"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.

"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.

"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.

"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.

"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 .

"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.

"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.

"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.

"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!

"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.