How can I book an engineer visit?

Sometimes Openreach will need to send an engineer to your property to improve the quality of the line.

If you think this might be the case, first make sure you've tried all the other steps to getting faster speeds. That might just do the trick.

If you've gone through all those steps and are still struggling to get the speeds you need, please get in touch with us:

  • Log in to your account
  • Click on My Cuckoo
  • Select Support hub
  • Get in touch through your preferred channel

We'll then do some line checks to confirm that it's an issue with the underlying network. If so, we'll then confirm a time slot for Openreach to visit that suits you.

Most of the time, if there's a genuine network problem, any engineer costs will be covered between Cuckoo and Openreach. You won't pay a penny. If you miss the visit, however, it costs us time and money. So we will charge you for this. You'll also need to pay if you ask for an engineer visit when it turns out there is no underlying problem with the network, or the problem is to do with your equipment or internal wiring. The fee you'd have to pay is £80 for the first hour and £50 for each hour after that.

Reasons you might be charged include:

  • You cancelled or rescheduled the visit after noon on the day before the appointment
  • You gave us the wrong address
  • There was no adult present at the property
  • There was no electricity at the property
  • The address was unsuitable to work in, or there were health and safety concerns
  • The engineer couldn't access the property

We're hoping to make this automatic in the not-too-distant future. Then you can magically book your own slot at your own leisure. Watch this space... 🤓

Cuckoo corner 🐣

"Strange, reserved, unsocial bird,
Flitting, peering 'mid the leaves,
Thy lonely call a twofold word
Repeated like a soul that grieves—
"Kou-kou," "Kou-kou"—a solemn plaint
Now loud and full, now far and faint."
The Cuckoo by John Burroughs (1837-1921)