{"id":37374,"date":"2024-02-28T15:32:06","date_gmt":"2024-02-28T15:32:06","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37374"},"modified":"2024-03-04T09:03:27","modified_gmt":"2024-03-04T09:03:27","slug":"shock-as-uk-broadband-isp-cuckoo-gives-some-customers-the-boot","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/shock-as-uk-broadband-isp-cuckoo-gives-some-customers-the-boot.html","title":{"rendered":"Shock as UK Broadband ISP Cuckoo Gives Some Customers the Boot UPDATE7"},"content":{"rendered":"

Messages of confusion and anger have made their way into our inbox this afternoon after internet provider Cuckoo<\/strong><\/a> began informing some customers – seemingly those on Openreach<\/a>’s network – that they were “sorry<\/em>“, but they’re “no longer able to be your broadband provider<\/em>” and are switching them to a different ISP.<\/p>\n

The development comes after we this week reported (here<\/a>) that Cuckoo<\/a>, which is in the process of becoming the main retail ISP outlet for Fern Trading’s (Octopus Investments) consolidated full fibre networks (Jurassic Fibre, Swish Fibre<\/a>, Giganet and AllPoints Fibre<\/a>), had launched a new range of Cityfibre<\/a> based FTTP<\/a> plans and stopped selling their Openreach<\/a> based packages.<\/p>\n

NOTE:<\/strong> TalkTalk<\/a> has a \u201cstrategic partnership<\/em>\u201d with the Telecom Acquisitions group mentioned below (i.e. they hold a controlling stake in the business), which was established in late 2022 (here<\/a>).<\/div>\n

At the time we noted that the change had put a question mark over the heads of Cuckoo<\/a>\u2019s existing Openreach<\/a> based customers, which we believe may account for the majority of their base, although we assumed that the ISP would continue to support them and did query this (so far, they still haven’t responded). After all, in this market, the last thing a credible ISP should be doing is mass-kicking customers off their service.<\/p>\n

Fast-forward just two days from that report and customers, seemingly those on Openreach’s network (mostly FTTP<\/a> users), have this afternoon been given somewhat of a shock after an email from Cuckoo<\/a> greeted them to say “Sorry, we have to say goodbye<\/em>“. The rest of the message speaks for itself, but some might say they’ve gone.. cuckoo.<\/p>\n

Cuckoo’s New Customer Email<\/strong><\/span><\/p>\n

Hi XXXXXXXXXX,<\/p>\n

We’re sorry to break this news, but we\u2019re no longer able to be your broadband provider. Before we explain why, we want to immediately reassure you that:<\/p>\n

\u00b7 There\u2019ll be no disruption to your internet connection at all.<\/p>\n

\u00b7 There\u2019ll be no immediate change to the cost of your broadband.<\/p>\n

\u00b7 If you\u2019re awaiting installation this will proceed as expected.<\/p>\n

\u00b7 We\u2019ve arranged for your broadband to switch to another provider, Home Telecom (who we really like and are rated excellent on Trustpilot).<\/p>\n

Why the change?<\/strong><\/p>\n

We\u2019ve undergone some big changes ourselves over the last six months and in order to keep being able to do things the Cuckoo way, we\u2019ve had to make a few key decisions along the way.<\/p>\n

One of these is that, from now on, we\u2019re changing how we deliver broadband to our flock. This will help us continue to provide the fastest and most reliable service possible. And sadly, your address doesn\u2019t have the right connection for us to be able to do this.<\/p>\n

What happens next?<\/strong><\/p>\n

The good news is that you don\u2019t have to do a thing \u2013 your contract will automatically transfer over to Telecom Acquisitions Ltd (trading as Home Telecom) on 01 April 2024. They\u2019ll be in touch soon after that to introduce themselves and to tell you what to expect. They\u2019re good, fair folks and we think and hope you\u2019ll be (nearly) as happy with them, as you have been with us. Also, just note that we\u2019ll send you your Cuckoo bill and collect your payment for March as usual.<\/p>\n

We know this has come out of the blue, so if you have any questions, you can still contact us by replying to this email or calling 0203 389 7211. Alternatively, you can read more on our FAQs here<\/a>.<\/p>\n

