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 0203 389 7211. Phone lines are open between 9am-5pm on weekdays, and 10am-4pm on weekends and bank holidays.
Complain to Cuckoo in writing
If you’d rather complain to Cuckoo in letter form, you can send mail to:
Cuckoo Internet Limited, 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: 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.
Our guide to complaining about broadband explains this in more detail, so head over there for more help if you feel you might need to go this route.
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.