid response to complaints, so try Twitter or Facebook before you do anything else. You may be able to resolve the issue without going any further.
Cuckoo complaints phone number
You can complain over the phone by calling 0330 912 9955.
Complain to Cuckoo in writing
If you’d rather complain to Cuckoo in letter form, you can send mail to:
Cuckoo Fibre Ltd, 6th Floor, 33 Holborn, London EC1N 2HT.
Alternatively, you can lodge a complaint via email ([email protected]). Make sure you include:
- Your Cuckoo account number
- Your full name
- The date your problems first started happening
- The names of any Cuckoo service advisors or managers that you have previously dealt with.
- A description of your complaint
Cuckoo aims to resolve complaints within 10 working days, unless you’re informed otherwise.
Complaining about Cuckoo to the Ombudsman
All internet service providers must belong to one of two ADR (Alternative Dispute Resolution) schemes to resolve problems if you cannot reach an agreement.
For Cuckoo, contact Communications Ombudsman
Phone: 0330 440 1614
Email: [email protected]
Full address: The Communications Ombudsman, PO Box 730, Warrington, WA4 6WU.
However, there are steps you must take before contacting the ombudsman. To use an ADR, you must first receive a deadlock letter from the provider. You can also go to the ombudsman if a provider does not respond to your complaint within eight weeks.
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What to do before you complain to Cuckoo
Troubleshoot the problem
Try your best to tackle any technical problems yourself first. Cuckoo has a number of technical support guides, to walk you through common connection issues.Document everything
Keep a record of times, dates and calls. If you speak to anyone at Cuckoo customer service, take their name. Document all speed test records and any other relevant data that could help. These can all be helpful if you have to escalate your complaint.Make sure your complaint is valid
Broadband speed
Ask for assistance if your Cuckoo broadband service is slower than expectations for your postcode. But double-check your contracts. At the point of sale, you should have been given a speed estimate, which may be different to the advertised package speed. If your broadband speed persistently falls below this estimate, you have grounds to take this further.
Check with a tool like the Broadband Genie Speed Test. Run multiple tests at different times over several days.
Service problems
If a broadband complaint relates to traffic management or blocked website, you may not have much success in complaining. Though if you feel like the limits are restrictive, and you weren't made aware of them when you signed your Cuckoo contract, you may still have a case.Mis-selling & overcharging
Complaining about the cost of a service is unlike to change things, unless it's significantly different to the broadband deal you were initially sold. Cuckoo will be raising its prices by £3 per month from April 2026. Customers in contract are obliged to pay these price hikes, and it's set out in its terms and conditions. We have a guide to mid-contract price rises you may find helpful.Customer service
If you feel Cuckoo's customer service isn't listening to your problems, ask to escalate the complaint to more senior staff members.
Can’t get Cuckoo at your new address? Switch and save money
If you’re moving home, you may find you can’t get Cuckoo broadband at your new address. Cuckoo now solely only offers full fibre broadband (FTTP) deals on the CityFibre network. Of course, you can use Broadband Genie’s deals checker to try your new postcode and check availability, or to look for alternative providers to switch to.
If Cuckoo deals don't show up, we recommend getting in touch with the Customer Service department as soon as you can.
Unfortunately, cancelling a contract early will result in early termination fees being charged.