Prices and charges
Last updated 27 January '26
Pricing set out in this price book contains information on Cuckoo’s standard charges for services and ancillary services. Your order for our services may be subject to discount pricing or special offers that were applicable at the time of placing your order, and which will be set out in your contract information, contract summary and order confirmation documents.
Unless otherwise defined in this price book, any words highlighted in bold type have the meaning given to them in section 1 of the terms and conditions dated 27 January 2026.
1. Activation Fee (Section 9.2 terms and conditions): £30.00 (only applicable if stated in your CI/CS documents).
2. Service Charges (Section 9.3 and 9.4 terms and conditions)
Service Charges applicable to your service are set out in your Contract Information, Contract Summary and order confirmation documents.
Service charges will increase annually by £3 on or around 1st April each year during the term of your contract
Ancillary Charges (prices inclusive of VAT) (section 9.8 terms and conditions)
Item | Cost inc. VAT | When you'll pay it | ||
|---|---|---|---|---|
Cancelled Installation Fee (24 – 48hrs pre install) | £20 | Charge is applied when a customer has advised they wish to cancel their installation appointment within 48 hours prior to the engineer attending the booked appointment slot. | ||
Cancelled Installation Fee (Within 24 hours pre install) | £30 | Charge is applied when a customer has advised they wish to cancel their installation appointment within 24 hours of the engineer attending the booked appointment slot. | ||
Wasted Visit Fee | £30 | This charge is applied where an engineer has attended the appointment within the agreed allotted time but has been unable to access the property or carry out required works due to the customer not being in attendance (or someone over 18 not being present), or health & safety issues preventing the work being caried out in a safe manner. May also be known as an aborted installation fee. | ||
Premises Move Fee | £20 | Where an engineer visit is required to undertake work in relation to a customer moving home. | ||
No Fault Found Service Fee | £30 | A charge for an engineer visit where no fault is found on the network and may be due to customer equipment or user fault. | ||
No Fault Found – additional hours | £15 per hour | Charge for any additional hour after initial no fault found service call fee. | ||
Reactivation Fee | £40 | Where an engineer visit is required to undertake work to reconnect a customer following service suspension due to customer’s breach. | ||
Reactivation Fee - remote | £20 | Where a customer can be reconnected remotely following service suspension. | ||
Replacement of damaged ONT | £30 | Cost of replacing the ONT itself (i.e. the product).
Cost of a standard installation visit is also added for an engineer to replace the ONT. | ||
Replacement router or Wi-Fi mesh fee | Up to £150* | Repair or replacement of router or Wi-Fi mesh device due to damage, or when a customer fails to return a router or device to us when requested. | ||
Engineer call out charge | £30 per hour | A charge for an engineering visit of up to an hour and for every hour or part-hour after that. | ||
Failed Equipment Return | Up to £130 per unit | If you fail to return the router to us when you leave, this will be subject to a charge which will vary depending on the age of the device | ||
Regrade Fee | £25 | This charge may be passed onto customers who we agree may downgrade their tier of service (package speed) whilst in contract, subject to promotional Terms & Conditions. | ||
Late Payment Fee | £6 | A fee that is charged if a direct debit fails or where a customer fails to pay on the payment due date. |
3. OOC Rates (section 9.5 terms and conditions). The current out-of-contract rate is the service charge payable immediately prior to expiry of the minimum period + £3per month (subject to any adjustments for additional third-party costs and/or unexpected increases in inflation). The actual ooc rate payable will be communicated to you in your end of contract notification.
Worked example:
If a customer is paying £32 for Cuckoo’s 150 service, and the minimum period expires on 1 September, the customer’s monthly ooc rate on and from 1 September will be £35 (£32 + £3), subject to annual increases to the service chargeon or around 1 April each year (see paragraph 2 above).
NOTE: you will not be subject to the OOC Rate if you renew your contract prior to expiry of its minimum period.
4. Early Release Fees (section 9.9 Terms and Conditions) Early release fees (more generally known as early termination fees) are calculated by multiplying your monthly service charge by the number of months remaining of your committed minimum period but discounted to remove any costs we save by not providing the service. Illustrative and worked examples of how Cuckoo’s ERFs are calculated are set out below:
- 150Mb (Cityfibre network)
- Remove VAT off monthly unit price of £27 giving £22.50
- Remove costs saved per month: £2.83Gives Net ERF of £19.67
- Add back VAT giving a total ERF of £23.60per month (monthly ERF)
Monthly ERF (subject to adjustment for any annual price rises that would apply during the remainder of the term) is then multiplied by the number of months (including part months) remaining of your minimum period.
2. BT Wholesale 900Mb
- Remove VAT (20%) off monthly unit price of £38 giving £31.67
- Remove cost saved per month: £4.31 [do you want to adjust to add profit back in
- Gives Net ERF of £27.36
- Add back VAT giving a total ERF of £32.83 per month (monthly ERF).
Monthly ERF (subject to adjustment for any annual price rises that apply during the remainder of the term) is then multiplied by the number of months (including part months) remaining of your minimum period.
Worked example
If a customer enters into a 24-month contract for our C-150 service on 1 January 2026, but terminates the service on 1 September 2026, the early release fee would be calculated as follows:
Minimum period: 24 months (from 1 January 2026 – 31 December 2028)
Remaining minimum period: 15 months (i.e., 24 months minus 9 months (1 January – 1 July 2026))
Monthly ERF:
- £ 23.60 per month (incl VAT) between 1 September and 1 April 2027 (to date of annual price rise)
- £26.60.83] per month between 1 April 2027 and 31 December 2028 (applying same calculation as set out above but based on adjusted monthly service charge to take account of annual price rise on 1 April)
Total Early release fee: £381 (£23.60 x 6 months, + £26.60 x 9 months)