Really disappointed with the broadband services I've been receiving. Despite being offered a discounted offer, I wasn't informed about it, and my current plan doesn't reflect the promotional rate. This was offered after I received a sales phone call supposedly from Cuckoo. I was also offered a £200 Amazon voucher as part of their promotion. He also confirmed that I do not need to anything with my previous internet provider and cuckoo will do the switching. In addition, i was promised that I do not need to pay any fees for breaking the contract with the previous provider as cuckoo will pay that as well.
After signing up for the deal, I received the mails from cuckoo explaining the plan and I noticed that the discount was not reflected on the account. So I contacted the sales person again about this; but I was told that it’s an automated mail, when the account is up and running, I will get the discount.
I had to register a complaint to get these resolved. They agreed to offer me the promotional discount of £9 per month for broadband. But not the Amazon voucher and the previous supplier fees which again I had to email. The last email from customer service I received said they are checking the information and will let me know, This was on 23/09/2025 which is a week ago. I had to call customer service again today to get an update. To my disappointment again, no update was provided ; it seemed like they don’t really care and did nothing to address this issue.
If they cannot resolve the issue, I’ll cancel the contract and escalate it further to OfCom and ombudsman.
Details given below:
Account number : A 7DEDF54C
Current plan: C900
Discounted offer: £29 per month instead of £38
£200 Amazon voucher