Finally, we want to say a big, big thank you for being a member of the flock and for helping us grow to where we are now.<\/p>\n

The formal, legal announcement<\/strong><\/p>\n

From 01 April 2024 your broadband contract will automatically transfer over to Telecom Acquisitions Ltd (who trade under the name Home Telecom). Their company number is 437482573 and their address is Telecom Acquisitions Ltd, Global House, 60b Queen Street, Horsham, West Sussex RH13 5AD<\/p>\n

Your broadband services, price and all support facilities associated with Cuckoo will be in place for you until 31 March 2024. Your bill will be issued as usual in March and after this date, your association with Cuckoo will end.<\/p>\n

Your personal data will continue to be processed strictly in accordance with the Cuckoo Internet Privacy Policy and at all times in accordance with UK data protection law. You can read our policy here.<\/p>\n

Home Telecom will be in touch with you on or around 01 April 2024 to introduce themselves and to share their contact details.<\/p><\/blockquote>\n

The FAQ page sadly mentions nothing about whether related customers can alternatively choose to cancel their service and switch to a different ISP (this is sometimes allowed in such situations), but they do state that the “Terms & Conditions of our contract with you allow us to transfer the contract to another provider as long as we give you 30 days notice<\/em>.” If they respond to us, we’ll attempt to clarify.<\/p>\n

However, generally speaking, this sort of action is not going to do Cuckoo’s otherwise carefully cultivated reputation much good, and we suspect there will be some angry reviews headed their way from customers who don’t like to be messed about. If they’d wanted to join Home Telecom, then they would have chosen that provider themselves.<\/p>\n

For an ISP that previously marketed themselves as being the “simple, flexible and fair<\/em>” choice (here<\/a>), this could be seen as a betrayal of that ethos.<\/p>\n

UPDATE 5:19pm<\/strong><\/p>\n

Just to confirm, but so far, Cuckoo’s customers on both Openreach’s FTTP<\/a> and FTTC<\/a> lines are being impacted. The ISP actually withdrew their original FTTC<\/a> packages from sale to new customers last year due to rising wholesale prices (here<\/a>), but they continued to support existing subscribers, until now.<\/p>\n

UPDATE 6:03pm<\/strong><\/p>\n

Customer feedback suggests that this migration may also apply to Giganet’s base of Openreach customers, even if you haven’t yet been formally transferred to Cuckoo itself.<\/p>\n

UPDATE 29th Feb 2024 @ 7:35am<\/strong><\/p>\n

One of our visitors noted that the company number given for TAL in the email – 437482573 – is wrong. The correct one is 12101755<\/strong> (here<\/a>). In fact, there is no company with the number 437482573 at Companies House.<\/p>\n

UPDATE 29th Feb 2024 @ 11:27am<\/strong><\/p>\n

Cuckoo has finally responded to confirm that their “existing copper customer base alongside a small cohort of FTTP customers connected via TalkTalk<\/a> will be transferred to a new provider – Home Telecom<\/em>” (by TalkTalk<\/a> we assume they mean a TT wholesale line via Openreach’s network).<\/p>\n

However, despite the awkward migration, Cuckoo oddly then says they’ll “initially be selling to full fibre customers across the CityFibre<\/a> footprint ahead of further national expansion this year across Openreach and existing Fern Fibre networks, offering full fibre-only packages<\/em>.” All after booting some Openreach FTTP users to another ISP.<\/p>\n

Cuckoo CEO, Paul Hellings, said:<\/strong><\/p>\n

\u201cCuckoo\u2019s sole focus is now on selling the fastest, most reliable full fibre to our customers and providing unmatched customer service<\/p>\n

We’ve got ambitions to increase our network coverage over the coming months and deliver the exceptional customer service which Cuckoo has been built on to even more people.<\/p>\n

With our new full fibre-only strategy in place this has meant that some of our existing customers will leave us as they transition to Home Telecom. We want to thank each and every one of our customers making the switch for their loyalty and custom and we want to ensure them that they are going to a good home.<\/p>\n

We want to become the UK\u2019s most recommended way to connect and these changes will allow our teams greater focus on delivering the best possible experience to our customers.<\/p>\n

We strongly believe broadband should be fast, fair and feel-good.\u201d<\/p><\/blockquote>\n

