Cuckoo,
6th Floor,
33 Holborn,
London EC1N 2HT

Cuckoo Pre-Contract Information is a document that provides important details to potential

Contract summary

• This contract summary provides the main elements of the Service offer as required by current regulations.
• It is intended to help you to make a comparison between various service offer of other providers.
• Complete information about the service is provided in Cuckoo’s Terms and Conditions for Residential Services

Services and equipment

We’ll provide you with the services you ordered - you’ll find the details of these in your Service Confirmation Email which will be sent after your order has been placed. If any special offer applies to your order, these are also set out in your Service Confirmation Email. When you order new services or change an existing service, we’ll send you another Service Confirmation Email with these new details.

Monthly costs

Broadband: £54.99

Total: £54.99

One-off costs

Setup: £60.00

Total: £60.00

Speeds of the internet service and remedies

The relevant speed of the internet will be detailed in your Service Confirmation Email.

We want to provide you with a continuous, high-quality Service but you should know that your broadband speed will depend on several things, some of which are outside our control (for example the technical capabilities of the devices you use when connecting to your Service).

You will achieve the fastest possible speed for your Service on any device if you directly connect that device to our socket with an Ethernet cable. Connecting to your Service wirelessly will always mean some loss of speed.

If your speeds are consistently more than 50% lower than those set out below and we fail to resolve the issue within 30 days of you notifying Customer Services then you may cancel your Contract without penalty.

You’ll find more information about the speed of your Service and what affects it in our Help Centre

Price

The charges for the Service(s) you have ordered will be detailed within your Service Confirmation Email. Where these are not provided these will be in our Price List

Condition 20 sets out how you pay for the services you ordered. Most of the costs we’ll charge in relation to your services are set out (or explained) in your Service Confirmation Email.

Duration, renewal and termination

Right of Cancellation - You can change your mind and cancel the services you ordered within the period of 14 calendar days starting from the day after we activate our Services. Condition 8 sets out how you can do this. This cancellation right only applies when you first become our customer at your address. If you use this cancellation right, you won’t have to pay any charges as detailed in Condition 20 but we can charge you for any services (including in relation to installation) that you’ve received before you cancelled. You’ll also have to return our equipment

Minimum Service Period – See Condition 10 your Service will be for a minimum period of 12 months from the date your Services are available.
Termination / Ending the Services

By You – You can cancel at the end of any month after the first month by giving us at least 2 days’ written notice (subject to termination requirements as set out in Condition 10).

By Us – Condition 24.1 sets out when we can end our agreement or suspend or end a service.

Renewal – During the last Month of your Minimum Service Period we will email you with details of any current special offer and/or the current best prices available for your Services

Features for Vulnerable Customers

If you consider that you a vulnerable Customer, please refer to Our Vulnerable Customer Policy

Other relevant information

You also have rights and remedies that apply in addition to any of the rights we give you under our agreement. Some of these rights are contained in the Consumer Rights Act 2015. For example, under that Act if we have not exercised reasonable care and skill in providing the services to you or where the goods or digital content provided to you are faulty or do not match their description, then you have the right to ask us to fix a problem (where this is possible) or to receive a reduction in price.