Nigel Barnett, CEO at Home Telecom, said:<\/strong><\/p>\n

\u201cHome Telecom are extremely proud to welcome Cuckoo customers that currently reside on the TalkTalk networks. We have been serving customers on these networks for over 26 years and we are delighted to be recognised by Trustpilot as \u2018Excellent\u2019 with over 10,000 reviews, making us one of the highest in the industry.<\/p>\n

Currently servicing over 100,000 customers from a UK-based service team 24\/7. Home Telecom are able to offer broadband services across all networks including local fibre providers.<\/p>\n

We welcome the Cuckoo customers with open arms and look forward to building strong relationships through exceptional customer service.\u201d<\/p><\/blockquote>\n

We can’t help but wonder what TAL\/TalkTalk must have paid to acquire the relevant base via Home Telecom. Meanwhile, one of our readers has spotted that the 37482573 number in Cuckoo’s letter is actually the VAT number for Telecom Acquisitions Ltd, rather than a company number.<\/p>\n

UPDATE 2nd Mar 2024 @ 7am<\/strong><\/p>\n

Despite the statements by Cuckoo, such as that the migration only impacts their “existing copper customer base alongside a small cohort of FTTP customers connected via TalkTalk<\/em>“. Some of those who have yet to receive an email have chased the ISP to query whether it impacts them and been told: “Unfortunately, all Cuckoo customers will be transferring onto Home Telecom from the 1st April<\/em>“.<\/p>\n

As time passes, we’re also starting to spot some caveats that customers are finding with the transfer. Firstly, many of those affected joined Cuckoo for the 30-day contract terms, but Home Telecom staff are telling some users that they’re only able to do 12-18 month terms and this is naturally a significant difference in product.<\/p>\n

However, with only 30 days\u2019 notice, some customers who try to switch to a different ISP are running into the problem that, in some cases, they won’t be able to get connected before their existing service stops working (i.e. they either suffer downtime to escape or stick with being thrown on to a longer contract term with an unfamiliar provider).<\/p>\n

We’re querying all this.<\/p>\n

UPDATE 2nd Mar 2024 @ 8:54am<\/strong><\/p>\n

ISPreview has been in contact with the CEO of Telecom Acquisitions, Nigel Barnett, who has been very helpful as we attempt to wade through the fallout from Cuckoo’s decision. In particular, we queried the issue of 30 day terms and Nigel said they are going to “match any contract terms and prices [Cuckoo customers] currently have<\/em>” and they do support monthly, as well as even weekly, terms (any discrepancies in this are likely down to support staff not being quite up-to-speed on the change).<\/p>\n

In addition, it’s noted that not all of Cuckoo’s affected customers (we understand this impacts about 12,000) have been notified of the migration yet, with another batch of messages being expected to go out early next week.<\/p>\n

UPDATE 4th Mar 2024 @ 8:59am<\/strong><\/p>\n

Just for the avoidance of doubt, here’s what one Cuckoo customer (credits to Adam) was told when querying about whether early exit fees would be applied to those who cancel. A Cuckoo support agent said: “We can get a cancellation put through on your account certainly. As we are moving to Home Telecom there will be no early cancellation fee what so ever<\/em>.”<\/p>\n","protected":false},"excerpt":{"rendered":"

Messages of confusion and anger have made their way into our inbox this afternoon after internet provider Cuckoo began informing some customers – seemingly those on Openreach’s network – that they were “sorry“, but they’re “no longer able to be your broadband provider” and are switching them to a different ISP.<\/p>\n","protected":false},"author":1,"featured_media":34599,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[418,56,69],"class_list":["post-37374","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-cityfibre","tag-fttp","tag-bt-openreach"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/112009834080148939","error":""},"yoast_head":"\nShock as UK Broadband ISP Cuckoo Gives Some Customers the Boot UPDATE7 - ISPreview UK<\/title>\n<meta name=\"description\" content=\"Messages of confusion and anger have made their way into our inbox this afternoon after internet provider Cuckoo began informing some customers -\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2024\/02\/shock-as-uk-broadband-isp-cuckoo-gives-some-customers-the-boot.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Shock as UK Broadband ISP Cuckoo Gives Some Customers the Boot UPDATE7 - 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